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Ecommerce Operations Specialist

City:  London
Country/Region:  GB
Application Deadline:  0

Ecommerce Operations Specialist

 

The role

 

Responsible for overall day to day UK & Ireland online, the role will support the warehouse and customer service teams in delivering a seamless customer experience by improving the digital and omnichannel touchpoints. Acting as the internal voice of the customer, this role is responsible for collating customer feedback, providing resolutions and enhancing all stages of the consumer journey

 

About Pandora

 

The largest jewellery company in the world, we craft incredible moments for millions of people every day. We sell three pieces of our hand-crafted jewellery every second and have the largest network in the industry, with almost 7,000 points of sale around the globe and a strong online business.

We pursue sustainability In everything we do and have set ambitious and measurable targets across every touchpoint of our business, from sourcing through to the materials we use and the marketing of our products. 

 

Our people

 

Our global workforce is made up of over 27,000 passionate people who, in 2021, helped Pandora record the highest earnings to date, led by a refreshed long-term growth strategy. The pace of our progress has created an energising, ambitious culture where we are empowered to be ourselves and equipped to deliver our very best.

As we continue to grow, we also continue to invest in our talent. We’re looking for people who share our values and can make their own mark as we continue through the next chapter of our story.

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What to expect from the role, and your key responsibilities

 

  • Working collaboratively with the retail operations team to drive and enhance the quality of the omni propositions and service offering, to ensure it remains at a consistent standard as that which is offered across both channels.
  • Ongoing support of the customer care function and continuing to own the relationship with the Global team and customer care partner. Making sure all customer enquiries are dealt with efficiently within SLA and keeping close to any issues flagged and escalating where necessary.
  • Supporting with any development roadmaps related to operations in terms of testing, integration and implementation (creating training documents where necessary). Taking ownership to report any bugs or defects as required, with a key focus on NPS and customer service experience.
  • Support the Omni and Marketplace Manager from an operational and consumer standpoint when building out the short, medium and long term business ambitions
  • Partner with social team and customer service to ensure that all consumer feedback, is collected and drives improvement
  • Supporting the eCommerce Omni & Marketplace Manager with any new omnichannel pilots and projects from benchmarking to execution and reporting. (i.e. click and collect)
  • Keeping an eye on the competitive landscape to put forward new ideas and best in class enhancements, related to but not limited to: customer service availability and tools, omni propositions & delivery services, timelines and fulfilment partners. Striving to continually improve our online service proposition.
  • Track and manage consumer experience KPI’s and find opportunities to enhance the consumer experience e.g. by finding new processes to manage Q&A
  • Launch and optimise custom surveys to get key consumer insight into new enhancements
  • Support with enduring customer orders are dispatched on time, whether through a local DC or local store fulfilment process

 

 

The successful candidate

 

  • Significant experience in working in an ecommerce retail environment
  • Positive and can do attitude with the ability to be reactive and work under pressure in order to deliver to tight deadlines
  • Team player with the ability to work collaboratively/cross functionally
  • Commercial mindset, well organised with strong attention to detail
  • Experienced in operations, preferably in an ecommerce environment, with a customer first mindset
  • Passionate about keeping abreast of the ecommerce retail market


Ideal candidates will have

 

  • Experience of the full project lifecycle in web development
  • Knowledge of Elevate and Adobe Analytics desirable
  • Knowledge of Salesforce service cloud platform desirable
  • Intermediate to advanced skills in Excel, PowerPoint, Word etc
     

Why work with us?

 

Our people are an integral part of our success. Our commitment to unforgettable career progression is just the start. We offer a competitive rewards package that is second to none.

Our generous benefits package includes:

 

  • A highly competitive salary with regular salary reviews
  • Generous bonus scheme
  • Private healthcare
  • Early finish Fridays (weekends with Pandora start every Friday at 3pm!)
  • 55% employee discount
  • Free daily lunch credits
  • 33 days holiday (including bank holidays)
  • Buy/sell holiday options
  • Celebrate your birthday with a day off to celebrate!
  • Join our Employee Wellbeing Centre, including access to our employee assistance programme, Cycle to Work scheme, gym discounts and more…
  • Winniperks - Our online benefits platform with plentiful retail, hospitality and entertainment discounts
  • At Pandora we love a party! Especially at Christmas, when you will receive an extra special gift

 

If you are looking for a new challenge and feel you have the relevant skills then don’t miss out!

 

Please understand that due to the large number of applications, we regret that only online applications can be considered. Please click apply to submit your application.

 

*If you require reasonable adjustments in place during your interview(s), please make us aware as soon as possible