Manager, Customer Insights + Analytics (Ecommerce)

About The Team

As the eCommerce Analytics & Consumer Insights Manager, you will serve as the keeper of the consumer within NAM eCommerce — ensuring every digital decision is rooted in a deep understanding of customer behavior, preferences and the evolving eCommerce landscape. Your focus will span the full customer journey, from acquisition through to post-purchase, translating insights into actions that optimize the site experience and drive performance across conversion, retention, and lifetime value. You will own the definition and monitoring of key consumer success metrics across the purchase funnel, ensuring they are data-driven and aligned with both NAM and global business objectives. Working in close partnership with the NAM Marketing team, you will measure digital spend efficiency, evaluate the impact of online marketing initiatives on eCommerce KPIs, and help shape how resources are allocated to maximize ROI and deliver sustainable growth across the US and Canada.

Responsibilities

• Analyze and interpret customer behavior across the full funnel — from acquisition through to post-purchase — to identify key drivers of engagement, conversion, and satisfaction.
• Own the customer segmentation framework for NAM eCommerce, ensuring segments are actionable, current, and consistently applied across marketing and onsite experience, working closely with CRM and digital marketing teams to connect off-platform personalization to the onsite journey.
• Develop a deep understanding of Pandora's NAM eCommerce customer base — who they are, how they behave, and what drives them to buy, return, or lapse — translating this into clear, commercially tied recommendations for senior leadership.
• Identify white space opportunities within untapped or underdeveloped segments to support business growth.
• Monitor purchasing patterns, shopping behaviors, and assortment preferences to inform merchandising, marketing, and trading decisions, including ad hoc analysis and business cases as needed.
• Challenge existing attribution models and drive a more sophisticated understanding of marketing performance across paid and owned channels.
• Champion AI adoption across the NAM eCommerce team, proactively exploring tools and technologies that elevate analytical output and commercial impact.
• Collaborate with the global CIMA team to ensure NAM eCommerce insights are connected to broader brand-level understanding, without duplicating effort.
• Maintain a constant pulse on new analytics solutions and a keen understanding of developments in technology, especially search.
• Champion the adoption of AI and data-driven tools within the team.
• Be involved in modeling financial and consumer decisions that impact opportunity and investment sizing.

Requirements

• Bachelor’s degree in Marketing, Business, Data Analytics, or a related field; advanced degree preferred.
• 6-8 years of experience in customer experience analytics, marketing analytics, or consumer research.
• 3-5 years of functional leadership/people management role for a digital team.
• Experience from retail, fashion, or FMCG industry.
• Experience from a global organization.
• Deep understanding of customer journey mapping and experience analytics.
• Strong quantitative and qualitative research skills; ability to synthesize data from multiple sources.
• Ability to create and scale models.
• Advanced proficiency in analytics tools (e.g., Google Analytics, Tableau, SQL, Excel) and familiarity with CRM and marketing automation platforms.
• Excellent communication skills, with the ability to influence cross-functional teams and present findings to executive stakeholders.
• Entrepreneurial mindset with a demonstrated ability to seek and capitalize on new opportunities.
• Strong project management and organizational skills.
• Proven track record of working independently and as a self-starter in a fast-paced environment.

Benefits

• Robust compensation package including base and bonus.
• 401K plan to help secure your financial future.
• Extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D insurance.
• Anniversary gift cards and recognition program.
• Product discounts.
• Learning and development programs, continuous feedback, LinkedIn Learning, and tuition reimbursement.
• PTO Package including: Vacation, Personal, Sick, Celebration days, and Paid Holidays.

Pay

New York Salary: $130,100 - $162,600.

About Pandora

Pandora is the world's largest jewellery brand, specializing 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.

About Pandora NAM

The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 80 in our Logistics Center in Columbia, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores. Today, the USA is Pandora’s single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.