E-Commerce Specialist Milano

E-Commerce Specialist
Milano
Lombardia, Milano

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.

At

**PANDORA** we are guided by four values:

**WE DREAM**-we are visionaries and go beyond the obvious.

**WE DARE** we pursue bold ambitions with courage and agility.

**WE CARE** we care deeply for each other, our customers and the planet we all share.

Every day we strive to be a fulfilling workplace where each of us can grow and contribute,

**WE DELIVER** we keep our promises to colleagues, customers, partners and stakeholders.

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

**to dare**" and probably the most representative for the e-commerce team.

Here you will have a unique opportunity to express your talents and be part of a team where you can build the best version of yourself!

What are you waiting for?

**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.

She/he 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).

**Key accountabilities**:

- 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 the time;

- Inspire, motivate and lead the agenda within Pandora around customer experience enhancements and the changing landscape of consumer expectations;

- Being as voice of customer, analysing feedback and surveys to have a frictionless experience, promoting a client-centric culture to elevate customer experience to the highest standards;

- Manage the relationship with peers and stakeholders as Logistics, Operations and Customer Service to reach the business target;

- Coordinate warehouse with the global team, monitoring SLA performances and defining best approach for customer promises and cut-offs;

- Track and manage consumer experience KPI's and find opportunities to enhance the consumer experience, providing clear call outs on NPS performance;

- Launch and optimise custom surveys to get key consumer insights into new enhancement;

- Support the CX experience, managing estore platform (Salesforce) during promotions and launches, including FAQ and Contact Us portals as well;

- 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 SEO roadmap, ensuring that new features are rolled out to 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 incl.

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 certifie