Retail IT Support Analyst – Europe
Location:
Canary Wharf, London (travel within EU required)
Job Type:
Full-time, Permanent
Reports To:
Senior IT Manager – Europe
Focus Area:
Offline Retail Store IT (Europe)
About POP MART
POP MART is a global leader in trend culture and designer collectibles, with iconic character IPs like
MOLLY
,
SKULLPANDA
, and
DIMOO
that captivate fans worldwide. Through a growing network of stores, Robo Shops, and digital platforms, we deliver joyful experiences rooted in art and storytelling.
With rapid retail expansion across the UK, France, Germany, Spain, and more, our stores are at the heart of how customers interact with our brand. Now, we're strengthening our
IT support foundation
across Europe to ensure our retail spaces operate smoothly and securely.
Learn more:
The Role: Be the First Line of IT for Our Retail Stores
We're looking for a
Retail IT Support Analyst – Europe
to deliver
frontline tech support
for POP MART's brick-and-mortar stores across the region.
You'll play a key role in ensuring the
reliability and performance
of all offline retail technologies—from POS and payment systems to in-store infrastructure and new store openings. This role is ideal for someone who's hands-on, resourceful, and passionate about retail tech.
What You'll Do
* Provide
onsite and remote IT support
to retail stores across Europe, ensuring smooth daily operations.
* Troubleshoot and support
Cegid POS systems
, working with HQ IT in China, local teams, and external vendors.
* Lead the
IT side of new store openings
—ensuring networks, infrastructure, and hardware meet standards.
* Resolve issues across store infrastructure:
networks, servers, Wi-Fi, payment terminals, printers
, and more.
* Act as the
go-to IT contact
for European retail teams, escalating complex issues to HQ where needed.
* Create and maintain
documentation, SOPs, and knowledge bases
to drive consistency and efficiency.
* Monitor
IT KPIs and SLAs
, driving continuous service improvements and support excellence.
Who You Are
3-5+ years of IT support experience in a
retail or consumer-facing
environment.
Solid experience with
Cegid POS
or equivalent enterprise POS platforms.
Hands-on with store tech infrastructure—
networking, peripherals, payment systems
, etc.
Proven ability to provide
onsite and remote
support across multiple locations.
Strong communicator, both verbally and in writing.
Collaborative mindset with experience working across borders (especially with
Asia-based HQs
).
Willing to
travel within Europe
to support store needs and openings.
Nice to Have, But Not Required
* Background in
international retail
or supporting
Asia-based headquarters
.
* Familiarity with
ITIL frameworks
or structured, ticket-based support environments.
* Experience in
networking, cybersecurity, or cloud infrastructure
.
* Multi-lingual capabilities –
Mandarin Chinese
and/or
European languages
(e.g., German, French, Spanish) are a plus.
Why Join POP MART?
Join one of the most exciting global retail brands in pop culture.
Be part of building and scaling
retail IT operations
across multiple countries.
Work with cross-functional teams across Europe and Asia.
Enjoy monthly designer toy gifts, structured bonuses, wellness support, and regular team events.
Grow your skills in an international, innovation-driven environment.
Ready to power the tech behind our European stores?
Click
Apply Now
and send us your CV. Let's build smarter stores—together.