Lead Manager IT - Retail Operations & Marketing Technology

Role & responsibilities

Retail IT Strategy & Operations

• Own the overall Retail IT roadmap aligned with business growth and customer experience objectives.
• Ensure stability, performance, and availability of retail technology platforms across all stores.
• Manage POS systems, store infrastructure, customer-facing technologies, integrations, and support operations.
• Drive operational excellence through proactive monitoring, incident management, problem management, and service improvement initiatives.
• Establish and monitor SLAs, KPIs, and operational metrics.

Marketing Technology Leadership

• Define and execute the roadmap for Salesforce Marketing Cloud, Loyalty Cloud, and Data Cloud.
• Partner with Marketing and Customer Experience teams to develop personalized customer journeys and engagement strategies.
• Drive automation of customer communications across email, SMS, push notifications, and loyalty channels.
• Enable advanced segmentation, campaign effectiveness measurement, and customer lifecycle management.

Customer Data & Loyalty Platforms

• Lead the implementation and optimization of Customer 360 capabilities through Salesforce Data Cloud.
• Ensure proper customer data integration across POS, e-commerce, loyalty, ERP, and marketing systems.
• Support loyalty program enhancements, customer retention initiatives, and personalized engagement strategies.
• Drive data quality, governance, and customer insights initiatives.

Team Leadership

• Lead and mentor a small team of IT professionals supporting retail systems and marketing technologies.
• Foster a culture of accountability, collaboration, innovation, and continuous learning.
• Build capability within the team to support future business growth and technology expansion.

Business Engagement

• Act as the primary IT partner for Retail Operations, Marketing, CRM, and Customer Experience teams.
• Translate business requirements into technology solutions and measurable outcomes.
• Manage stakeholders across business functions and external partners.

Project & Vendor Management

• Identify and lead implementation and enhancement projects related to retail systems, CRM, loyalty, and customer data platforms.
• Manage relationships with Salesforce, implementation partners, and other technology vendors.
• Ensure projects are delivered on time, within budget, and aligned with business objectives.

Governance, Security & Compliance

• Ensure compliance with organizational security policies and regulatory requirements including DPDP regulations.
• Implement appropriate controls around customer data privacy, consent management, and retention.
• Support audits, risk assessments, and governance initiatives.

Key Performance Indicators (KPIs)

• Retail IT systems availability and uptime.
• Marketing campaign delivery success rates.
• Customer engagement and loyalty platform effectiveness.
• Incident resolution and service delivery performance.
• Business stakeholder satisfaction.
• Project delivery performance.
• Data quality and governance metrics.
• Team capability development and retention.

Preferred candidate profile

Qualifications & Experience

Education

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
• MBA or relevant management qualification preferred.

Experience

• 812 years of IT experience with at least 3 years in a leadership role.
• Experience managing Retail IT environments.
• Hands-on experience with Salesforce Marketing Cloud.
• Experience with Salesforce Loyalty Cloud and Data Cloud is highly desirable.
• Experience managing customer engagement, CRM, loyalty, and marketing technology platforms.
• Experience leading technology teams and cross-functional initiatives.

Technical Competencies

Required

• Salesforce Marketing Cloud
• CRM and Customer Engagement Platforms
• Retail Systems & POS Solutions
• Systems Integration
• API Management
• Data Management & Analytics
• IT Service Management (ITIL)
• Vendor Management

Preferred

• Salesforce Loyalty Cloud
• Salesforce Data Cloud
• Power BI/Tableau
• Customer Data Platforms (CDP)
• E-commerce integrations

Leadership Competencies

• Strategic Thinking
• Business Acumen
• Customer Centricity
• Stakeholder Management
• Team Leadership & Coaching
• Problem Solving & Decision Making
• Change Management
• Execution Excellence

Success in the Role

Within 12 months, this individual should:

• Establish a stable and scalable Retail IT operating environment.
• Improve customer engagement through data-driven marketing initiatives.
• Drive greater adoption and value realization from Salesforce Marketing Cloud, Loyalty Cloud, and Data Cloud.
• Build a high-performing team capable of supporting Ample's retail growth strategy.
• Position technology as a strategic enabler of customer experience and revenue growth.