Manager, Customer Experience

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

• Collaborate with supervisors to address high-priority escalations and maintain resolution quality and consistency.
• Develop, implement, and refine escalation protocols to streamline issue handling and minimize repeat escalations.
• Monitor and analyze escalation trends to identify root causes, operational gaps, and opportunities for process improvement.

Process Improvement and Strategic Initiatives

• Partner with internal stakeholders to develop and optimize escalation processes that align with organizational goals and customer expectations.
• Use data-driven insights to recommend and implement enhancements to productivity and customer satisfaction.
• Collaborate on strategic initiatives to improve overall customer experience and reduce escalation volume through proactive solutions.
• Prepare and deliver reports on escalation trends, team performance, and customer insights to drive informed decision-making at the leadership level.

 

 

What is needed to succeed:
 

• Proven Leadership Experience: at least 5 years in a management role, preferably in customer service, customer success, customer experience or escalation management, with a demonstrated ability to lead and inspire teams.
• Empathy and Emotional Intelligence: Strong understanding of customer and employee needs, w