About the job
Pandora is elevating its retail experience to deepen customer engagement accelerate growth in China. To drive this transformation, we are seeking a dynamic Specialist, Retail Ops — a project-led professional who will own, lead, execute key initiatives that enhance brpresence, customer experience, in-store impact.
This role is at the heart of retail innovation, acting as the end-to-end project owner ffive core programs: Engraving Service, GWP Management, Mall Activity, Store Activation, Mall Advertising & Social Media Exposure. You will ensure these initiatives are strategically designed, cross-functionally aligned, flawlessly executed across all retail touchpoints.
Beyond project leadership, you will enable seamless coordination between brand, marketing, CRM, IT, visual merchandising, store operations to deliver a consistent, premium, emotionally resonant experience fevery customer. If you thrive in a fast-paced environment, excel at managing multiple priorities, are passionate about turning brvision retail reality, this is your opportunity to lead with impact.
Project Ownership – Core Initiatives
You will lead the end-to-end delivery of five strategic retail excellence projects:
• Engraving Service: You will drive the standardization enhancement of Pandora’s engraving service across all stores. This includes developing SOPs, training store teams, optimizing service workflows, integrating engraving seasonal campaigns member benefits. Your goal is to elevate this service a signature brmoment that strengthens emotional connection with customers.
• GWP Management: You will manage the full lifecycle of all GWP campaigns — from concept development budget planning to vendcoordination, logistics, store rollout, post-campaign performance analysis. You will ensure each GWP aligns with bridentity delivers measurable impact on sales conversion, averageder value, customer retention.
• Mall Activity: You will plan execute regional co-branded events with key shopping malls, such as holiday collaborations, themed installations, traffic-sharing initiatives. These activities aim to increase brvisibility, attract new customers, strengthen partnerships with mall landlords. You will evaluate each event’s effectiveness build a library of best practices ffuture scalability.
• Store Activation: You will design lead “store-as-experience” programs, including VIP events, KOS engagement days, pop-up activations, exclusive member experiences. These initiatives are designed to turn physical stores engaging brdestinations that foster loyalty word-of-mouth.
• Mall Advertising & Social Media Exposure: You will secure high-impact advertising spaces in premium malls — such as LED screens, central displays, elevatpanels — to boost offline brpresence. Simultaneously, you will driveganic social exposure by creating “in-store打卡 + social sharing” campaigns, leveraging KOS KOLs on platforms like Xiaohongshu, Douyin, WeChat Video Channel to amplify reach integrated online-offline momentum.
Cross-Functional Enablement & Operational Excellence
In addition to leading projects, you will play a critical enabling role across multiple operational brfunctions:
• Fans Complaints: You will establish a responsive structured process fhandling customer complaints, ensuring timely resolution feedback loops. You will analyze recurring issues collaborate with relevant teams to implement systemic improvements, while regularly reporting on customer sentiment satisfaction trends.
• Cleaning Service: You will define clear service standards, quality checks, training protocols to position this as a trusted, premium value-added service.
• BrCommunication: You will ensure consistent accurate delivery of Pandora’s brstory, values, product messaging across all retail touchpoints, maintaining brintegrity clarity.
• BrMarketing: You will partner closely with the marketing team to ensure retail marketing campaigns are effectively translated in-store execution, with alignment on themes, promotions, customer messaging.
• Landlord Resource Management: You will build maintain strong relationships with key mall landlords to secure premium store locations, co-promotion opportunities, access to high-traffic festival events.
• Visual Merchandising (VM): You will work hand-in-hwith the VM team to ensure new product launches, seasonal displays, campaign setups are implemented accurately on time across all stores.
• Media Content Management: You will monitmanage digital media content displayed in stores — including TVs iPads — to ensure brmessages are up-to-date, compliant, impactful.
• CRM & WeChat Community: You will support the rollout of CRM strategies in stores, drive engagement in WeChat communities, help execute member-exclusive activities to strengthen digital customer relationships.
• KOS Engagement: You will design host exclusive experiences fKey Opinion Spenders (KOS), gather qualitative feedback, share insights to inform product development service improvements.
• PANZONE Internal Training & Communication Platform: You will lead the development distribution of training materials fPANZONE campaigns manage internal communication platforms — such as Enterprise WeChat learning portals — to ensure all frontline staff are informed, trained, ready to deliver a unified experience.
• POS Promotion System Maintenance: You will collaborate with IT Retail Operations to ensure promotional rules, discounts, GWP logic are accurately configured activated in the POS system, supporting smooth campaign execution.
• Store Communication: You will establish maintain efficient communication channels — such as weekly briefs, newsletters, virtual town halls — to ensure timely consistent flow of information from headquarters to store teams, including strategy updates, policy changes, campaign news.
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