What are the responsibilities and job description for the MANAGER, CUSTOMER EXPERIENCE position at Pandora?
Customer Experience Manager
Do you want to be a part of the world's leading jewellery company while putting your experience in Internal Communication into use? If yes, then we might have an exciting opportunity for you! You will be part of an exciting business area and work in an international organisation of can-do spirited, passionate, and performance-driven people.
About the role :
The Customer Experience Manager will lead a team of in-house Pandora supervisors who oversee retail, eCommerce, and social media escalation teams, ensuring timely and effective resolution of complex customer issues. This role is responsible for driving operational excellence, fostering a customer-centric culture, and aligning escalation processes with Pandora's service standards and business goals. The ideal candidate will be skilled in managing cross-functional teams, possess expertise in customer service escalation processes, and demonstrate strong leadership and problem-solving abilities. This role requires a proactive approach to process improvement and exceptional communication skills to collaborate across departments and with senior leadership.
What you will do in this role :
Leadership and People Management
- Lead and manage a team of supervisors overseeing in house retail, eCommerce, and social media escalation teams, ensuring alignment with Pandora's customer experience vision.
- Build strong relationships with supervisors and team members, fostering trust, accountability, and open communication.
- Develop and implement frameworks to effectively address performance gaps, reset expectations, and reinforce positive behaviour's.
- Provide ongoing coaching, mentorship, and performance feedback to supervisors, equipping them with the tools and confidence to lead their teams effectively.
- Act as a role model by embodying Pandora's values and demonstrating a customer-first, employee-centric mindset.
Escalation Management and Operational Oversight
Process Improvement and Strategic Initiatives
What is needed to succeed :
About Pandora :
Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.
Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery 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.
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.
