Retail Operations Manager

Retail Operations Manager

Founded in 2010, POP MART is a leading global pop culture and entertainment company. With IP at its core, POP MART works with artists and designers worldwide to develop and operate IPs, creating products, services, and entertainment experiences for consumers. Its portfolio includes beloved IP characters such as THE MONSTERS, TWINKLE TWINKLE, CRYBABY, DIMOO, SKULLPANDA, Hirono, and MOLLY. As of the first half of 2026, POP MART had more than 100 million registered members worldwide, operated 676 physical stores and over 2,800 ROBO SHOP vending machines, and reached nearly 100 countries and regions through cross-border e-commerce platforms, bringing joy to 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 on 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.

Opportunity Overview

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.

The Retail 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.
• Ability to build relationships and collaborate effectively across cross-functional teams.
• Experience supporting large-scale retail operations in a fast-paced, high-growth environment.

Preferred Qualifications

• Experience supporting a multi-location retail organization.
• Experience with retail POS systems, inventory management platforms, workforce scheduling systems, or retail analytics tools.
• Experience creating executive dashboards using Power BI, Tableau, Looker, or similar reporting platforms.
• Familiarity with project management platforms such as Asana, Monday.com, Jira, or Smartsheet.
• Experience supporting new store openings or operational expansion projects.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies is a plus.
• Passion for consumer brands, retail innovation, pop culture, entertainment, or collectible products.

What We Offer

• Market-competitive compensation and comprehensive benefits including medical, dental, vision, 401(k), paid time off, paid sick leave, and family leave.
• Professional development through leadership training, mentorship, and stretch assignments.
• Career growth opportunities within one of the fastest-growing global entertainment and retail brands.
• Exposure to executive leadership and cross-functional strategic initiatives.
• The opportunity to build scalable operational processes that directly impact the success of POP MART's rapidly expanding North American retail business.

Physical Requirements

• Must be able to remain in a stationary position for extended periods while operating a computer or other