Customer Experience Specialist
Do you want to be a part of the world’s leading jewelry company while putting your experience in Customer Experience Specialist into use? If yes, then we might have an exciting opportunity for you! You will be part of Pandora Latin America & Asia Pacific Team in an international organization of can-do spirited, passionate, and performance-driven people.
We are seeking a highly motivated CX Specialist to join our Pandora LATAM team. This role is crucial in developing and implementing customer experience strategies across all channels, including e-commerce and physical stores. As the CX Specialist, you will assess and improve customer journeys, acquire and manage customer feedback, and establish processes to enhance customer satisfaction across the region. This role requires a proactive and collaborative individual who can build a CX strategy from the ground up, working closely with cross-functional teams.
Your Role as CX Specialist:
• Customer Feedback Strategy: Design and implement methods to acquire and analyze customer feedback across all channels (e-commerce and stores).
• Incident Management: Develop and manage processes to handle customer incidents, ensuring timely resolution and adherence to SLAs.
• Mystery Shopper Analysis: Implement and oversee mystery shopper programs to identify pain points within the customer journey and uncover opportunities to enhance the shopping experience and drive sales.
• CX Reporting: Create and maintain detailed reports on customer feedback, incident resolution, and sentiment analysis to identify trends and business impact.
• Cross-Functional Collaboration: Partner with IT, Retail Excellence (REX), Marketing, and E-commerce teams to develop projects that enhance the overall customer experience.
• SLA Implementation: Define, monitor, and refine SLAs for customer service to ensure a seamless experience.
• Customer Sentiment Analysis: Monitor and assess customer sentiment across LATAM, providing actionable insights to stakeholders.
• Project Development: Lead and execute CX initiatives to improve customer satisfaction and loyalty.
What is needed to succeed:
• Proven experience in customer experience management or related fields.
• Strong analytical skills and experience with customer sentiment analysis tools.
• Experience with mystery shopper programs and customer journey analysis.
• Excellent communication and project management skills.
• Ability to work collaboratively with cross-functional teams.
• Experience developing strategies and processes from the ground up.
• Knowledge of SLA implementation and monitoring is a plus.
• Fluent in Spanish and English (Portuguese is a plus).
Did we get your attention?
If you see yourself in the position and would like to become a part of Pandora’s future, please do not hesitate to apply. We look forward to hearing from you!
We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com.
About Pandora
The largest jewelry company in the world, we give a voice to millions of people’s love every day. Pandora jewelry is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.
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.
Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewelry at two LEED-certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.
At Pandora, we believe that creating an inclusive and diverse workplace and reflecting societal diversity in our customer engagement is essential to delivering on our company purpose: to give a voice to people’s love. We dedicate ourselves to fostering, cultivating, and preserving a culture of inclusion and diversity where everyone feels respected and valued.