Specialist, CRM, Pandora NAM
As the largest jewellery brand in the world, we a give a voice to millions of people’s loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives.
Where original thinking is welcomed, and can turn into positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora where you can each craft far more than just an incredible career.
About the Team:
The CRM Specialist will support the US and Canada in planning, executing, measuring, and optimizing their CRM activities, including customer retention, lead generation, personalization, and campaign analysis. This position plays a key role in the ongoing development and management of the email and SMS program. Focused on customer retention and lifetime value, the CRM Specialist will be instrumental in growing and evolving the email and SMS channels by developing and launching targeted personalized campaigns, and working with key vendors and service providers to deliver relevant content and services.
Your Role as Specialist, CRM:
The CRM Specialist will manage a diverse set of tasks, including strategic program management, customer data analysis, and cross-functional collaboration.
Responsibilities include but not limited to routine tasks such as data analysis and report creation, as well as diverse tasks like program development, managing budget and stakeholder management.
- Builds and maintains successful relationships across Global CEL teams, North American Marketing teams and local CRM teammates
- Acts as the first point-of-contact for all email and SMS topics in CA and US
- Take project lead and support teams on cross functional projects related to email and SMS
- Act as a stakeholder and help Global prioritize the development backlog
- Develop and manage the email marketing calendar, ensuring alignment with brand, retail, visual merchandising, and obtaining necessary approvals from the Head of Marketing.
- Contribute to planning the strategy of CRM-related channels (email marketing, sms)
- Develop innovative and personalized email programs to improve channel performance
- Collaborate closely with CRM & Loyalty teams to ensure a throughline between the MyPandora program and email/SMS channel execution
- Create internal briefs for localized emails, and prepare email and sms builds to deploy
- Develop a strong relationship with global counterparts to improve the customer lifecycle journey on a regional level
- Translate global marketing campaigns into specific campaign tactics for loyalty channels, including national brand messages and segmented messages to drive customer enrollment, engagement and retention
- Work closely with Paid and Owned Media team to share insights and recommend actions based on observations within customer audiences
- Cross-train on all email marketing capabilities to assist in planning and execution work during heavy retail shopping periods
- Support Analytics team with added insight and datasets to steer CRM strategy and support the wider marketing team
- Build audiences in partnership with Analytics team and Global Data Scientist that can be used and leveraged in outbound marketing strategies
- Monitor key engagement metrics (i.e CTOR, CTR, Revenue) and initiate data driven optimizations for email and sms channels
- Leverage A/B testing, and personalized content strategies to continuously refine and elevate user engagement
- Own the preparation of internal decks and channel read outs
- Set Regional KPIs and track performance; create and share quarterly reports with markets and Global
- Act as center of excellence, supporting and being proactive in improving our CRM activities
- Responsible for weekly reporting and measurement of loyalty-related campaigns
Craft your career with us if you have:
- 3-5 years of experience in CRM Marketing or related field
- Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint)
- Strong project management skills and experience with project management tools (e.g., Asana, Jira)
- Strong communication skills and experience presenting to leadership
- Ability to manage and execute multiple CRM and loyalty initiatives simultaneously
- Experience in CRM platforms (Salesforce, Adobe Campaign, etc.)
- Strong data analysis and reporting skills to track the performance of loyalty campaigns
- CRM and Loyalty Platform (Salesforce, Jira, PowerBI, BloomReach, Attentive)
Our Benefits:
- We Dare! We offer robust compensation package including base and bonus, a 401K plan to help you secure your financial future
- We Care! Pandora offers extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D, anniversary gift cards, recognition program and product discounts!
- We Dream! Pandora is fostering growth and crafting opportunities to support the business needs which learning and development programs, continuous feedback, LinkedIn learning, tuition reimbursement and more
- We Deliver! PTO Package including: Vacation, Personal, Sick, Celebration days and Paid Holidays
New York Salary: $93,000 - $116,000 commensurate with experience
About Pandora:
Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores.
Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewellery with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 32.5 billion (EUR 4.4 billion) in 2025.
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.
About Pandora NAM:
The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 80 in our Logistics Center in Columbia, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores.
Today, the USA is Pandora’s single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.
