Customer Promise Manager, Digital Operations

Created: 17-01-2020

Deadline: 09-04-2020

Category: Digital

Location: Copenhagen, Denmark

At Pandora we are building a diverse team of thinkers, makers and doers in our new Global Digital Hub. We want you to bring your expertise, knowledge, ideas, entrepreneurial spirit and experience to make a significant impact. Are you with us? Then keep reading!

Job description and areas of responsibility:
During 2020, we will build a world-class digital team, based in our Copenhagen headquarter, ensuring digital is at the heart of our business. Digital Operations will ensure the effective operation of Pandora’s digital platforms and operational processes, as well as managing change, so that we may better serve our customers.

As Customer Promise Manager your main responsibility will be to investigate the processes around receiving and returning items from Pandora and make them even more reliable and smooth for our customers, in close collaboration with your team. The goal is to reduce costs through eliminating unnecessary customer contact and to develop cost-effective fulfilment options.

Furthermore, you will:

  • Manage a small team with big ambitions and ensure all parts of the operation are aligned behind the most accurate volume plan
  • Monitor and respond to SLA’s across Fulfilment, Customer Contact and Omni Ops and work with operational partners to root out systemic and process weakness to constantly improve these metrics
  • Manage fraud and payments including responding to chargeback requests and develop instore processes to support various Omni services (e.g. BORIS, Click and Collect, Endless Aisle, etc.)
  • Benchmark competitor service offerings and develop Pandora’s response to market changes
  • Work with merchandising, supply chain and markets to ensure appropriate stock planning and reporting is in place to minimise sell-outs and overstocks


Your new team:
You will be part of an exciting business area and work in an international hub of can-do spirited, passionate and performance-driven people. We are a team who work closely together, help each other out and offer the flexibility and freedom needed to allow you to focus on solving our customers’ problems. We work in squads and tribes, using agile to help us deliver customer and business value.

You will report directly to the Digital Operations Director and have the responsibility of four direct reports.


What is needed to succeed:
We are looking for a professional preferably with domain knowledge and experience with volume planning and development of instore processes.

Also, we hope to see that you have and can demonstrate:

  • Minimum 3 years' experience working in eCommerce fulfilment
  • Managerial experience
  • Qualifications within Lean or Six Sigma
  • A strong toolbox obtained through similar roles in other global matrix organisations
  • Fluent English – and if you speak other European languages it is considered a bonus


Something about you:
You might be the person we are looking for if you have an analytical mindset and a high level of execution skills. Your ability to collaborate cross-functionally with key internal stakeholders and your excellent communication skills stand out. With your strong problem-solving skills, you easily navigate in a fast-moving environment where no two days are the same.


Additional information:
Application deadline: April 9, 2020

Expected start date: As soon as possible

This role is based in the Pandora Global Office in Copenhagen, Denmark. Candidates should be willing to travel approximately 25-30 days a year.


Did we get your attention?
We hope you got all your questions answered and feel confident applying for this position, however if you have more questions regarding the position, please contact:

Neil Andrews
Recruiter, Global Office HR
+44 79 73 78 74 98

If you see yourself in the position and would like to become a part of Pandora’s future PLEASE CLICK HERE 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


Icing on the cake
You will be working out of our beautiful Head Office in Copenhagen V, established in 2016 and designed to unite and inspire our teams. Besides our beautiful interior design we are also proud of our LEED Gold Certification for Energy and Environmental Design. This means that we use as few natural resources as possible and that we use them with respect. The result is a professional and dynamic space that is unique, comfortable and inspirational – and delivers a true Pandora experience to anyone who works here or comes to visit.


About Pandora
Pandora designs, manufactures and markets hand-finished and contemporary jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries on six continents through more than 7,500 points of sale, including more than 2,700 concept stores.

Founded in 1982 and headquartered in Copenhagen, Denmark, Pandora employs more than 26,000 people worldwide of whom more than 11,500 are located in Thailand, where the Company manufactures its jewellery. PANDORA is publicly listed on the Nasdaq Copenhagen stock exchange in Denmark. In 2018, Pandora’s total revenue was DKK 22.8 billion (approximately EUR 3.1 billion).