Retail Operations Manager

Pop Mart; California (MO); On-site; USD 90,000 - 130,000; Full time

Job summary

POP MART is seeking a Retail Operations Manager for its North America retail operations. You will transform strategic initiatives into scalable SOPs, manage documentation, and partner with multiple departments to ensure compliant, data-driven improvements across stores.

The role emphasizes operational governance, reporting, and continuous improvement to enhance store performance and customer experiences in a fast-growing retail network.

Qualifications

• Experience developing SOPs, documentation, or process improvements.
• Proven ability to build dashboards, reports, and KPI tracking.
• Strong written communication and organizational skills.

Responsibilities

• Develop, implement, and continuously improve SOPs across all retail locations.
• Own the operational documentation library with version control and accessibility.
• Translate initiatives into actionable operating procedures for store teams.
• Identify gaps from feedback and performance data to drive improvements.
• Lead continuous improvement to simplify workflows and store experience.

Skills

SOPs

Operational dashboards

KPI reporting

Policy implementation

Cross-functional collaboration

Education

Bachelor's degree in Business Administration

Retail Management

Operations Management

Tools

Excel

Power Query

Job description

POP MART (09992.HK), founded in 2010, is a leading global company in the trend culture and entertainment industry. Centered around IP, POP MART has built a comprehensive platform for creative incubation and IP operation, empowering global creators while delivering exciting products, services, and immersive entertainment experiences to consumers.

POP MART identifies and nurtures emerging artists and designers worldwide, creating popular character IPs through a well-established IP development and operation system. Its portfolio includes iconic IPs such as MOLLY, SKULLPANDA, DIMOO, THE MONSTERS, and Hirono. By launching art toys and derivative products based on these IPs, POP MART continues to lead trends in consumer culture. As of the end of first half of 2025, POP MART operates over 550 physical stores and more than 2,500 Robo Shops across the world. Through multiple cross-border e-commerce platforms, the company has reached audiences in over 90 countries and regions, bringing joy to young consumers around the world.

POP MART (09992.HK), founded in 2010, is a leading global company in the trend culture and entertainment industry. Centered around IP, POP MART has built a comprehensive platform for creative incubation and IP operation, empowering global creators while delivering exciting products, services, and immersive entertainment experiences to consumers.

POP MART identifies and nurtures emerging artists and designers worldwide, creating popular character IPs through a well-established IP development and operation system. Its portfolio includes iconic IPs such as MOLLY, SKULLPANDA, DIMOO, THE MONSTERS, and Hirono. By launching art toys and derivative products based n these IPs, POP MART continues to lead trends in consumer culture.

As of the end of 2025, POP MART operates over 630 physical stores and more than 2,637 Robo Shops across 20+ countries and regions. Through multiple retail channels and cross-border e-commerce platforms, POP MART continues to expand its global footprint while creating memorable experiences for fans around the world.

We follow an office policy with an expectation of five days per week working onsite. Being together in person helps us collaborate, stay connected, and build a strong team culture. At POP MART, we foster a high-trust environment and empower our employees to make decisions that support both the business and our customers.

TheRetail Operations Manager serves as the operational backbone of POP MART's North America retail business, transforming strategic initiatives into scalable processes that enable consistent execution across every store. Reporting to the Senior Manager, Retail Operations, this role is responsible for developing operational standards, driving process improvements, managing operational communications, and delivering data-driven insights that improve store performance and the customer experience.

This individual will partner closely with Retail Operations, Visual Merchandising, Marketing, Human Resources, IT, Finance, Loss Prevention, and Learning & Development to build best-in‑class operating procedures, ensure compliance, and support one of the fastest‑growing retail organizations in North America. Success in this role requires exceptional organizational skills, strong analytical capabilities, outstanding written communication, and a passion for continuous improvement.

What You Will Achieve

Retail Operations & Process Excellence

• Develop, implement, and continuously improve Standard Operating Procedures (SOPs) that support consistent execution across all retail locations.
• Own the operational documentation library, ensuring version control, accuracy, accessibility, and ongoing maintenance.
• Translate business initiatives into clear, actionable operating procedures that enable store teams to execute with confidence.
• Identify operational gaps through store feedback, field observations, and performance data, implementing process improvements that enhance efficiency and consistency.
• Lead continuous improvement initiatives that simplify workflows and improve the store experience.

Operational Reporting & Business Analytics

• Build, maintain, and distribute recurring operational dashboards, KPI reports, compliance scorecards, new store opening readiness reports, and executive summaries.
• Analyze operational performance data to identify trends, risks, and opportunities for improvement.
• Partner with senior leadership to provide actionable insights that support business decisions.
• Improve reporting processes through automation, standardized templates, and enhanced data visualization.
• Ensure operational data is accurate, timely, and presented in a clear, business-focused format.

Policy, Compliance & Operational Governance

• Develop and maintain store operational policies that align with company standards, regulatory requirements, and brand expectations.
• Conduct operational audits and compliance reviews to ensure stores are executing established procedures.
• Partner with Human Resources, Legal, Finance, and Loss Prevention to maintain compliance across all operational documentation.
• Maintain centralized operational resources and ensure stores always have access to the most current procedures and policies.
• Monitor compliance trends and recommend corrective actions when necessary.

Retail Communication & Field Support

• Own all operational communications directed to retail store teams, including SOP rollouts, policy updates, operational announcements, compliance reminders, and business initiatives.
• Establish and maintain a structured communication cadence that delivers timely, organized, and actionable information to stores.
• Translate complex cross-functional initiatives into concise, store-friendly communications that support execution.
• Maintain communication archives and documentation for operational reference and compliance purposes.
• Partner with field leadership to gather feedback and continuously improve communication effectiveness.

Cross-Functional Partnership

• Collaborate with Retail Operations, Visual Merchandising, Marketing, HR, IT, Finance, Learning & Development, and other business partners to ensure operational readiness for launches, promotions, and new initiatives.
• Support new store openings through operational planning, documentation, reporting, and communication.
• Assist with executive presentations, business reviews, operational planning materials, and strategic initiatives.
• Serve as a trusted operational resource across the organization by providing guidance on procedures, documentation, reporting, and best practices.

Operational Innovation & Continuous Improvement

• Identify opportunities to streamline operational processes and eliminate inefficiencies.
• Evaluate operational tools, reporting platforms, and technologies that improve productivity and field execution.
• Support initiatives focused on inventory management, shrink reduction, operational compliance, and store productivity.
• Champion a culture of operational excellence and continuous improvement throughout the retail organization.

What You Will Need

• Bachelor's degree in Business Administration, Retail Management, Operations Management, Supply Chain, or a related field, or equivalent professional experience.
• 3-5 years of experience in retail operations, business operations, or multi-unit retail support.
• Demonstrated experience developing SOPs, operational documentation, policies, or process improvements.
• Strong analytical skills with experience building reports, dashboards, and KPI tracking.
• Advanced Microsoft Excel skills, including Pivot Tables, XLOOKUP/VLOOKUP, INDEX-MATCH, Power Query (preferred), conditional formatting, charts, and data validation.
• Exceptional written communication skills with the ability to translate complex operational concepts into clear documentation.
• Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent attention to detail and a continuous improvement mindset.