Customer Experience Specialist

at  Pandora Jewelry

Do you want to be a part of the world’s leading jewelry company while putting your experience in Customer Experience Specialist into use? If yes, then we might have an exciting opportunity for you! You will be part of Pandora Latin America & Asia Pacific Team in an international organization of can-do spirited, passionate, and performance-driven people.
We are seeking a highly motivated CX Specialist to join our Pandora LATAM team. This role is crucial in developing and implementing customer experience strategies across all channels, including e-commerce and physical stores. As the CX Specialist, you will assess and improve customer journeys, acquire and manage customer feedback, and establish processes to enhance customer satisfaction across the region. This role requires a proactive and collaborative individual who can build a CX strategy from the ground up, working closely with cross-functional teams.

Your Role as CX Specialist:

• Customer Feedback Strategy: Design and implement methods to acquire and analyze customer feedback across all channels (e-commerce and stores).
• Incident Management: Develop and manage processes to handle customer incidents, ensuring timely resolution and adherence to SLAs.
• Mystery Shopper Analysis: Implement and oversee mystery shopper programs to identify pain points within the customer journey and uncover opportunities to enhance the shopping experience and drive sales.
• CX Reporting: Create and maintain detailed reports on customer feedback, incident resolution, and sentiment analysis to identify trends and business impact.
• Cross-Functional Collaboration: Partner with IT, Retail Excellence (REX), Marketing, and E-commerce teams to develop projects that enhance the overall customer experience.
• SLA Implementation: Define, monitor, and refine SLAs for customer service to ensure a seamless experience.
• Customer Sentiment Analysis: Monitor and assess customer sentiment across LATAM, providing actionable insights to stakeholders.
• Project Development: Lead and execute CX initiatives to improve customer satisfaction and loyalty.

• Customer Feedback Strategy: Design and implement methods to acquire and analyze customer feedback across all channels (e-commerce and stores).
• Incident Management: Develop and manage processes to handle customer incidents, ensuring timely resolution and adherence to SLAs.
• Mystery Shopper Analysis: Implement and oversee mystery shopper programs to identify pain points within the customer journey and uncover opportunities to enhance the shopping experience and drive sales.
• CX Reporting: Create and maintain detailed reports on customer feedback, incident resolution, and sentiment analysis to identify trends and business impact.
• Cross-Functional Collaboration: Partner with IT, Retail Excellence (REX), Marketing, and E-commerce teams to develop projects that enhance the overall customer experience.
• SLA Implementation: Define, monitor, and refine SLAs for customer service to ensure a seamless experience.
• Customer Sentiment Analysis: Monitor and assess customer sentiment across LATAM, providing actionable insights to stakeholders.
• Project Development: Lead and execute CX initiatives to improve customer satisfaction and loyalty