Customer Service & eCommerce Operations Manager
About Pandora
Headquartered in Copenhagen, Denmark, Pandora is the world’s largest jewelry maker with presence in more than 100 countries across the globe.
At Pandora, we give a voice to people’s loves.
Beloved for our inimitable charm bracelet, Pandora jewelry offers intricate design and craftsmanship, brought to life by the magic of the stories expressed and interpreted by its wearer.
The eCommerce Customer Service and Operations Manager role takes the lead in delivering a seamless customer experience by overseeing and improving the Omnichannel touchpoints and customers relations. This role is responsible for collating and acting upon customer feedback, providing resolutions and enhancing all stages of the consumer journey.
What you’ll do
- Lead Omnichannel, Operations and Customer Service team to deliver the best experience to our fans
- Act as the internal voice of the customer, and provide cross-functional, omnichannel leadership and guidance
- Support the eCommerce Director and Senior Manager, Trade and Web Merchandising from an operational and customer service standpoint when building out the short, medium and long term business ambitions
- Oversee all systems and operations across omnichannel and customer experience touchpoints
- Track and manage consumer experience KPI’s and find opportunities to enhance the consumer experience across channels
- Ensure customer experience queries are solved in a timely and successful way
- Provide clear, concise feedback with commercial insights weekly to relevant departments to reduce friction points in customer journey and improve customer experience
You have:
- Customer obsession – customer comes first
- Exceptional project management skills and process improvement skills
- Balanced technical, customer service and commercial skill sets
- Strong problem-solving skills
- Excellent communication skills
- Ability to collaborate cross-functionally with key internal stakeholders
- Performs work with care, accuracy, attention to detail and meet quality standards
What’s in it for you?
We are the largest Jewellery brand in the world and 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 including:
- Generous staff discount on all Pandora products
- A day off on your birthday
- Opportunities for development
- Health care package
- STIP Bonus
- Hybrid Working Arrangements: 3 days in the office, 2 days working remotely
WHY PANDORA?
- If you DREAM and DARE to grow as a leader as well as develop yourself and client groups on a daily basis, if you CARE and appreciate diverse work environments and you DREAM to work in a fast paced, innovative and disruptive organization, Pandora is the right place for you!
- You will enjoy leading a business in a collaborative work culture where you will empower others and seek opportunities to grow the market.
Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.
*If you require reasonable adjustments in place during your interview(s), please make us aware as soon as possible*