Specialist, Customer Experience (m/f/d)

Pandora Group
Hamburg
Full timeFunction: Customer Support (Service Desk)Skills: ["Customer-centric mindset","Precision","Thoroughness","Innovation","Teamwork","Training","Technical support","Pattern recognition"]

Own and optimize customer experience (B2B) operations for the EMEA distribution center, driving systems rollouts and process improvements with strong cross-team collaboration. Serve as the ongoing Super User/SME for SAP and related customer experience tools, leading UAT, training, cutover, hyper-care, and stabilization. Monitor call/email queues and system performance, identify root causes and process gaps, and continuously improve metrics, documentation, and operational readiness.

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FursaFursa
Pandora Group
Pandora Group
2 days ago

Specialist, Customer Experience (m/f/d)

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

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

Job Summary

Own and optimize customer experience (B2B) operations for the EMEA distribution center, driving systems rollouts and process improvements with strong cross-team collaboration. Serve as the ongoing Super User/SME for SAP and related customer experience tools, leading UAT, training, cutover, hyper-care, and stabilization. Monitor call/email queues and system performance, identify root causes and process gaps, and continuously improve metrics, documentation, and operational readiness.
Location: Hamburg
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Act as the ongoing Super User and subject matter expert for SAP and related Customer Experience systems, providing operational support, troubleshooting, and guidance to end users.
  • •Lead and participate in UAT, end-user training, and system testing for ongoing adoption of new functionalities, updates, and enhancements.
  • •Support cutover, hyper-care, and stabilization for new releases or modules to ensure smooth transitions into steady-state operations.
  • •Monitor system performance and customer experience process gaps impacting queues, identify root causes of recurring contacts, and drive initiatives to reduce overall contact demand.
  • •Maintain oversight of workarounds, handling-time changes, and productivity impacts; manage CE Central Process site and knowledge base sources with support to related teams.

Pay and Benefits

Perks:Employee DiscountsMeal AllowanceRemote WorkPensionCommuter Benefits

Key Requirements

  • •Deep understanding of customer experience workflows and warehouse operations.
  • •Deep SAP systems expertise, especially UAT, training, and hypercare support.
  • •Ability to identify process gaps and propose CX improvements through process mapping.
  • •Ability to monitor systems performance and ensure effective order tracking and system status checks.
  • •Skills in preparing internal documentation such as slide decks and newsletters, with a customer-centric mindset.
Skills:Customer-centric mindsetPrecisionThoroughnessInnovationTeamworkTrainingTechnical supportPattern recognition
Tech Stack:SAPUATConfluence

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