Manager, Customer Insights

About the role

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.

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.
• Constantly stay on top of 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.
• Craft financial and consumer decisions that will have an impact or weight in what decisions we make on 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 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.

Qualifications

• 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 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.

Skills

• Advanced proficiency in analytics tools (e.g., Google Analytics, Tableau, SQL, Excel).
• Familiarity with CRM and marketing automation platforms.
• Strong quantitative and qualitative research skills.
• Ability to create and scale models.
• Excellent communication skills.
• Project management and organizational skills.
• Entrepreneurial mindset.

Benefits

• We Dare! We offer robust compensation package including base and bonus, a 401K plan to help you secure your financial future.
• We Care! Pandora offers extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D, anniversary gift cards, recognition program and product discounts!
• We Dream! Pandora is fostering growth and crafting opportunities to support the business needs which learning and development programs, continuous feedback, LinkedIn learning, tuition reimbursement and more.
• We Deliver! PTO Package including: Vacation, Personal, Sick, Celebration days and Paid Holidays.

Pay

New York Salary: $130,100 - $162,600 commensurate on experience

Schedule

N/A