Senior Retail Communications & Standards Operations Manager

About Pandora

The largest jewellery company in the world, we give a voice to millions of people’s loves every day. We sell three pieces of our hand-crafted jewellery every second and have the largest network in the industry, with almost 7,000 points of sale around the globe and a strong online business.

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. 

Our People

Our global workforce is made up of over 35,000 passionate people who, in 2024, helped Pandora record the highest earnings to date, led by a refreshed long-term growth strategy. The pace of our progress has created an energising, ambitious culture, where we are empowered to be ourselves and equipped to deliver our very best. As we continue to grow, we also continue to invest in our talent. We’re looking for people who share our values and can help us bring our ambitions to life.  

What we’re looking for 

Operational Leadership

• Own and manage the daily operational rhythm of the Retail Ops team - ensuring workload is prioritised, deadlines are met and standards are maintained
• Act as the first point of escalation for operational issues, resolving without upward referral wherever possible
• Maintain a clear view of all active workstreams and proactively flag risks or capacity issues to the Head of Sales Operations
• Act as a buffer between incoming pressure and the team - triaging requests, managing demand and maintaining a calm, focused operating environment
• Ensure urgent or competing requests are triaged and escalated appropriately rather than passed through to the team unfiltered
• Brief the Head of Sales Operations before any call or meeting with the Sales Director - what is live, what is at risk, what has changed
• The team is proactively visiting stores and has implemented effective feedback loops to get relevant insights from the customers, stores & field

Team Management & Development

• Line manage and develop Ops Team: Comms & Engagement Specialist, Standards, Processes, Standards & Efficiencies Specialist, Store Support Associate Specialist, Retail Systems & Reporting Coordinator and Retail Projects Specialist
• Conduct regular 1-2-1s, set clear objectives and hold the team accountable for delivering high-quality, commercially relevant work to deadlines set by Sales Director & Head of Sales Operations, ensuring commercial narrative is translated to field & stores
• Identify development needs and build individual plans that prepare people for future progression
• Ensure the team presents proposals, recommendations and ideas proactively - self-initiated, not prompted
• Foster a team culture of ownership, initiative and continuous improvement
• Coach the team to operate independently - asking questions rather than directing, and holding the standard rather than absorbing the work

Retail Critical Path & Communications

• Own and maintain the BRIS retail critical path calendar - ensuring it reflects all upcoming activity with adequate notice and preparation time
• Coordinate across Training, VM, Marketing, Merchandising, Omni and HR to sequence store-facing tasks logically and avoid peak clashes
• Conduct quarterly planning meetings with department leads to support forward planning activities
• Ensure the retail critical path is a live, trusted tool used proactively rather than reactively
• Challenge the volume and weight of all store-facing activity before it lands - stores should never be overloaded in any given week
• Ensure all store and field communications are conducted via Retail Operations

Projects & Change Execution

• Oversee delivery of retail ops projects through Projects Specialist - ensuring projects are well-scoped, on track and properly communicated
• Manage the handover of completed projects into BAU - store teams trained, supported and not left to figure things out alone
• Coordinate rollout schedules and hypercare periods, escalating risks to the Head of Sales Operations early
• Ensure post-implementation reviews are completed and lessons learned are fed into future project planning

Reporting & Upward Communication

• Provide the Head of Sales Operations with a regular, concise view of operational performance - highlighting risks, blockers and wins
• Ensure reporting from the Ops team is accurate, timely and tells a clear story rather than just presenting data
• Prepare and present operational updates for senior leadership as required

The successful candidate 

• Strong Leadership: Ability to inspire, lead, and manage teams across multiple locations. 

• Decision-Making: Competence in making strategic and operational decisions quickly and effectively. 

• Problem-Solving: Ability to identify issues and develop effective solutions promptly. 

• Effective Communication: Excellent verbal and written communication skills to interact with staff, vendors, and senior management.