IT Manager - POS & Customer Loyalty - Jewelry Retail Business

Lead - In Store and Customer facing Applications. (POS/Retail)

Responsible for the overall product management of in-store and customer-facing business applications and platforms for Jewelry Retail Business. This includes the planning, development, implementation, and maintenance to support business growth plan and deliver unique brand experience to the customer.

Key Deliverables:

- Lead the planning, development, implementation, and maintenance of customer-facing business applications including point-of-sale (POS), loyalty management program, Customer relationship management (CRM) software, Instore employee productivity platforms and applications.

- Collaborate with cross-functional teams to understand the business requirements and customer preferences, incorporate them into the product roadmap, prioritize feature development.

- Work with a vendors/partner to ensure that platforms and applications are developed, tested according to quality standards and delivered as per plan.

- Define and setup support processes, monitor key performance indicators (KPIs) and implement continuous improvement plan to ensure frictionless customer experience in the stores.

- Stay updated with changing customer needs, industry trends, best practices, and emerging technologies and solutions, to drive continuous improvement and innovation to deliver channel agnostic unique brand experience and competitive advantages.

- Stay updated with changing customer needs, trends, industry best practices, emerging technologies to drive, innovations and continuous improvements to deliver channel agnostic unique Instore brand experience to our customers.

- Vendor Management - Vendor evaluation, onboarding, define governance process & SLA, and monitor vendor performance. Overall managing vendor relationships.

- Risk management - Work with InfoSec and IT Risk Management team to develop and implement application security design, policies, and procedures to ensure zero security incidents. Implement all requirements to implement ITGC controls and ensure 100% compliance.

- Provide guidance and mentorship to the team including vendor/partner team.

Requirements:

- Proven experience (7+ years) as product/application manager, leading team to manage customer facing applications in the retail, preferably in jewelry retail businesses.

- Strong knowledge of customer-facing applications such as POS systems, loyalty management programs, and CRM software.

- Experience with a variety of programming languages and technologies. Familiarity with agile methodologies and product development processes.

- Excellent analytical and problem-solving skills, with the ability to translate complex requirements into actionable plans.

- Familiarity with data security, privacy, and regulatory requirements related to Indian jewelry Retail industry.

- Strong communication and collaboration skills to work effectively with cross-functional teams.

- Ability to work independently and as part of a team, ability to work under pressure and meet deadlines.

- Result-oriented and customer first mindset.

- Passion for the Retail and jewelry industry.

- Bachelor's degree in computer science, business, or a related field (MBA preferred).