E-Commerce Team Leader

Pandora A/S; Johannesburg; On-site; ZAR 300 000 - 600 000; Full time

Job summary

An established industry player is seeking an eCommerce Team Leader to drive operations in Johannesburg. This role offers a unique opportunity to enhance the online shopping experience while managing fulfillment processes in a dynamic environment. You will lead a dedicated team, ensuring that products are accurately picked, packed, and dispatched while maintaining high standards of customer service. Join a collaborative and inclusive workplace where your contributions will be valued, and every day presents a chance to make a significant impact in the retail sector. If you're passionate about eCommerce and ready for an exciting challenge, this position is perfect for you.

Benefits

Dynamic Work Environment

Collaborative Team

Opportunities for Growth

Qualifications

• 3-5 years of retail/eCommerce experience, preferably in luxury or jewelry sales.
• Strong analytical skills and mastery of MS Office required.

Responsibilities

• Manage eCommerce operations ensuring timely fulfillment and exceptional customer service.
• Collaborate with global teams to implement campaigns and manage inventory.

Skills

Retail Experience

eCommerce Operations

Customer Service

Analytical Skills

Time Management

Education

Grade 12

Degree in eCommerce

Tools

MS Office

Website Administration

Job description

If you've ever dreamed of being part of the world's largest jewelry company, here's your chance!

Pandora is a multinational company present in over 80 countries, continuously strengthening its leadership position through an expansion plan that includes new store openings every year. In Italy alone, we involve more than 1,600 "Pandorians," with over 33,000 worldwide.

Role Mission

We are looking for a candidate that is eager to drive and actively participate in the operations of our eCommerce business in South Africa by taking responsibility for the fulfillment operations.

As part of a small and energetic team, you will ensure that all items sold are picked, packaged, and dispatched in a timely manner, providing the customer with an exceptional online shopping experience in our eCommerce fulfillment center. Part of the job will also be to handle returns and respond to online customer queries in a timely and service-oriented manner. To ensure success in this position, you must perform to a high level of accuracy. Top candidates will be organized, able to perform under pressure, and always have a state-of-the-art customer experience on top of their mind.

Key Responsibilities

• Responsible for eCommerce performance, setting clear KPIs and defined plans to reach them.
• Work closely with the global eCommerce Team to ensure the local implementation of global campaigns on e-com site and brand site.
• Responsible for carrying out the merging process between brand site and e-com site.
• Work closely with the Merchandising Department to ensure that the product offering is in line with the current IT assortment and provides the proper forecast for new product launches.
• Ensure the full alignment of the eCommerce platform in terms of updated product assortment and campaign implementations.
• Support in operational activities including picking, packing, and returns management (no nightshifts).
• Work with IT for printing and handling of order/return fulfillment.
• Provide a professional level of customer service via phone with emphasis on strong after-sales service.
• Check and count stock received for eCommerce inventory and shipping material.
• Ensure all returns are processed correctly and dealt with efficiently and timely.
• Manage the fulfillment center of the South African Pandora eCommerce business, ensuring qualitative operational processes and driving constant optimization.
• Maintain standards in merchandise handling, loss prevention, and replenishment.
• Build and maintain a solid customer experience through fulfillment of orders and customer response times within SLA.
• Promote excellent customer service ensuring customer inquiries and complaints are handled in a professional and timely manner according to set KPIs.
• Support Pandora South Africa Country Manager in resource planning and report on operational productivity.
• Maintain awareness of service level requirements and operational policies, return and exchange processes, and security best practices.
• Produce weekly and monthly performance reports by providing analysis for all the relevant KPIs of the channel, to be shared at local level.
• Ensure regular monitoring of the status of the assortment on the e-store site, to check alignment to the local master data defined by merchandising.
• Functional coordination of eCommerce assistants.

Minimum Requirements

• Must have a minimum Grade 12 with a preference for a tertiary education in eCommerce (preferably a degree).
• Must have 3-5 years’ retail/eCommerce experience (Sales; Luxury or Jewelry Sales preferred).
• Mastery of MS Office (Word, PowerPoint, Excel).
• Strong analytical skills and attention to detail.
• Knowledge of website administration.
• Ability to prioritize and manage time wisely in a fast-paced environment.
• Passion for work and the product.
• Critical approach to the creative evaluation of all communication layouts.

What Does This Mean for You?

Unleash your full potential: At Pandora, you'll have the opportunity to shine and showcase your talent in a stimulating and dynamic environment. Here, your work won't just be a job but a true mission to help grow the company and achieve new milestones.

Join a unique team: Becoming part of Pandora means joining a collaborative and inclusive team committed to shared success. You'll find a workplace where everyone is valued for their unique skills and contributions.

Contribute to success and growth: As an ECommerce Team Leader, you'll be part of the engine driving the company forward by leading your team toward success and maximizing growth opportunities. Every day will be an opportunity to make a difference and leave your mark in the retail world. Join Pandora and get ready for an exciting and rewarding adventure!