General Manager - Times Square

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.

Opportunity Overview:

The General Manager is the visionary leader driving our store to new heights — achieving sales goals, delivering exceptional customer experience, and maintaining the highest brand standards. You’ll lead a talented team of managers and associates, inspiring them to perform at their best while fostering a culture that’s high-energy, inclusive, and results-driven. With a passion for people and a sharp focus on business performance, you’ll transform the store into a destination where customers love to shop and employees love to work.

Key Responsibilities:

Leadership & People Development

• Lead, coach, and develop a high-performing management and sales team.
• Drive employee engagement and retention through consistent feedback, recognition, and development plans.
• Ensure proper staffing levels and succession planning aligned with business needs.
• Create development plans for team members, ensuring readiness for future roles while fostering an inclusive and collaborative work environment.
• Conduct regular performance reviews, 1:1s, and coaching sessions
• Responsible for the oversight, staffing and scheduling of local ROBO Shops.

Sales & Customer Experience

• Achieve store sales targets and KPIs.
• Ensure outstanding customer service and resolve escalated issues as needed.
• Monitor customer feedback and implement strategies to improve service and satisfaction.

Operational Excellence

• Establish clear daily, weekly, and monthly sales targets and KPIs, inspiring and coaching the team to not only meet but exceed them.
• Ensure compliance with all company policies and safety procedures, as well as state/federal labor laws (including rest/break compliance, predictive scheduling where applicable.
• Lead all aspects of daily store operations, guiding team leaders, ensuring flawless visual merchandising execution, and maintaining precise inventory control.
• Review business reports and operational metrics to uncover growth opportunities, streamline processes, and elevate overall performance.

Financial Accountability

• Manage labor budgets, payroll, and controllable expenses with efficiency and foresight.
• Maximize profitability through effective scheduling, labor management, and loss prevention strategies.

Brand & Culture Stewardship

• Champion the brand’s mission, values, and visual standards throughout the store as well as a people first, customer obsessed culture experience.
• Promote a culture of belonging, creativity, and innovation in the workplace.

Qualifications:

• 3–5+ years of progressive retail leadership experience in a flagship environment, with a proven track record in driving high-volume sales and overseeing multiple tiers of direct-report leadership roles.