LO, Specialist, Retail Tech Operations

Pandora A/S; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global jewellery brand is seeking a Retail Tech Analyst to oversee Digital Store Operations in the UK. This role involves managing IT service delivery, collaborating with retail teams, and ensuring the efficiency of store technology. Candidates should have strong experience in Retail IT, exceptional communication skills, and a background in project management. The pandemic offers a chance to work with a brand dedicated to sustainability and inclusivity.

Benefits

Commitment to sustainability

Inclusive and diverse workplace

Global brand recognition

Qualifications

• 3-5 years in retail IT or a combination of experience and education accepted.
• Experience with Fiscal services is preferred.
• Agile working experience is beneficial.

Responsibilities

• Oversee Digital Store Operations service delivery and collaboration.
• Manage multiple service providers for timely and cost-effective delivery.
• Support Delivery Managers in operational aspects of new stores.

Skills

Strong experience with international Retail IT

Exceptional written and oral communication skills

Project Manager mentality

Ability to oversee several running projects

Analytical skills

Education

Vocational/Technical Associates Degree Bachelor Master PhD in Data Science, IT, or communications

Tools

ITIL knowledge

Job description

Overview

In this role, you will oversee Digital Store Operations service delivery for PANDORA stores within your cluster(s), ensuring smooth collaboration across business stakeholders and Digital Technology teams. With hundreds of stores in the region, you’ll be key in managing new store rollouts, store technology services, and ongoing operational support.

As a Retail Tech Analyst, you will serve as the subject matter expert for in-store POS systems, fiscal solutions, hardware, and networks. You’ll manage multiple service providers to ensure timely, high-quality, and cost-effective delivery. Close coordination with Retail DevOps, Global Service Desk, Platform teams, and business stakeholders will be essential to maintain consistent, resilient, and measurable store operations. Regional travel may be required.

Key Accountabilities

Stakeholder Management

• Serve as the primary contact for Retail stakeholders across clusters and markets.
• Collaborate closely with local retail teams and key business partners.
• Lead regular cluster management meetings and drive Continuous Service Improvements (CSI).
• Represent Digital & Technology (D&T) as an ambassador within the cluster.
• Align local business expectations with global strategies and standards.

Service Management

• Ensure timely, effective IT service delivery that meets SLAs and KPIs.
• Act as the cluster’s SME for POS applications and represent the region in DevOps POS forums.
• Manage incident escalations and drive problem management with global support teams.
• Oversee onboarding and documentation of new retail technology solutions.
• Continuously enhance store technology performance, stability, and cost efficiency.
• Improve store internet connectivity and manage cost approvals with budget owners.
• Align IT Operations and business units to ensure technology supports retail objectives.
• Develop standardized processes for new store setups, upgrades, and hardware availability.

Project Management

• Support Delivery Managers in driving operational aspects of new store openings and related initiatives.
• Manage and participate in retail technology projects across clusters.
• Lead implementation of new or upgraded infrastructure technologies and services.
• Act as the SME for all retail technology components, ensuring effective support and integration.
• Analyze incident and trend data to identify improvements and training needs.
• Serve as liaison between Pandora and fiscal solution providers, ensuring compliance and service quality.
• Contribute to building a proactive Operations Center focused on detection and prevention.
• Continuously develop and refine retail service concepts to improve efficiency and stability.
• Manage regional/global partners to ensure timely and quality service delivery.
• Coordinate with external suppliers to meet business demands and ensure local compliance.

KPIs

• Timely IT delivery for store activities and projects.
• Compliance with PCI and local market regulations.
• Accurate and timely reporting of store activity data.

Financial and Stakeholder Responsibility

• Oversee CAPEX and OPEX related to store technology operations.
• Collaborate with key internal stakeholders: Retail Operations, SDP, Business Development, and Sales Directors.
• Manage relationships with external IT and Retail vendors.

Ideal to Have

• Vocational/Technical Associates Degree Bachelor Master PhD, Field of study: Data science, IT, communications, or similar
• 3-5 yrs in retail IT - Equivalent combination of experience and education accepted
• Strong experience with international Retail IT.
• 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 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.
• 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.

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.

Icing on the cake

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 6,800 points of sale, including more than 2,700 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs 37,000 people worldwide and crafts its jewellery using only 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 31.7 billion (EUR 4.2 billion) in 2024.

Recognised by the Financial Times as one of Europe’s Best Workplaces and ranked #1 among Danish companies, Pandora is committed to building an inclusive and diverse workplace. We believe reflecting the diversity of society in how we engage with our customers is essential to fulfilling our purpose: to give a voice to people’s loves. We are dedicated to nurturing a culture where everyone feels respected, valued, and empowered to thrive.