Job Description

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 2024, POP MART operates over 500 physical stores and more than 2,300 Robo Shops across 30+ countries and regions. 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.

The person in this role will perform operational- and logistics-related tasks in support of POP MART’s wholesale order process. The coordinator will work with the POP MART Americas Wholesale Sales Operations Team to manage the end-to-end order-to-shipment process for all wholesale accounts.

Job Overview:

The Operations Coordinator plays a key role in supporting the company’s communication strategy across internal and external channels. This individual is responsible for ensuring clear, consistent, and engaging communication between support center teams, retail stores, and the wider public. Core responsibilities include managing internal communications to field teams, monitoring and responding to online reviews (Google, Yelp, etc.), and providing day-to-day communications support to retail locations.

What You Will Achieve:

Internal Communications

• Draft, edit, and distribute company-wide and field-specific communications (emails, newsletters, announcements, toolkits, FAQs).
• Bring the Pop Mart spirit to life by keeping our brand voice fun, vibrant, and full of energy across every internal channel.
• Partner with leadership and cross-functional teams to deliver timely updates to store teams.
• Support the rollout of new initiatives, campaigns, and operational updates with clear messaging and toolkits for retail execution.

External Communications & Reputation Management

• Monitor and manage online reviews on Google, Yelp, and other relevant platforms.
• Draft and post timely, professional responses to reviews in alignment with company standards and tone.
• Track feedback trends from online reviews and provide insights to leadership for action planning.
• Work with Marketing, Operations, and field teams to align external communication strategies with customer experience goals.

Retail Store Support

• Serve as the first point of contact for retail teams with communication-related needs.
• Provide templates, talking points, and FAQs for store use with customers.
• Support special events, launches, and local initiatives with consistent messaging materials.
• Assist stores in promoting positive customer experiences and resolving escalated feedback.

General Support

• Maintain a communication calendar to ensure proactive planning of announcements and updates.
• Assist the operations team with the creation of presentations, reports, and other communication tools.
• Ensure all communications align with brand values, tone, and visual standards.

What You Will Need:

• Bachelor’s degree in communications, Marketing, Public Relations, or related field (or equivalent experience).
• 1–3 years of experience in retail operations communications, or a related role.
• Strong writing, editing, and proofreading skills.
• Experience with online reputation management (Google, Yelp, etc.) preferred.
• Excellent organizational skills with the ability to manage multiple projects and deadlines.
• Strong interpersonal skills with the ability to support cross-functional teams and retail staff.
• Proficiency in Microsoft Office and/or Google Workspace; familiarity with design tools (Canva, Adobe Suite) is a plus.

Key Competencies:

• Clear and engaging communicator
• Detail-oriented and organized
• Proactive and solution-oriented
• Collaborative team player
• Customer- and employee-centric mindset

Physical Requirements:

POP MART is committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities. The requirements below are representative of the physical demands that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Ability to regularly lift, carry, and move merchandise and supplies up to 50 lbs.
• Ability to stand and walk for extended periods (up to 6-8 hours per shift)

*POP MART is committed to equal pay initiatives and will not ask candidates for their current or past salary.

**As an Equal Opportunity Employer, POP MART does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state or local law.

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