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

Pandora Group
Hamburg
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Communication","Data-driven decision-making","Problem-solving"]

Lead a team of customer service agents to deliver exceptional customer experiences for stores, partners, and market teams across the EMEA B2B channels. Drive performance through training, continuous process optimization, KPI/SLA monitoring, and service-quality improvement. Act as a bridge between stakeholders to ensure seamless end-to-end coordination, support implementations of new tools (ERP, ticketing), and analyze reports to inform data-driven operational decisions.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Pandora Group
Pandora Group
14 hours ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead a team of customer service agents to deliver exceptional customer experiences for stores, partners, and market teams across the EMEA B2B channels. Drive performance through training, continuous process optimization, KPI/SLA monitoring, and service-quality improvement. Act as a bridge between stakeholders to ensure seamless end-to-end coordination, support implementations of new tools (ERP, ticketing), and analyze reports to inform data-driven operational decisions.
Location: Hamburg
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead a team of customer service agents and ensure exceptional customer experience for stores, partners, and market teams.
  • •Drive high performance through training, continuous process optimization, and maintaining service quality aligned with business goals.
  • •Monitor and manage KPIs, SLAs, and operational processes within internal systems to ensure consistent performance.
  • •Evaluate reports and collaborate with internal and external stakeholders to support data-driven decisions and operational excellence.
  • •Support EMEA clusters with day-to-day operational needs and contribute to projects, including implementation of new working tools (ERPs, ticketing systems) and new processes.

Pay and Benefits

Perks:Pension

Key Requirements

  • •Proven experience in employee management, including planning daily workload and staffing needs.
  • •Ability to analyze processes and daily challenges with a continuous improvement mindset.
  • •Strong communication and persuasive skills, with a coaching approach and ability to make decisions in complex situations.
  • •Experience with MS Office and proficiency with service operations processes (KPI/SLA management).
  • •Experience preferred with ticketing systems (SFSC, Zendesk), ERP (AX, SAP), Power BI, and Jira; C1 English required.
Skills:LeadershipCoachingCommunicationData-driven decision-makingProblem-solving
Languages:English
Tech Stack:MS OfficeTicketing systemsSFSCZendeskERPAXSAPPower BIJira

Company Brief

Pandora Group
The Pandora Group (Pandora A/S) is the world's largest jewelry brand, headquartered in Copenhagen, Denmark.
Industry: Luxury Goods
Headquarters: Copenhagen, Denmark
Website