Senior Retail Communications & Standards Operations Manager
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (42.0%).
Occupation TypeQuality assurance and regulatory professionals
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£48,200
(£24.72 per hour)
Occupation rate applies
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Description
Sales Standards, Support & Communication
Contract: permanent/full-time
Location: Hybrid working with three days in the Marylebone, London office (Tuesday-Thursday)
The role
Own the day-to-day operational delivery of Retail Ops for Pandora BRIS (UK & Ireland), ensuring the Operations team operates to a consistently high standard and that stores receive clear, timely and well-prioritised support. Act as the operational bridge between the Head of Sales Operations and the store network - translating strategic direction into practical execution, protecting the Head of Sales Operations from operational detail so she can operate at strategic level, and developing a high-performing team that operates proactively and independently.
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
Contract: permanent/full-time
Location: Hybrid working with three days in the Marylebone, London office (Tuesday-Thursday)
The role
Own the day-to-day operational delivery of Retail Ops for Pandora BRIS (UK & Ireland), ensuring the Operations team operates to a consistently high standard and that stores receive clear, timely and well-prioritised support. Act as the operational bridge between the Head of Sales Operations and the store network - translating strategic direction into practical execution, protecting the Head of Sales Operations from operational detail so she can operate at strategic level, and developing a high-performing team that operates proactively and independently.
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
- 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
- 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
- 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
- Strong Leadership: Ability to inspire, lead, and manage teams across multiple locations.
- Decision-Making: Competence in making strategic and operational decisions quickly and effectively.
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
- A highly competitive salary with regular salary reviews
- Generous bonus scheme
- Private healthcare
- Choice of lunch on us, delivered to you whenever you are in the office!
- Early finish Fridays (weekends with Pandora start every Friday at 3pm!)
- 55% employee discount
- 25 days annual leave (plus bank holidays)
- Buy/sell holiday options
- Celebrate your birthday with a day off to celebrate!
- Pandora Perks: access our exclusive online platform provided by Reward Gateway, where you’ll have access to: Discounts on retail brands, cinema tickets, holidays, gym memberships and more
- Wellness Hub: videos to help you lead a healthy lifestyle
- Employee Assistance Programme: a completely confidential, free, counselling phone line open 24/7, all year round
- Recognition programme: celebrate and share achievements with the wider business
- At Pandora we love a party! Especially at Christmas, when you will receive an extra special gift
Please understand that due to the large number of applications, we regret that only online applications can be considered. 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*