Director Customer Relations (m/f/d)

There is a lot of logistical know-how behind every beautiful piece of jewelry. Welcome to Pandora EMEA Distribution Center GmbH, a company of the Pandora Group based in Hamburg-Moorfleet! Since 2011, our mission has been to bring beautiful things to people. Our distribution center is a pioneering logistics center with the highest sustainability standards that is fully geared towards efficient processes. From here we ship our goods quickly, safely and reliably to 69 countries in Europe, the Middle East and Africa. We are as diverse as our jewelry: about 240 employees with over 40 nationalities give special moments to countless customers every day. By supplying the Pandora stores but also through direct contact with end customers. Via the online shop, we delight them with individual products, such as engravings and stylish gift packaging. 

For our distribution center in Hamburg-Moorfleet, we are looking for energetic people who will ensure that wishes come true throughout the EMEA region. Join us now as

 

Director Customer Relations (m/f/d) in full-time

 

 

Let’s DELIVER together:

 

As the Director Customer Relations you will be a critical member of the EMEA Distribution Center leadership team. You will be responsible for partnering with global and local colleagues and business partners in order to collaboratively plan and execute strategic initiatives relating to store requirements (B2B) and the experience for customers (B2C)

This role will provide methodology, design, structure and coordination around gathering customer sentiment and feedback, all while driving operational excellence and leading a world-class team.  

 

You will plan and facilitate the deployment of Pandora’s Customer Relations priorities and initiatives across the business as well as a third-party provider leading and driving best practices of our EMEA Distribution Center. Further you will:

 

• 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

 

To succeed in this role, you should possess great stakeholder management skills, as you will be working directly with many different types of stakeholders across our global network, such as the other DCs, General Managers, commercial clusters and global functions. Furthermore, as a CR Director you are heading up a team of 38 employees and will also have the overall responsibility to ensure the competence level is ahead of the curve at all times.

 

 

<