Specialist, Customer Experience (m/f/d)

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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 inHamburg-Moorfleet, we are looking for energetic people who will ensure that wishes come true throughout the EMEA region. Join us now as

Specialist, Customer Experience (m/f/d)

Let’s DELIVER together:

The B2B Specialist plays a central role in supporting and optimizing customer experience processes, with a strong focus on systems rollouts, process improvements, and cross-team collaboration. This position acts as a key resource for supporting the implementation of new tools and systems, such as SAP, by providing expertise, training, and support to colleagues, while also identifying and addressing process gaps to ensure smooth operations.

In addition, the role holds ownership for key operational metrics by ensuring call and email queues are effectively supported and continuously optimized, while identifying root causes of recurring contacts and driving initiatives that reduce overall contact demand.

• Serve as the ongoing Super User and subject matter expert (SME) for SAP and other related CE systems, providing continuous operational support, troubleshooting, and guidance to end users.


• Lead and participate in UAT, end-user training, and system testing on an ongoing basis, ensuring effective adoption of new functionalities, updates, and enhancements.


• Support cutover, hyper-care, and stabilization activities for new releases or modules, ensuring seamless transitions into steady-state operations.


• Continuously monitor system performance, identifying process gaps or inefficiencies impacting Customer Experience, and drive corrective actions in collaboration with relevant stakeholders.


• Act as a key contributor to ongoing system and process improvements, enhancing usability, efficiency, and operational collaboration across all connected teams. Ensure actionable points are executed on time and connect with TLS for allocation of tasks.


• Maintain oversight of workarounds, handling-time changes, and productivity impacts, ensuring transparency and alignment with the CE team. (Confluence, guides, maps and SOPs). Maintenance of the CE Central Process site and related knowledge base sources. Cooperates with Quality and training team for input and improvements on processes.


• Continuously strengthen stakeholder support by proactively aligning with internal and external partners—including, warehouse operations, Logistics & Planning, Carriers, and other business functions to ensure smooth daily operations and a strong cross-functional partnership. Cooperates with Retail Support team and logistics for patterns monitoring (RTS, discrepancies, invoice corrections)

What we DREAM of:

• CX & WH Ops Integration: Understanding of customer experience workflows and warehouse operations


• SAP Expertise: Deep understanding of SAP systems, especially UAT, training, and hypercare support.


• Process Mapping & Gap Analysis: Ability to identify process gaps and propose CX improvements.


• Project management, stakeholder coordination System Monitoring: Familiarity with proactive order tracking and system status check, IT troubleshooting, escalation protocols


• Presentation & Documentation: Skills in preparing slide decks and newsletters for internal communication.


• Customer-Centric Mindset


• Precision, thoroughness


• Innovation, teamwork


• Training, technical support


• Pattern recognition, insightfulness

We CARE about you:

Join our dynamic and international environment and share our values with us:WE DREAM ,WE CARE ,WE DARE andWE DELIVER . Our corporate culture is characterized by mutual respect, tolerance, appreciation, and willingness to perform.

As part of our Pandora family, you are an integral part of our success. That’s why we offer you a fair salary, a modern workplace, many opportunities for your personal and professional development, and attractive additional benefits – a package full of gems for you:

• Internationally successful company with a flat hierarchy


• A highly motivated team with a can-do attitude


• Employee discounts on Pandora products


• Free breakfast and lunch and free drinks


• Free monthly massage


• Cooperation with corporate benefits and free access to a benefits portal for discounted tickets for sport, culture events, and corporate deals


• Company subsidized public transport ticket


• Company pension scheme with an attractive employer contribution and insurance package


• Flexible working time with opportunities for mobile working and Mobile Working Kit Allowance

We love to celebrate special moments together that matter to us, such as your birthday, when you get a day of special leave, or with company events in the summer and at Christmas.

It is important to us that everyone feels they belong with us, regardless of ethnic origin, gender, disability, religion, ideology, age, or sexual identity.

Pandora EMEA Distribution Center Bredowstraße Hamburg pandoragroup.com