Asia Retail Operations, Policies, Processes & Communication Specialist

As part of the creation of a new Asia cluster based in Singapore, we are looking for a Specialist – Asia Retail Operations (Policies, Processes & Communication) to join this newly established team. Reporting to the Sales Operations Manager, the role is responsible for driving retail operational policies, processes, and communications across the Retail channel and store network in Singapore, Japan, Hong Kong, Macau, and Taiwan, ensuring consistency, compliance, and operational excellence.

About the role

The role leads the development, governance, and continuous improvement of retail operational standards, procedures, and guidelines, translating global frameworks into clear, actionable direction for markets and store teams. The role works closely with cross‑functional stakeholders to ensure strong implementation, effective change management, and high adoption at store and market level.

The Specialist acts as a key support partner to Country Sales Heads and retail leadership, adapting policies, processes, and communications to different levels of retail and operational maturity across Asia markets, and ensuring standards and guidelines are translated into practical, executable actions that support store performance and customer experience.

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

• Lead the development, review, and maintenance of retail operational policies, procedures, and standards in line with global guidelines and local market requirements
• Act as the regional subject‑matter expert for retail operational policies, providing clarification, guidance, and escalation support as needed
• Translate global retail frameworks into localized, clear, and actionable guidance for markets and store teams
• Ensure all policies, processes, and initiatives align with Brand Values, company ethics, and applicable laws and regulations
• Drive continuous improvement of retail operational processes using data, market feedback, and best practice benchmarking

Retail Processes, Systems & Standards

• Own and maintain retail operations standards manuals, SOPs, guidelines, and job aids
• Design, document, and optimize end‑to‑end retail operational processes to improve efficiency, compliance, and customer experience
• Oversee and support retail systems and digital tools (e.g., POS, workforce scheduling, RFID, inventory and omni‑channel tools)
• Partner with Retail Projects and IT teams to support system enhancements, user feedback, and operational readiness
• Ensure strong operational stewardship, following deployed guidelines while remaining competitive and market‑relevant

Market, Field & Partner Support

• Provide operational support to O&O stores and partners, including guidance on standards, complaints handling, and ad‑hoc operational requests
• Ensure partner (wholesale channel) alignment through clear communication, governance, and operational guidance
• Support field teams in new store openings, refits, relocations, audits, and operational readiness activities
• Coordinate key retail operational processes such as complaints management, fixed assets registration, traffic counting, and cash‑related workflows where applicable 

Communication & Change Enablement

• Lead structured retail operations communication for the region, ensuring timely and clear engagement on policies, processes, and initiatives
• Partner with Training teams to support knowledge transfer, capability building, and adoption at store level
• Support change management initiatives related to new policies, processes, systems, and operating models
• Ensure communications are adapted to different levels of operational maturity across markets

Performance, Audit & Continuous Improvement

• Support and conduct store audits covering sales operations, customer experience, merchandising, and policy compliance
• Analyze operational KPIs, sales performance data, and productivity indicators to identify risks and improvement opportunities
• Support customer experience measurement initiatives (e.g., mystery shopping) in partnership with Training and market teams
• Identify best practices across markets and facilitate sharing and standardization regionally

Ideal Profile

Experience & Qualifications

• Bachelor’s degree in Business Administration, Operations, Retail Management, or a related discipline
• Minimum 5–8 years’ experience in Retail Operations, Operational Excellence, or regional retail roles
• Strong background in retail policies, SOP development, operational processes, and governance
• Experience working across multiple Asia markets, preferably in mature retail environments

Skills & Capabilities

• Strong understanding of retail operational standards, policies, and procedures
• Excellent written and verbal communication skills, with the ability to simplify complex information
• Strong analytical skills, including use of sales reporting and operational KPIs
• Solid technical understanding of retail systems and store digital tools
• Strong organizational skills with ability to prioritise in a fast‑paced, dynamic environment

Personal Attributes

• Proactive, curious, and continuous‑improvement oriented
• Strong sense of ownership, accountability, and attention to detail
• Collaborative team player with a regional and multicultural mindset
• Able to think strategically while executing at a practical, hands‑on level
• Passion for retail operations and customer experience excellence

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.

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