IT Manager - D2C & Martech

Role & responsibilities

• Take end-to-end IT ownership of the D2C eCommerce platform and CMS-based brand website covering IT operations, enhancements, performance, uptime, and quality.
• Gather requirements from business stakeholders and translate them into clear technical specifications and user stories.
• Plan and manage delivery sprints and run all Scrum ceremonies (sprint planning, stand-ups, reviews, retrospectives); coordinate UAT, releases, and post-go-live support.
• Drive continuous improvement in website performance and page speed.
• Coordinate across the platform product / OEM teams, system-integrator (SI) partners, and internal technology teams to deliver enhancements and any required integrations.
• Maintain a high-level understanding of WhatsApp bots and conversational commerce, and coordinate related enhancements with vendor partners.
• Own the relationship with the analytics / BI platform and its supporting vendor team.
• Ensure dashboards and reports meet business needs; coordinate enhancements, data checks, and troubleshooting.
• Bring a solid understanding of how analytics and BI solutions work end to end
• Own and manage the marketing automation / customer-engagement platform.
• Partner with business teams to build customer journeys, segments, and campaigns, and manage the supporting vendor.
• Understand what is required to keep the web platforms secure.
• Coordinate with the security team to identify, prioritise, and remediate vulnerabilities.
• Coordinate across cross-functional teams to understand business requirements and run solution ideation with vendor partners.
• Bring a strong understanding of D2C business processes and act as the bridge between business, operations, and technology.
• Present to senior leadership (including the CIO) and run regular status-update / governance meetings.
• Own vendor relationships, SLAs, and escalations across all platforms.