Senior Manager Technology - Retail

Role Purpose

The Senior Manager – Retail Operations & Technology is responsible for overseeing end-to-end retail store operations while driving digital transformation and technology enablement across the retail ecosystem by providing technical solutions, strategy in alignment with business goals. This role ensures seamless integration between business operations and technology platforms (POS, ERP, e-commerce), optimizing performance, customer experience, and profitability.

Key Responsibilities

1. Retail Operations Management

1. Oversee daily operations of retail stores (sales, inventory, merchandising, staffing)
2. Drive operational excellence and standardization across locations
3. Monitor store KPIs (sales, conversion, shrinkage, footfall)
4. Ensure compliance with SOPs, audits, and regulatory requirements
5. Optimize store processes to improve efficiency and customer experience

2. Technology & Digital Transformation

1. Lead implementation and optimization of retail systems including:
2. POS / Store Commerce
3. ERP systems like Dynamics 365 Finance and Operations
4. E-commerce and omnichannel platforms
5. Drive adoption of digital tools across stores and operations
6. Partner with IT teams on system enhancements, integrations, and upgrades
7. Evaluate and implement new retail technologies (AI, analytics, automation)
8. Leverage Microsoft Power Platform for reporting and process automation

3. Stakeholder & Team Management

1. Lead cross-functional teams
2. Manage external vendors and system partners
3. Train and mentor store managers and functional consultants
4. Act as a bridge between business stakeholders and technical teams

4. Data, Analytics & Reporting

1. Track and analyze key metrics using dashboards (e.g., Power BI)
2. Drive data-based decision-making
3. Ensure data accuracy across systems (POS, ERP, inventory)
4. Present performance insights to senior leadership

5. Project & Change Management

1. Lead retail transformation and system implementation projects
2. Manage budgets, timelines, and risks
3. Drive change management and user adoption initiatives
4. Ensure smooth rollout of new processes and technologies

Required Qualifications & Experience

1. Bachelor’s or Master’s degree in Business, Retail Management, IT, or related field
2. 10–15+ years of experience in retail operations and/or retail technology
3. Strong experience with retail systems like Microsoft Dynamics 365 Commerce or similar platforms
4. Deep understanding of retail business processes (store ops, merchandising, supply chain)
5. Proven leadership and stakeholder management skills
6. Experience in large-scale retail transformations

Core Competencies

1. Retail Store Operations
2. Strategic thinking & execution
3. Leadership & team management
4. Business-technology alignment
5. Problem-solving & decision-making
6. Change management

Key Performance Indicators (KPIs)

1. POS uptime – Availability of Store Commerce / POS systems
2. On-time delivery (%) – % of milestones delivered as per project plan
3. SLA adherence
4. Requirement coverage – % of business requirements successfully implemented
5. Performance improvements (POS speed, batch jobs, sync time)
6. SOPs and policies compliance