Retail Tech Analyst

Do you want to take an active part in building the IT Operational strategy for Pandora Brazil? And do you want to join us on our journey towards creating a work environment where everyone can thrive and contribute – and talents can grow? Then this may be the opportunity you’ve been looking for!  

The Retail Tech Analyst is responsible for the overall Digital Store Operations service delivery to the Pandora stores in the Cluster(s) and must collaborate closely with multiple business stakeholders and Digital&Technology functions.

Pandora operates hundreds of stores in the cluster and within Brazil, and you will play a key role in managing the delivery of new stores, store services, and store support services. This position is in the Retail & Tech Operations organization, and you will have colleagues in many countries around the world.

Key Responsibilities:

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 on-boarded into Retail Support teams.
• Analyze the 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.
• Develop and implement processes and documentation for repeatable new store infrastructure implementations and upgrades.

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 in 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:

• Subject Matter Expert on how all technology components within our retail environment function and are supported.
• Develop, track, and analyze Retail Infrastructure support incidents, problem management, and trends; identify and respond to training gaps.
• Be the link between our Fiscal provider and Pandora and develop and support the service.
• Help D&T management to build a solid Operation Center unit (Detect & Fix, is better than react approach on incidents).
• Develop and improve retail service concepts.
• If needed, being able to stage all hardware for stores

The successful candidate

• Bachelor’s degree in IT or related field. An equivalent combination of experience and education is accepted.
• Strong experience of 3-5 years working with international Retail IT
• Highly proficient in English and Portuguese. Spanish or other languages are a big plus!
• Strong Service Management & Stakeholder management skill set.
• Experience with Fiscal services.
• 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 mandatory; certification is beneficial.
• 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.

Did we get your attention?  

If you see yourself in the position and would like to become a part of Pandora’s future, please do not hesitate to apply. We look forward to hearing from you! 

We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com.  

About Pandora  

The largest jewelry company in the world, we give a voice to millions of people’s love every day. Pandora jewelry is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.

We pursue sustainability In everything we do and have set ambitious and measurable targets across every touchpoint of our business, from sourcing through to the materials we use and the marketing of our products.

Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewelry at two LEED-certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021. 

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 love. We dedicate ourselves to fostering, cultivating, and preserving a culture of inclusion and diversity where everyone feels respected and valued.