Operation Coordinator (Communications)

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.

About the role

The Communications Operations Coordinator serves as the communication hub between POP MART's Support Center and retail stores across North America. This role is responsible for ensuring store teams receive timely, accurate, and engaging communications that enable operational excellence and deliver a consistent customer experience. Working cross-functionally with Retail Operations, Marketing, Human Resources, Customer Experience, and Leadership, you will help coordinate communications for new initiatives, operational updates, promotional campaigns, store openings, and customer-facing messaging. You will also oversee online reputation management by monitoring customer feedback and identifying trends that help improve the retail experience.

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.

Responsibilities

• Draft, edit, and distribute clear, engaging communications to retail stores and Support Center teams, including announcements, newsletters, operational updates, FAQs, and leadership messages.
• Maintain POP MART's fun, energetic, and brand-consistent voice across all internal communications.
• Coordinate communication plans supporting new store openings, product launches, promotions, and operational initiatives.
• Develop communication toolkits and resources that enable store teams to execute consistently.
• Manage communication calendars to ensure proactive planning and timely delivery of business updates.
• Serve as a communications partner to Retail Operations by supporting field teams with timely information and operational messaging.
• Create templates, talking points, FAQs, and store resources that improve communication consistency.
• Assist with the rollout of new policies, procedures, and operational programs.
• Partner with cross-functional teams to ensure messaging aligns across departments before launch.
• Monitor customer reviews across Google, Yelp, and other review platforms.
• Draft professional, brand-aligned responses to customer feedback.
• Identify recurring customer trends and partner with Retail Operations and Customer Experience teams to recommend improvements.
• Track response timelines and support reporting on customer sentiment and reputation metrics.
• Partner closely with Marketing, Operations, Human Resources, and Leadership to coordinate communications that support business priorities.
• Assist in preparing presentations, reports, executive communications, and operational materials.
• Ensure all communications reflect POP MART's brand standards, culture, and values.
• Maintain communication templates, documentation, and resource libraries.
• Continuously identify opportunities to improve communication processes and operational efficiency.
• Support special projects and additional communications initiatives as the business continues to grow.

Requirements

• Bachelor's degree in Communications, Public Relations, Marketing, Business Administration, or a related field, or equivalent professional experience.
• 2-4 years of experience in internal communications, retail operations, communications, project coordination, or a related role.
• Exceptional written, verbal, editing, and proofreading skills.
• Strong organizational and project management skills with the ability to manage multiple priorities simultaneously.
• Experience supporting cross-functional teams in a fast-paced, high-growth environment.
• Strong interpersonal skills with the ability to build relationships across multiple departments.
• Excellent attention to detail and commitment to producing high-quality work.
• Self-starter with strong problem-solving skills and the ability to work independently.
• Proficiency with Microsoft Office and Google Workspace.

Preferred Qualifications

• Experience supporting multi-location retail organizations.
• Experience managing online reputation platforms such as Google Business or Yelp.
• Familiarity with Canva, Adobe Creative Suite, or similar design platforms.
• Experience with internal communication platforms such as Lark, Workvivo, Slack, or Microsoft Teams.
• Experience coordinating operational rollouts, retail initiatives, or store communications.
• Interest in designer toys, pop culture, entertainment, or consumer brands is a plus.

Benefits

• 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.
• Opportunities to grow your career alongside one of the world's fastest-growing entertainment and consumer brands.
• Exposure to cross-functional business leaders and meaningful projects that directly impact the customer and employee experience.
• The opportunity to help shape communication strategies during an exciting period of rapid expansion across North America.

Pay

The base salary range for this position is $70,500 - $80,000 annually. This range is provided in accordance with applicable state and local pay transparency laws and may vary based on geographic location. Individual compensation will be determined based on factors including job-related knowledge, skills, experience, and qualifications. This position may also be eligible to participate in the Company's incentive compensation program.

Schedule

This role follows an office policy with an expectation of five days per week working onsite.

Physical Requirements

• Must be able to remain in a stationary position for extended periods while operating a computer or other office equipment.
• Must be able to occasionally lift or move items weighing up to 25 pounds.
• Must be able to travel occasionally to retail stores or company events as business needs require.