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VP, Retail Excellence and Customer Experience

City:  Copenhagen V
Country/Region:  DK
Application Deadline:  22nd of September 2024

Are you a strategic retail leader with a passion for consumer experience and operational excellence? Do you thrive in innovative, global environments where you can shape strategy and inspire transformation? Are you ready to lead Pandora’s global retail evolution and build future-proof capabilities? If so, we’d love for you to apply for this exciting opportunity as VP, Retail Excellence. 

  

As VP, Global Retail Excellence, you will have real influence to shape and embed a true retail mindset across the organization by building best in class retail capabilities and partnering with HQ functions to deliver effective solutions that enhance selling, storytelling and store productivity. 

  

The role requires a deep understanding of the entire consumer retail ecosystem — across Owned & Operated — to ensure strategies and solutions are connected, consumer-obsessed, and omni-channel by design. 

  

You will drive globally consistent yet locally relevant retail strategies, standardize best practices across markets, and foster a strong community of Sales Directors and Country Managers, ensuring their perspectives are represented at HQ. The role will lead a Global Office Team of 35 in total, as well as a matrix leadership of all the cluster Sales Operations. We are therefore, needing a highly collaborative, credible and seasoned senior leader who can lead and engage a complex and dynamic team. 

  

 

Key Responsibilities 

  

Strategic Leadership & Capability Building 

  • Shape and drive a global retail strategy that maximizes the value contribution of store teams across all geographies. 

  • Build future-proof central Retail capabilities (Center of Excellence) and embed a consumer-obsessed culture. 

  • Influence regional retail strategies through a globally aligned approach that respects local relevance. 

  

Operational Excellence & Digital Enablement 

  • Oversee Global Retail Operations, driving consistency and excellence across markets. 

  • Partner with HQ functions to implement digital solutions that simplify store workflows and enhance customer engagement. 

  • Standardize internal (Best of Pandora) and external (Best of Market) practices across all markets. 

  

Training & Community Leadership 

  • Ensure Retail Training is a strategic enabler from onboarding to performance, supporting storytelling and service excellence. 

  • Build and lead the Sales Directors & Country Managers’ community, representing their needs and perspectives at HQ. 

  • Be an active member of the Global Commercial Organization Leadership Team. 

 

Skills & Experience Required 

  • Proven experience in global commercial retail operation with a similar size and volume 

  • Experience in senior leadership roles, e.g. Retail/Sales/Country Manager/GM 

  • Owned and operated experience is a must have, ideally within assisted sales 

  • Experience in centralizing and standardizing retail processes across markets 

  • A proven track record leading large teams and developing talent, demonstrating credibility, confidence and collaboration 

  • Strong strategic mindset, coupled with hands on operational experience 

  • Strong analytical skills  

  • Retail tech savviness (POS, LMS, Unified Commerce, AI tools) 

  • Fluent in English 

  • Comfortable navigating global, matrixed organizations 

 

  

You’ll need to collaborate across diverse teams, influence change at all levels, and lead the implementation of transformative retail technologies. As a member of the Global Commercial Organization Leadership Team, your decisions will directly impact the majority of Pandora’s business, shaping the future of our physical retail channels worldwide. This is a fantastic opportunity to be part of this next evolution at Pandora, as we continue to grow and invest in our retail offering.  

  

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 6,800 points of sale, including more than 2,700 concept stores. 

  

Headquartered in Copenhagen, Denmark, Pandora employs 37,000 people worldwide and crafts its jewellery using only 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 31.7 billion (EUR 4.2 billion) in 2024. 

  

At Pandora, we believe that creating an inclusive and diverse workplace and reflecting societal diversity in our customer engagement is essential to delivering on our company purpose: to give a voice to people’s loves. We dedicate ourselves to fostering, cultivating and preserving a culture of inclusion and diversity where everyone feels respected and valued. 

 

So, if you think you have what it takes — even if you don’t meet every single requirement — we’d still love to hear from you. 

 

 

Apply now »