Logo of Huzzle

Home

Matches

Explore

Manage

Director Customer Relations (m/f/d)

image

PANDORA Jewelry

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Logistics
  • Hamburg

AI generated summary

  • You should have a relevant degree, 5+ years in customer service/retail, leadership experience, CRM skills (SalesForce), strong analytical and communication skills, and the ability to lead through change.
  • You will manage customer relations, oversee call center partnerships, optimize service KPIs, implement improvements, develop team culture, and ensure effective communication with distributors.

Requirements

  • A degree within a relevant field
  • 5+ years of solid experience working within Customer Service, Retail Operations or Call Center environment
  • Experience from retail, fashion, FMCG industry and/or consultancy
  • Experience from global organization (multi-sites preferable)
  • Ideally, you bring previous experience from a leadership / people management role and are passionate about developing and managing an engaged and high-performing team
  • Previous experience working with CRM, specifically SalesForce and Service Cloud
  • Proven track record in providing a high level of service to internal and external customers
  • Ability to foster strong partnerships and influence effectively – across all levels and functions.
  • Demonstrated ability to think strategically, understand complex business challenges and formulate effective solutions designed to create sustained and improved business results
  • Strong analytical skills, including the ability to understand data and use it to drive decision making
  • Strong oral and written communication skills, interpersonal skills, and business acumen
  • Ability to collaborate cross-functionally and cross-culturally, with diverse populations and multiple constituencies
  • Demonstrated ability to lead effectively through change

Responsibilities

  • Direct all aspects of Customer relations within the EMEA region including B2B and B2C Customer Service and Training
  • Manage and oversees relationship between Pandora and 3rd party Ecommerce Call Centers
  • Work cross-functionally and partners closely with distributors and the local market organizations to ensure effective communication of sales priorities and sales challenges
  • Ensure service level agreements and compliance with KPIs creating an optimal customer experience
  • Drive continuous improvements with a focus on processes, customer relationships and brand
  • Develop and implement methods to improve customer data and relationships
  • Responsible for implementing strategies, initiatives and goals through the creation and maintenance of metrics, KPI’s and objectives
  • Continuously optimize the team structure and manage departmental budget efficiently
  • Drive the ongoing development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours
  • Foster and grow a high performing team culture within the department

FAQs

What is the role of the Director Customer Relations at Pandora EMEA Distribution Center?

The Director Customer Relations is responsible for overseeing all aspects of customer relations within the EMEA region, including managing B2B and B2C customer service and training, collaborating on strategic initiatives, and ensuring exceptional customer experiences.

What qualifications are required for this position?

Candidates should hold a degree in a relevant field and have over 5 years of experience in customer service, retail operations, or call center environments, preferably within the retail, fashion, FMCG industries, or consultancy.

Is experience with CRM systems required for this role?

Yes, previous experience working with CRM systems, specifically SalesForce and Service Cloud, is highly desirable.

What kind of team will the Director Customer Relations be managing?

The Director will lead a team of 38 employees and will be responsible for fostering a high-performing team culture.

Are there opportunities for personal and professional development?

Yes, Pandora offers many opportunities for personal and professional development as part of their employee benefits.

What are some of the benefits offered to employees?

Benefits include employee discounts, free meals, monthly massages, subsidized public transport, a pension scheme with employer contributions, and flexible working hours with a mobile working kit allowance.

What type of corporate culture does Pandora promote?

Pandora promotes a corporate culture characterized by mutual respect, tolerance, appreciation, and a willingness to perform, guided by their values: WE DREAM, WE CARE, WE DARE, and WE DELIVER.

Is this role based in multiple locations?

The role is primarily based in the Hamburg-Moorfleet distribution center, but it involves partnership with global and local colleagues, suggesting a degree of multi-site collaboration.

How many countries does the EMEA Distribution Center serve?

The EMEA Distribution Center serves customers in 69 countries across Europe, the Middle East, and Africa.

How can interested candidates apply for this position?

Interested candidates can apply via the Pandora career portal.

image

PANDORA Jewelry

Retail & Consumer Goods
Industry
501-1000
Employees
1912
Founded Year

Mission & Purpose

Pandora is a global jewellery brand renowned for its high-quality, hand-finished products, including charms, bracelets, rings, necklaces, and earrings. Their ultimate goal is to provide affordable luxury and unique, personal jewellery that allows individuals to express their personal style and commemorate life’s special moments. Pandora aims to inspire women around the world by offering a versatile range of pieces that can be customised and cherished, enhancing everyday life with beauty and elegance.

Culture & Values

  • WE DREAM, are visionary and go beyond the obvious

  • WE DARE to pursue bold ambitions with courage and speed

  • WE CARE deeply about each other, our customers and the planet we all share. Every day we strive to be a fulfilling workplace, where each of us can thrive and contribute, where talents can grow

  • WE DELIVER on our promises to colleagues, customers, partners and stakeholders

Benefits

  • Rewards and recognition

    Day-to-day, on-the-job development is essential for any brand. We pay attention to effort and outside-the-box thinking. We reward initiative with development. Results with responsibility. And drive with freedom.

  • Competitive compensation

    Pandora offers competitive compensation packages and, depending on where in the organisation you work, performance-based bonuses. Pandora has dedicated resources working full time to ensure highly competitive compensation and benefit offerings to our employees.

  • Work life balance

    Pandora works hard to maintain a fulfilling, sustainable work-life balance throughout our organisation. We work hard, but we know that to stay innovative, we need to take breaks from work and invest in our lives beyond the office, store or production space. From paid time off to paid maternity/paternity/adoption leave – each region offers attractive benefits to help our people shine.