Customer Support Experience Lead

13 hours ago


Copenhagen, Copenhagen, Denmark Pandora AS Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Experience Lead to join our team. This is a unique opportunity to drive business growth and customer satisfaction by developing and implementing a unified service experience approach across Colleague Support.

The ideal candidate will have excellent leadership skills, with the ability to motivate and inspire teams to deliver exceptional results. Strong communication and stakeholder management skills are essential for this role, as you will be working closely with cross-functional teams to ensure seamless integration of support processes and procedures.

Key Responsibilities:

  • Develop and implement a common support process and unified Service Experience approach across Colleague Support.
  • Ensure a digitalized modern employee support experience that meets the needs of all stakeholders.
  • Design/Define/Develop Colleagues Support Service Desk procedures and processes for PANDORA (L0-L1,5).
  • Own the development and operation of service Desk, supporting all 4 domains: corporate, DC, Manufacturing, and Retail.
  • Develop strong relationships with key partners in all 4 Domains to drive value from existing and future changes, challenges, and implementations.
  • Work closely with service-related teams in D&T for product development.
  • Ensure common metrics and follow up on the quality of the Support delivery.
About Pandora A/S

Pandora designs, manufactures, and markets hand-finished jewellery made from high-quality materials at affordable prices. Our products are available in over 100 countries through more than 6,500 points of sale, including around 2,500 concept stores.

We believe in creating an inclusive and diverse workplace, reflecting societal diversity in our customer engagement. At Pandora, we give a voice to people's loves and strive to be carbon neutral by 2025.



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