E-commerce Specialist

Pandora Jewelry; Milano; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading jewelry company in Milan is seeking an Ecommerce Operations Specialist to enhance customer experience and manage digital touchpoints. This role involves overseeing the e-store platform, analyzing customer feedback, and coordinating with logistics. The ideal candidate brings 3-5 years of omnichannel retail experience and strong technical skills in Salesforce and analytics tools. Join a dynamic team dedicated to outstanding customer service.

Competenze

• 3-5 years of solid experience in omnichannel retail consumer operations.
• Strong technical understanding of website platform technologies.
• Exceptional communication and meeting management skills.

Mansioni

• Overseeing and improving digital touchpoints.
• Managing the relationship with logistics and operations teams.
• Analyzing consumer feedback to enhance the experience.

Conoscenze

Omnichannel retail experience

Fluent in English

Fluent in Italian

Salesforce experience

Analytical skills

Formazione

Master's degree in Business, Science or relevant equivalent

Strumenti

Salesforce

Adobe Analytics

Descrizione del lavoro

Overview

Pandora Italia is looking for a passionate Ecommerce operations specialist who works as a part of the cluster Ecommerce team from our office in Milan.

We are all ambassadors of our brand and together we form the great Pandora community!

Responsibilities

• Main purpose of the role: The E-commerce Operations specialist takes the lead in delivering a seamless customer experience by overseeing and improving the Digital touchpoints, being a reliable support able to manage e-store platform (Salesforce). Acting as the internal voice of the customer, responsible for collating and acting upon customer feedback, providing resolutions and enhancing all stages of the consumer journey. The role will support the warehouse and customer service teams with order volumes and scaling during promotions and peak periods, as well as ensuring all customer orders are packaged and delivered within SLA. They will optimize and drive onsite user generated content (UGC) including rating and reviews, managing activities to increase the customer organic recognition of the e-store as well (SEO roadmap).
• Responsible for all day-by-day Operational activities.
• Actively contribute to the definition and implementation of the Operating Model for e-store and guarantee its maintenance over time.
• Inspire, motivate and lead the agenda within Pandora around customer experience enhancements and the changing landscape of consumer expectations.
• Being the voice of the customer, analysing feedback and surveys to create a frictionless experience, promoting a client-centric culture to elevate customer experience to the highest standards.
• Manage the relationship with peers and stakeholders such as Logistics, Operations and Customer Service to reach the business targets.
• Coordinate warehouse with the global team, monitoring SLA performances and defining the best approach for customer promises and cut-offs.
• Track and manage consumer experience KPIs and identify opportunities to enhance the consumer experience, providing clear call outs on NPS performance.
• Launch and optimise custom surveys to gather key consumer insights into new enhancements.
• Support the CX experience, managing estore platform (Salesforce) during promotions and launches, including FAQ and Contact Us portals.
• Manage bug and site issues with global and development teams.
• Partner with social team and customer service to ensure that all consumer feedback is collected and drive improvement.
• Work with media team to define and follow the SEO roadmap, ensuring that new features are rolled out to the e-store in a timely manner, auditing and monitoring results.
• Own and manage all stages of an eCommerce project’s lifecycle: from initial discussion to post-go-live phase.
• Optimize, manage and grow quality onsite UGC.
• Launch enhancements relevant for the local market digital experience including technology or partnerships with potential to increase conversion, awareness and to test and learn more about how we can increase our consumer satisfaction by meeting their needs.

Professional qualifications & technical skills

• 3-5 years of solid experience working within omnichannel retail consumer operations / experiences.
• Master degree in Business, Science or relevant equivalent
• Fluent in English & Italian
• Experience with Salesforce and analytics tools like Adobe Analytics, Medallia or equivalent preferred.
• Strong technical understanding of website platform technologies, integration architectures and associated backend operational processes and experience with collaborative task management platform technologies.
• Exceptional communication and meeting management skills across all business facets and with partners / vendors.

Personal competencies

• Exceptional project management and process improvement skills;
• Balanced technical and commercial competencies;
• Strong analytical skills;
• Excellent communication;
• Strong problem-solving;
• Ability to collaborate cross-functionally with key internal stakeholders;
• Performs work with care, accuracy, attention to detail and meet quality standards;
• Ability to prioritize, multi-task and work to tight deadlines.

About Pandora

Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified