E-Commerce Team Leader

If you've ever dreamed of being part of the world's largest jewelry company, here's your chance!

Pandora is a multinational company present in over 80 countries, continuously strengthening its leadership position through an expansion plan that includes new store openings every year. In Italy alone, we involve more than 1,600 "Pandorians," with over 33,000 worldwide.

Role Mission

We are looking for a candidate that is as eager to drive and actively participates in the operations of our eCommerce business in South Africa by taking responsibility of the fulfillment operations.

As part of a small and energetic team you will ensure that all items sold are picked, packaged and dispatched within a duly manner and thus provide the customer with an exceptional online shopping experience in our eCommerce fulfillment center. Part of the job will also be to handle returns and to respond to online customer queries in a timely and service-oriented manner.  To ensure success in this position, you perform to a high level of accuracy. Top candidates will be upstanding, organized and able to perform under pressure, always having a state-of-the-art customer experience on top of their mind.

The primary responsibility of the eCommerce Team Leader is to run, guide and support day-to-day operations of the eCommerce fulfillment center to ensure great customer experience for our Pandora customers.

Key Responsibilities

• Responsible for eCommerce performance, setting clear KPIs and defined plans to reach them.
• Work closely with the global eCommerce Team to ensure the local implementation of global campaigns on e-com site and brand site (or the single platform when ready)
• Responsible for carrying out locally the merging process between brand site and e-com site.
• Work closely with the Merchandising Department to ensure that the product offering is in line with the current IT assortment and provides the proper forecast for the new product launches.
• Ensure the full alignment of the eCommerce platform in terms of updated product assortment and campaign implementations.
• Support in operational activities including picking, packing and returns management (no nightshifts)
• Working with IT required for printing and handling of order/return fulfillment
• Providing a professional level of customer service via phone with emphasis on strong after sales service
• Checking and counting stock received for eCommerce inventory and shipping material
• Ensuring all returns are processed correctly and dealt with efficiently and timeously
• Manage the fulfillment center of the South African Pandora eCommerce business, thereby shapes and ensures qualitative operational processes and drives constant optimization
• Maintain standards in merchandise handling, loss prevention and replenishment
• Build and maintain a solid customer experience through fulfilment of orders and customer response times within SLA
• Promote excellent customer service ensuring customer inquiries and complaints are handled in a professional and timely manner according to set KPI´s
• Support Pandora South Africa Country Manager in resource planning (incl. Seasonality and temp resources), and report on operational productivity
• Maintain an awareness of service level requirements and operational policies, return and exchange processes and security best practices
• Producing weekly and monthly performance reports by providing analysis for all the relevant KPIs of the channel, to be shared at local level.
• Ensure regular monitoring of the status of the assortment on the e-store site, to check alignment to the local masterdata defined by merchandising.
• Functional coordination of eCommerce assistants.

Background Requirements

• Must have a minimum Grade 12 with a preference to a tertiary education in eCommerce (preferably a degree)
• Must have 3-5 years’ retail/eCommerce experience (Sales; Luxury or Jewelry Sales preferred)

• Mastery of MS Office (Word, Power Point, Excel).
• Strong analytical skills and attention to details.

• Excellent communication skills
• Fluent in English
• Knowledge of website administration
• Excellent customer service skills
• Ability to prioritize and manage time wisely in a fast-paced environment.
• Passion for work and the product.
• Critical approach to the creative evaluation of all communication layouts.

What Does This Mean for You?

Unleash your full potential: At Pandora, you'll have the opportunity to shine and showcase your talent in a stimulating and dynamic environment. Here, your work won't just be a job but a true mission to help grow the company and achieve new milestones.

Join a unique team: Becoming part of Pandora means joining a collaborative and inclusive team committed to shared success. You'll find a workplace where everyone is valued for their unique skills and contributions.

Contribute to success and growth: As an ECommerce Team Leader, you'll be part of the engine driving the company forward by leading your team toward success and maximizing growth opportunities. Every day will be an opportunity to make a difference and leave your mark in the retail world. Join Pandora and get ready for an exciting and rewarding adventure!

#Crafttheincredible