Sales Operations Manager (Performance, Standards & Policies)

Role Overview

As part of the Asia cluster based in Singapore, the Sales Operations Manager (Performance, Standards & Policies) – Asia is a key leadership role within Retail Operations, responsible for driving Retail Performance & Governance across the region.

Reporting to the Sales Director, O&O Markets Asia, this role leads the development and governance of retail operational standards, policies, and performance frameworks across Singapore, Japan, Hong Kong, Macau, and Taiwan. 

The role ensures that global frameworks are translated into clear, practical, and commercially impactful execution, balancing consistency, compliance, and local market needs. It plays a critical role in shaping the end-to-end retail operating model, spanning workforce strategy, store standards, and performance management.

The role directly manages the Retail Analyst and works cross-functionally with Retail Training, HR, Marketing, and regional stakeholders to drive sustainable store performance and elevate customer experience across markets.

You will foster an inclusive, engaging, and high-performing culture, embedding Pandora’s core values—Dream, Dare, Care, and Deliver—in everything we do.

Key Responsibilities

1. Retail Performance & Governance

• Own and drive the Retail Performance & Governance agenda across Asia
• Establish and govern core retail KPIs (e.g., traffic, conversion, productivity, audit scores) to drive store excellence
• Identify performance gaps and translate insights into actionable, market-specific initiatives
• Partner with Country Sales Heads to align on priorities and ensure effective execution

2. Store Cast Blueprint & Workforce Strategy

• Lead the design and continuous evolution of the store cast blueprint, defining optimal store structures, roles, and staffing models
• Partner closely with Retail Training and HR to align on:
  • Role clarity and competency frameworks
  • Workforce planning and staffing models
  • Capability building and training strategies
• Ensure workforce models support both commercial performance and customer experience excellence
• Adapt frameworks to varying levels of market maturity across Asia

3. Policies, Standards & Store Operations Manual

• Lead the development and governance of retail operational policies, SOPs, and standards across Asia 
• Own the design, structure, and continuous improvement of the Store Operations Manual, ensuring it is clear, practical, and executable across all markets
• Act as the regional subject matter expert on retail policies, standards, and governance
• Drive compliance through structured audit frameworks and disciplined follow-through

4. Process Excellence & Continuous Improvement

• Design and optimize end-to-end retail operational processes to improve efficiency, consistency, and scalability
• Drive continuous improvement using data, market feedback, and benchmarking
• Identify, adopt, and scale best practices from other Pandora clusters and global markets
• Simplify store operations to enhance productivity and improve customer experience

5. Retail Performance Analytics & Insights

• Lead development of retail performance reporting and dashboards in partnership with the Retail Analyst
• Analyse performance data to identify trends, risks, and opportunities
• Provide clear, actionable, and executive-ready insights to senior stakeholders
• Support strategic planning through data-driven analysis and scenario modelling

6. Cross-Functional Leadership (Training, HR & Marketing)

• Partner with Retail Training to ensure policies, standards, and processes are effectively translated into training programs and embedded in store execution
• Work closely with HR on workforce planning, capability development, and role design aligned to the store cast blueprint
• Collaborate with Marketing to ensure operational readiness and alignment for campaigns, traffic-driving initiatives, and in-store execution
• Act as a central connector across functions to ensure end-to-end operational alignment

7. Communication & Change Management

• Lead structured Retail Operations communication across Asia markets
• Drive change management initiatives related to new policies, operating models, and performance frameworks
• Ensure communication is tailored to varying levels of market and operational maturity
• Drive strong adoption of initiatives through clear, concise, and effective communication

8. Stakeholder Management & Market Partnership

• Act as a key interface across Retail, Commercial, Finance, Supply Chain, IT, HR, and Training teams
• Influence and align senior stakeholders and market leaders on regional priorities
• Support key operational initiatives including store audits, openings, and governance programmes

9. People Leadership

• Manage and develop the Retail Analyst, building strong analytical and commercial capabilities
• Coach market teams on performance management and operational excellence
• Foster a high-performance culture focused on accountability and continuous improvement

Ideal Profile

Experience & Qualifications

• Bachelor’s degree in business, Retail Management, Operations, or a related field
• 10–12 years of experience in Retail Operations, Commercial Performance, or Operational Excellence
• Proven experience leading multi-market / regional retail operations, preferably across Asia
• Strong track record in retail performance management, SOP development, governance, and operating model design
• Demonstrated experience in senior stakeholder management and influencing across cross-functional teams
• Experience in designing or evolving store workforce models / operating structures
• Exposure to global best practices and cross-market benchmarking

Skills & Capabilities

• Strong commercial and analytical mindset, with ability to translate data into actionable insights
• Deep understanding of retail KPIs and store operations
• Excellent written and verbal communication skills, with proven ability to develop clear, structured policies, SOPs, and operational guidelines
• Strong proficiency in Microsoft Excel and PowerPoint, with ability to:
  • Analyse and interpret performance data
  • Build executive-level presentations and reports
• Strong stakeholder management and influencing skills
• Proven project management and change leadership capabilities
• Ability to balance strategic thinking with hands-on execution

Personal Attributes

• High ownership, accountability, and attention to detail
• Structured thinker with strong ability to simplify complexity into clear communications and frameworks
• Collaborative and able to operate effectively in a regional, cross-cultural environment
• Proactive, solutions-oriented, and continuous improvement driven
• Passion for retail excellence and customer experience

Reporting Line

• Reports to: Sales Director, O&O Markets Asia
• Direct Report(s): Retail Analyst

Why join Pandora in Asia?

At Pandora, we’re committed to creating a workplace where people feel supported, trusted, and inspired to grow. Since 2021, we’ve expanded our global workforce by 40% while reducing attrition by 25% —progress made possible by inclusive leadership, strong internal mobility, and a culture that values care, courage, and connection.

Did we get your attention?

The icing on the cake

This role offers an opportunity in Singapore, a world-class city known for its innovation, sustainability efforts, and multicultural society — making it the ideal location for Pandora’s regional team.

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 7,000 points of sale, including more than 2,800 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewellery with 100% 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 32.5 billion (EUR 4.4 billion) in 2025.

#LI-FH1