EU E-Commerce Optimization & Personalisation Lead

Pandora; Aubigny-sur-Nère; On-site; EUR 75,000 - 110,000; Full time

Job summary

Pandora is seeking an experienced leader to head the Western Europe Optimization & Personalisation team on a maternity-cover contract. You will drive the CRO roadmap across France, Spain and Portugal, oversee experimentation, personalisation and digital innovation, and empower cross-functional collaboration with D2C, Analytics and Global teams.

You will formalise ways of working, define ownership and decision rights, and ensure measurable impact through robust testing and analytics.

Qualifications

• Minimum 8 years of experience in e-commerce optimization, CRO, personalisation, digital analytics or digital trading, including ownership of experimentation programmes.
• Previous people-management experience, with the ability to set direction, coach and create accountability.
• Proven experience designing and embedding operating models, governance or cross-functional ways of working in a matrix environment.
• Strong analytical background with hands-on experience in Adobe Analytics or equivalent; proficiency in BI and behavioural analytics tools such as Power BI, Excel or Contentsquare.

Responsibilities

• Own and drive the Western Europe experimentation and CRO roadmap across France, Spain and Portugal.
• Identify customer journey friction points and growth opportunities using web analytics, qualitative insight, customer feedback and business priorities.
• Translate opportunities into clear hypotheses and prioritised business cases, balancing impact, effort, speed and strategic value.
• Lead the end-to-end testing lifecycle, from ideation and design through implementation, QA, monitoring, analysis validation, recommendations and scaling.
• Ensure appropriate experimentation standards and statistical rigour are applied consistently.
• Drive personalisation opportunities across content, product recommendations, segmentation and customer journeys.
• Partner with D2C teams on Salesforce merchandising, campaign launch optimization, data capture and basket abandonment opportunities.
• Support the growth and optimization of My Pandora across e-commerce, identifying opportunities to improve member acquisition, engagement, retention and customer lifetime value.
• Measure business impact and convert learnings into scalable recommendations.
• Act as the Western Europe point of contact for optimization and personalisation, connecting local D2C, Analytics and cluster priorities with Global CRO, Digital Experience and Product teams.
• Champion Western Europe priorities with global stakeholders and ensure local market needs are represented in decision-making.
• Share learnings and best practices to strengthen overall programme quality.
• Report clearly to senior stakeholders on roadmap progress, decisions, risks, test results and business impact.
• Identify and lead relevant AI-driven solutions and digital innovations that improve customer experience, personalisation, operational efficiency or commercial performance.
• Build clear use cases, success measures and adoption plans, ensuring initiatives remain connected to business and customer needs.
• Leverage consumer reviews and NPS insights captured through Medallia or Yotpo and share key learnings across teams.
• Assess the current operating model and identify gaps, overlaps, unclear ownership and recurring friction points.
• Design, document and embed the team's ways of working, including role clarity, decision rights, governance, meeting cadences, escalation paths and documentation standards.
• Define a practical collaboration model with D2C and Analytics teams covering insight generation, opportunity intake, prioritisation, briefing, implementation, QA, performance measurement and post-launch learning.
• Create and maintain simple tools that make the model actionable, such as a RACI, intake brief, prioritisation framework, roadmap view, test card, results template and decision log.
• Facilitate adoption through onboarding, workshops and regular retrospectives, then improve the model based on team feedback and business needs.
• Manage, coach and develop the CRO Specialist, setting clear priorities, objectives and expectations.

Skills

CRO

Personalisation

Adobe Analytics

Power BI

Excel

Tools

Contentsquare

Job description

Pandora is seeking an experienced leader to head the Western Europe Optimization & Personalisation team on a maternity-cover contract. You will drive the CRO roadmap across France, Spain and Portugal, oversee experimentation, personalisation and digital innovation, and empower cross-functional collaboration with D2C, Analytics and Global teams.

You will formalise ways of working, define ownership and decision rights, and ensure measurable impact through robust testing and analytics.