CRM Expert

PANDORA is a globally recognized jewelry brand known for its high-quality, hand-finished pieces made from premium materials at accessible prices. With a mission to inspire women to express their individuality and personal style, PANDORA designs romantic, feminine jewelry that celebrates the special moments in every woman's life.

Renowned for its unique and distinctive design, PANDORA is present in more than 100 countries across six continents. The brand’s products are available in over 6,800 points of sale, including more than 2,600 concept stores worldwide.

CRM EXPERT

Job brief

As a CRM Expert, you will be responsible for customer retention through customer satisfaction and customer development through customer insight.

Key Responsibilities

In this position, your main responsibilities will include without limitation the following:

• Managing all areas of CRM strategy for 10 markets (Serbia, Croatia, Slovenia, BIH, Macedonia, Montenegro, Moldova, Malta, Morocco, Kosovo);
• Leveraging globally designed email campaigns for respective markets, including localising content focusing on product selection & copywriting and testing solutions for optimisation;
• Develop and manage personalized customer journeys across email and other direct channels;
• Define and refine segmentation, lifecycle triggers, and loyalty flows;
• Leverage CRM analytics to optimize targeting, frequency, and content;
• Managing end-to-end email campaigns including defining segments, setting targets and workflows and performance reporting (Salesforce - Marketing cloud);
• Implementing and managing automated programmes (from creative concepts through reporting and optimisation);
• Provide support for customer feedback throughout surveys, create reports with a strategic point of view to increase user satisfaction level;
• Introducing and managing new projects for data capture and developing loyalty;
• The coordination of system integrations with the CRM side and data validation;
• Tests synchronisation between systems when introducing new options and capabilities in the CRM application;
• Responsible for CRM analysis and customer insights tools;
• Define key indicators and methodologies of analysis for developing Market customer insights;
• Based on analytical insights and communications campaign results, define specific needs on identified customer profiles and provide recommendations;
• Recommend tests and actions to activate “Increase” and “Loyalty”;
• Close cooperation with Retail & E-commerce teams.
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Key qualifications for this position include, but are not limited to:

• University Degree (or equivalent) in Mathematics / Economics / Statistics;
• 5 years of experience in data mining-related activities / Analytical / CRM;
• Professional level Excel, professional level of SQL is an advantage;
• Fluency in English is mandatory.

Candidate profile:

• Strong work ethic with a positive can-do attitude;
• Excellent analytical thinking;
• Ability to work proactively, and independently with good work prioritisation;
• Flexibility and adaptability to everyday challenges;
• Excellent communication skills with the ability to influence stakeholders.

What we offer:

• Key role in an international company with group-level responsibility;
• Opportunity to work with an exceptional team of people;
• Collaborative and supportive work environment;
• Professional development and career growth opportunities;
• Competitive salary package and performance-based incentives;
• Private health insurance.