ECommerce Operations Manager - 6-Month ContractCity: North SydneyCountry/Region: AUApplication Deadline: 31/03/2025About PandoraThe largest jewellery company in the world, we give a voice to millions of people’s loves every day. We sell three pieces of our hand-crafted jewellery every second and have the largest network in the industry, with almost 7,000 points of sale around the globe and a strong online business.Launching in Australia in 2004, Pandora Australia New Zealand (ANZ) has since become the fourth largest market for the Danish jewellery house with 146 stores across the ANZ network, 130 employees in corporate and over 600 employees in retail.We pursue sustainability in everything we do and have set ambitious and measurable targets across every touchpoint of our business, from sourcing through to the materials we use and the marketing of our products.Our peopleOur global workforce is made up of over 33,000 passionate people who, in 2023, helped Pandora record the highest earnings to date, led by a refreshed long-term growth strategy. The pace of our progress has created an energising, ambitious culture where we are empowered to be ourselves and equipped to deliver our very best.As we continue to grow, we also continue to invest in our talent. We’re looking for people who share our values and can help us bring our ambitions to life.Why work with us?North Sydney Office60% off staff discountTeam ‘diamond days’ to connect outside of the officeGrowth opportunities and career planningSubsidised comprehensive healthcare cover with BUPANovated leasingGenerous STIP bonusA day off on your birthday and birthday voucherComprehensive individual wellness supportMain Purpose of the role:The eCommerce Operations Manager role takes the lead in delivering a seamless customer experience by overseeing and improving the Digital and Omnichannel touchpoints. Acting as the internal voice of the customer, this role is responsible for collating and acting upon customer feedback, providing resolutions and enhancing all stages of the consumer journey. This role supports the warehouse and customer service teams during BAU, promotions and peak periods. This role is in charge of detecting, analysing and resolving issues within agreed SLAs, partnering up with cross functional teams locally & globally. This role takes the business lead on eCommerce & Omni projects, sprint releases, new feature roll outs and pilots.LeadershipAct as the internal voice of the customer, and provide cross-functional leadership and guidance to ensure that the customer is at the heart of all commercial and business decisionsInspire, motivate and lead the agenda within Pandora around customer experience enhancements and the changing landscape of consumer expectationsSupport the eCommerce Director and Trading Managers from an operational and consumer standpoint when building out the short, medium and long term business ambitionsPerformanceOversee all systems and operations across eCommerce and omnichannel touchpointsOwn and manage all stages of an eCommerce project’s lifecycle from initial discussion through to post-go-live optimization phases.Review, record, report and escalate changes/issues to the project scope as requiredLaunch 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 needsManage all Bug and Site issues with global and development teamsPartner with social team and customer service to ensure that all consumer feedback is collected to drive improvementsTrack and manage consumer experience KPI’s and find opportunities to enhance the consumer experience e.g. by finding new processes to manage Q&ALaunch and optimize customer surveys to get key consumer insight into new enhancementsSupport the CX experience launches including FAQ and Contact Us portalsResponsibility for Revenue/CAPEX/OPEX: Revenue / CVR within specific ops (omni) projectsPivotal and professional qualifications:Minimum 5 years of solid experience working within omnichannel retail consumer operations/experiencesExperience with analytics tools like Adobe Analytics, Medallia or equivalent preferredStrong technical understanding of website platform technologies, integration architectures and associated backend operational processes and experience with collaborative task management platform technologies (JIRA, Trello, Smartsheet etc).Exceptional communication and meeting management skills across all business facets and with partners/vendors.Computer Skills: Microsoft Excel and PowerPoint, Consumer experience technology, Analytics toolsExceptional project management skillsExceptional process improvement skillsBalanced technical and commercial skill setsStrong analytical skillsStrong problem-solving skillsAbility to collaborate cross-functionally with key internal stakeholdersPerforms work with care, accuracy, attention to detail and meet quality standardsAbility to multi-task and work to tight deadlinesIf you are looking for a new challenge and feel you have the relevant skills then don’t miss out! Please click apply to submit your application.Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.*If you require reasonable adjustments in place during your interview(s), please make us aware as soon as possible*
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