Team Lead, Customer Experience (m/f/d) - B2B

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.

Team Lead, Customer Experience (m/f/d) in our B2B team

Hamburg | Fulltime

Let’s DELIVER together:

The Team Leader in Customer Experience is responsible for leading a team of customer service agents to deliver an exceptional customer experience for our Stores, partners and market’s teams.

This role ensures high performance through training, continuous process optimization, and fostering a culture of excellence on both channels. The Team Lead will also drive continuous improvement initiatives, maintain service quality, and align team objectives with business goals.

Additionally, the TL is a bridge between different stakeholders of the organization ensuring seamless coordination, driving operational excellence, and maximizing with and end-to-end approach, customer satisfaction across all touchpoints.

The Team Lead plays a crucial role in identifying and implementing improvements within the organization, enhancing customer service processes and efficiency. Support during implementation of new working tools (i.e. ERPs, Ticketing systems) and integration of new processes is requested in order to provide accurate business insights.

So, in this role

• You will be leading employees and take care of the planning and management of daily workload and staffing needs.
• You are responsible performance evaluations and conducting employee reviews.
• You will evaluate reports in order to make data driven decisions and collaborate with various internal and external stakeholders.
• You are responsible for actively monitoring and managing Key Performance Indicators (KPI's), Service Level Agreements (SLA's), and processes within our systems.
• You will support our EMEA clusters in their day-to-day operational needs and cooperate in projects related queries
• You will analyse processes and daily challenges and have a continuous improvement approach.

What we DREAM of:

• Sound experience in the field of employee management.
• Ability to analyze processes and daily challenges and have a continuous improvement mindset.
• Ability to make and prioritize decisions even in complex situations and have a high level of commitment.
• Hands-on mentality.
• Inspiring leader that focuses on foster talents and coaching
• Strong communication and persuasive skills, with ability to shape discussion situations, actively approach others and radiate confidence and drive.
• Strong MS office Skills
• Experience preferred in Ticketing systems (SFSC, Zendesk), ERP (AX, SAP), Power BI, Jira
• C1 level in English is required.

We CARE about you:

Join our dynamic and international environment and share our values with us: WE DREAM, WE CARE, WE DARE and WE 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 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 34 • 22113 Hamburg • pandoragroup.com