Senior Manager, Ecommerce Performance and Customer Journey Optimization

Mission: Lead the continuous improvements of Pandora’s flagship digital store to deliver a seamless, inspiring ecommerce customer journeys that elevate the brand, drives meaningful customer engagement, and maximize commercial performance, informed by customer signals to serve their needs across all touchpoints.

Are you passionate about shaping exceptional ecommerce experiences that connect consumer, brand, and commerce? Do you thrive at the intersection of data, creativity, and strategy, identifying opportunities to continuously improve how consumers discover, engage with, and shop online?

As Senior Manager, Ecommerce Customer Journey Optimization, you will play a pivotal role in evolving the digital experience of Pandora’s flagship ecommerce platform, Pandora.net. Your mission will be to continuously enhance the end-to-end ecommerce customer journey, ensuring that the online experience inspires consumers, reflects the strength of the Pandora brand, and drives sustainable ecommerce growth.

You will lead a structured approach to identifying and prioritizing continuous improvements across the ecommerce journey, from discovery and inspiration through product exploration, engagement, and conversion. Through a combination of experimentation, insight-driven optimization, and cross-functional collaboration, you will help ensure Pandora.net evolves into an increasingly seamless, inspiring, and high-performing digital experience.

Reporting to the Global Senior Director of Digital Commerce, you will also lead our transformational program FOCUS ON .NET CORE (FONC), a strategic initiative designed to unlock the full potential of Pandora.net. This program plays a critical role in driving meaningful improvements to the digital experience and generating significant incremental ecommerce revenue globally.

In addition to driving optimization initiatives, you will establish clear ways of quantifying and articulating the value created through customer experience improvements, ensuring that the impact of digital initiatives is visible and understood across the broader organization.

Leading a team of 3 specialists and working closely with cross-functional global team (including ecommerce, marketing, UX, Digital & Technology), as well as regional Cluster ecommerce teams, you will help shape how Pandora continuously improves the digital experience for millions of consumers worldwide.

Key responsibilities

Lead end-to-end ecommerce customer journey optimization

• Act as a strategic thought partner to the Global Senior Director of Digital Commerce, shaping strategy and providing guidance and recommendations across all aspects of customer journey optimization, experimentation, and effective operating model
• Lead the strategy and process for continuous improvement of the Pandora.net customer journey, spanning discovery, inspiration, product exploration, engagement, and conversion
• Identify opportunities to remove friction, elevate storytelling, and enhance the overall digital experience
• Ensure optimization efforts strengthen both customer engagement and commercial performance while maintaining a premium brand experience

Lead the FOCUS ON .NET CORE (FONC) program

• Own and drive the FONC program as a strategic lever for accelerating Pandora.net’s digital transformation, ensuring initiatives are tightly connected to the company’s broader ecommerce strategy and business objectives
• Maintain a comprehensive view of improvement opportunities, initiatives, and outcomes, translating insights into actionable priorities that advance both customer experience and commercial performance
• Source and evaluate ideas across the organization, aligning them with strategic goals and prioritizing initiatives with the highest potential impact for growth and brand elevation
• Collaborate closely with business, technical, and cross-functional teams to ensure initiatives are feasible, scalable, and fully integrated into the broader digital roadmap, supporting Pandora’s long-term digital acceleration

Lead global experimentation and insights

• Own the global Center of Excellence for experimentation, establishing governance, frameworks, and best practices to accelerate learning across markets
• Establish and lead a structured approach to experimentation and testing, enabling teams to validate ideas and continuously improve the digital experience
• Translate insights into strategic recommendations and scalable initiatives for implementation across regions
• Partner with UX, analytics, product, and engineering teams to design and implement experiments that improve customer engagement and ecommerce performance
• Drive innovation in experimentation and optimization, using AI and emerging technologies to accelerate insights and increase efficiency
• Promote a test-and-learn culture across the ecommerce organization

Establish value tracking and impact measurement

• Develop frameworks to quantify and communicate the value created through customer journey improvements
• Track the impact of optimization initiatives across both commercial and customer engagement metrics
• Ensure insights and learnings from experiments are captured and shared to inform broader digital strategy

Build and lead a high-performing team

• Lead and develop a high-performing global team while influencing and mentoring broader regional teams to deliver strategic impact
• Foster a culture of customer-centric thinking, experimentation, and continuous improvement across the organization
• Provide senior-level guidance, strategic direction and coaching, ensuring the team drives initiatives that advance Pandora’s global ecommerce goals

What you’ll bring

We are looking for a strategic and consumer-focused digital leader who combines strong commercial understanding with a passion for improving customer experiences.

You are naturally curious about how consumers interact with digital products and motivated by the opportunity to continuously improve those experiences through insight, experimentation, and collaboration.

You are comfortable navigating complexity and ambiguity, and you enjoy bringing structure to emerging opportunities while influencing stakeholders across functions.

Furthermore, we hope to see that you have:

• 8+ years of experience in ecommerce, digital experience, experimentation, or customer journey management within global, consumer-facing organizations
• A strategic mindset, able to shape the future of ecommerce journeys while driving measurable business outcomes
• Consumer-centric thinking, with a focus on creating experiences that elevate brand engagement and commercial performance
• Proven ability to lead complex, cross-functional initiatives, connecting product, marketing, analytics, UX, and technology teams
• Strong analytical skills, using data and insights to prioritize opportunities, track value, and inform strategic decisions
• Experience building frameworks, processes, and scalable structures that enable teams to deliver lasting improvements
• A proven track record of leading and developing high-performing teams, fostering collaboration, accountability, and innovation
• A growth-oriented, forward-looking mindset, continuously challenging how ecommerce experiences can evolve to meet changing consumer needs
• Proficiency in Jira, Confluence, Microsoft Office, Adobe Analytics, and experimentation platforms (e.g., Monetate, Optimizely) is required

Additional information

Global Career Band: 4A, Senior Manager

Did we get your attention?
If you see yourself in this role and would like to become a part of Pandora’s future, please apply. We look forward to hearing from you! We process applications on a continuous basis, so we encourage you to apply as soon as possible. Learn more about Pandora at www.pandoragroup.com

Icing on the cake
You will be working out of our beautiful Head Office in Copenhagen V, established in 2016 and designed to unite and inspire our teams. Besides our beautiful interior design we are also proud of our LEED Gold Certification for Energy and Environmental Design. This means that we use as few natural resources as possible and that we use them with respect. The result is a professional and dynamic space that is unique, comfortable and inspirational – and delivers a true Pandora experience to anyone who works here or comes to visit. 

About Pandora 
Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores.  

Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewellery with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 32.5 billion (EUR 4.4 billion) in 2025.  

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