Retail Tech Specialist

About the role

Pandora, the world's largest jewellery brand, is looking for a Retail Tech Specialist in its Retail & Tech Operations organisation. The specialist is responsible for the overall digital store operations service delivery to the stores in the assigned cluster, working closely with business stakeholders and Digital & Technology functions. The role supports POS, hardware and network in the stores and acts as subject matter expert for vendors and support teams, managing several service providers to deliver agreed services on time and within budget. Regional travel is expected.

Key responsibilities

• Focal point for retail stakeholders in the cluster and markets, collaborating with local business stakeholders and leading weekly or monthly cluster meetings and continuous service improvements.
• Act as ambassador for Digital & Technology in the cluster and manage local business expectations based on global direction.
• Deliver timely IT services, meeting SLAs and KPIs, and act as cluster SME for the POS support application and the DevOps POS team.
• Manage escalations with the global support team, ensure problem management, and document and onboard new technology solutions into Retail Support.
• Analyze retail store technology performance, identify problem areas and deliver solutions to improve quality, prevent issues and reduce operating costs.
• Develop processes and documentation for repeatable new store infrastructure implementations and upgrades, and ensure hardware stock is available for operations.
• Help delivery managers drive the operational aspects of new store openings, and serve as managing lead for projects such as new or enhanced infrastructure technologies.
• Manage global partners and their deliveries in the region or cluster, initiating conversations with external suppliers to guarantee required service delivery.

Required profile

• 5+ years of experience in international retail IT.
• Field of study in data science, IT, communications or similar.
• Experience with fiscal services.
• Ability to work independently in a remote team with an internationally based manager, and to communicate with all levels of the organization.

Required skills

• ITIL knowledge is mandatory; certification is beneficial.
• Service management and stakeholder management skills.
• Agile working experience is beneficial.
• Strong written and oral communication, able to explain technical topics to non-technical users.
• Project management approach and ability to oversee several running projects alongside BAU work.