Manager Retail Application Specialist

Retail Application Specialist Manager

Role Overview

The Retail Application Specialist (Manager / Sr. Manager) will serve as the functional owner for all core retail applications across POS, ERP, OMS, WMS, CRM, and eCommerce platforms. This role combines business process design, crossfunctional collaboration, application governance, and handson support leadership. The ideal candidate is a retail technology generalist with strong functional depth, excellent stakeholder management, and the ability to drive continuous improvement across store and digital operations.

Key Responsibilities

Functional Ownership & Process Design

• Retail Process Mapping Lead ASIS and TOBE process design across Sales, Returns, Inventory, Replenishment, Promotions, Loyalty, and Omnichannel flows.
• Requirement Gathering — Translate business needs into functional specifications and ensure alignment with system capabilities.
• Drive process standardisation across stores, warehouses, and HO functions.
• Evaluate change requests, assess impact, and prioritise enhancements.

Application Governance & Support Leadership

• L2/L3 Support Management — Oversee support operations, ensuring timely resolution of issues across POS, ERP, OMS, WMS & CRM
• Lead rootcause analysis for recurring issues and drive longterm fixes.
• Ensure high availability of store systems, especially during peak retail periods.
• Govern SLAs with vendors and internal tech teams.

Implementation, Rollouts & Enhancements

• Own endtoend implementation of new modules, integrations, and upgrades.
• Prepare functional specs, test cases, and validation scripts.
• Lead UAT cycles, coordinate release management, and ensure smooth deployment across stores and warehouses.
• Work closely with engineering, product, and vendor teams to deliver enhancements.

Training, Documentation & Change Management

• User Training — Conduct training for store teams, HO users, and operations staff.
• Create SOPs, process documents, and user guides for all retail applications.
• Drive adoption of new features through structured changemanagement practices.

CrossFunctional Collaboration

• Partner with Operations, Merchandising, Finance, Supply Chain, eCommerce, and IT teams to ensure seamless system usage.
• Act as the functional SME during audits, compliance checks, and business reviews.
• Work with external vendors for escalations, integrations, and roadmap planning.

Required Skills & Experience

Functional Expertise

• Deep understanding of retail workflows across stores, warehouses, and omnichannel.
• Handson experience with POS systems (Wondersoft, Ginesys, Shoper, Retail Pro, Xstore, etc.).
• Strong functional knowledge of ERP (Inventory, Finance, Procurement).
• Experience with OMS, WMS, CRM, and eCommerce order lifecycle.

Technical Skills

• SQL for data validation and troubleshooting.
• Understanding of APIs, integrations, and middleware.
• Familiarity with ticketing tools (JIRA, ServiceNow, Manage Engine).
• Strong Excel and reporting capabilities.

Leadership & Soft Skills

• Excellent communication and stakeholder management.
• Ability to lead crossfunctional discussions and influence decisionmaking.
• Strong analytical and problemsolving mindset.
• High ownership, customercentricity, and ability to work under pressure.

Education & Experience

• Bachelor’s degree in IT, Computer Science, Engineering, or related field.
• 7–12 years of experience in retail technology or application support.
• Experience managing multistore retail environments is preferred.
• Prior experience in leading teams or managing vendors is an advantage.