Retail Technology Analyst

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. 

About Pandora ANZ

Launching in Australia in 2004, Pandora Australia New Zealand (ANZ) has since become the fourth largest market for the Danish jewellery house with 146 stores across the ANZ network, 130 employees in corporate and over 800 employees in retail.

Why work with us?

Our people are an integral part of our success. Our commitment to unforgettable career progression is just the start. We offer a competitive rewards package that is second to none.

Our generous benefits package includes:

• 60% off staff discount
• North Sydney Office: Hybrid working model (3 days in the office, 2 days working remotely)
• Team ‘diamond days’ to connect outside of the office
• Growth opportunities and career planning
• Subsidised comprehensive healthcare cover with BUPA
• Novated leasing
• Generous STIP bonus
• A day off on your birthday and birthday voucher
• Comprehensive individual wellness support

The Retail Tech Analyst is responsible for the overall Digital Store Operations service delivery to the PANDORA stores in the ANZ Cluster and collaborates closely with multiple business stakeholders and the Digital & Technology function.

Pandora operates hundreds of stores across Australia and New Zealand, and you will play a key role in managing the delivery of new stores, store services, and store support services.

The Retail Tech analyst will play a key role in supporting POS, hardware and network in the stores and act a SME for our Vendors and Support teams. They will manage and oversee several service providers and ensure they deliver the agreed services, on time, and within agreed budget.

They’ll be responsible for supporting a retail environment based on AdvanceRetail POS and collaborating with partners (such as TCS) for support teams and maintenance.

Key Accountabilities:

Stakeholder Management:

• Focal point for Retail stakeholders in the clusters and markets.
• Close collaboration with local retail business stakeholders and key resources.
• Lead weekly/monthly meetings within the Cluster(s) management team(s) and take ownership of Continuous Service Improvements.
• Act as Ambassador on behalf of D&T in the Cluster.
• Manage local business expectations based on global direction.

Service Management:

• Ensure timely, effective IT service delivery, fulfilling SLAs and KPIs in collaboration with relevant teams.
• Act as cluster SME for our POS support application and represent the cluster for the DevOps POS team.
• Manage escalations with the support of our global support team and ensure problem management.
• Ensure all new technology solutions are well documented and onboarded into Retail Support teams.
• Continuously focus on improving the support services delivered to PANDORA stores.
• Analyse performance of Retail Store technology, identify problem areas, and devise and deliver solutions to enhance quality of service and issue prevention to reduce costs in operation and increase stability in our Stores.
• Facilitate communication between IT Operations, other IT units, and occasionally business units to align IT services with organisational objectives.
• Develop and implement processes and documentation for repeatable new store infrastructure implementations and upgrades.
• Ensure hardware stock is available for Operation.

Project Management:

• Help Delivery Managers team to drive the operational aspects of new store openings and other related store activities – Subject Matter Expert function.
• Task and Project management and participation for retail projects in all clusters or technical domains.
• Serve as managing lead for the implementation of projects for new or enhanced infrastructure technologies or services.

Technology:

• Ensure Support for Stores, AdvanceRetail, relevant hardware and network.
• Subject Matter Expert on how all technology components within our retail environment function and are supported.
• Develop, track, and analyse Retail Infrastructure support incidents, problem management, and trends; identify and respond to training gaps.
• Help D&T management to build a solid Operation Centre unit (Detect & Fix, is better than react approach on incidents.

Vendor Management:

• Manage our global partners and their deliveries in the region/cluster.
• Initiate conversation with external suppliers to guarantee the requisite services delivery based on demands and/or local solutions.

Pivotal & Professional qualifications:

• Strong experience with international Retail IT.
• Strong Service Management & Stakeholder management skill set.
• Exceptional written and oral communication skills with the ability to present ideas in user-friendly language to non-technical staff and end users.
• A strong sense of Business urgency and a customer centric approach to tasks.
• Project Manager mentality and approach to tasks and projects.
• Agile working experience is beneficial.
• ITIL knowledge is beneficial

Personal Competencies

• A dynamic profile with a structured approach to work.
• Analytical and able to easily present multi-source data in a simple structure.
• Ability to oversee several running projects next to BAU responsibilities.
• Strong stakeholder communication skills.
• Independent and able to work in a remote team with an internationally based manager.
• Outspoken and able to communicate to all levels of an organization.
• Ability to independently plan and manage your workdays.
• Ability to present progress and report your results and achievements weekly.
• Ability to independently plan and manage your workdays.

If you are looking for a new challenge and feel you have the relevant skills then don’t miss out! Please click apply to submit your application.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.

*If you require reasonable adjustments in place during your interview(s), please make us aware as soon as possible*