IT Retail Business Partner

About The Role

Product Strategy & Roadmap

• Coordinate and ensure alignment of CX developments along the omnichannel product roadmap, aligning it with business objectives and customer needs.
• Collaborate with cross-functional teams (e.g., IT, marketing, design, commercial, operations) to ensure alignment of product initiatives across e-commerce and retail channels.
• Identify opportunities to enhance the customer experience by integrating new technologies, tools, and features that support seamless shopping across retail channels focused on offline stores, and in alignment with the online developments.
• Provide input on new digital tools and technologies that can improve the efficiency and customer experience in retail boutiques eg. Clienteling

Customer Experience Optimization

• Work closely with Digital Teams on the CX roadmap and it’s execution to ensure intuitive and seamless customer journeys across digital and physical channels.
• Leverage customer insights, data, and feedback to refine developmental features and functionality that improve the customer experience and drive engagement.
• Conduct A/B testing, usability studies, and user feedback analysis to continuously improve product offerings.
• Coordinate with relevant teams on the CRM, Clienteling and developmental roadmaps.
• Retail Integration & ecommerce alignment
• Coordinate and co-drive the integration of Shopify e-commerce platforms with retail systems, ensuring consistency of customer experience across online and in-store touchpoints.
• Support the development of innovative solutions for click-and-collect, in-store inventory visibility, and personalized marketing across channels.
• Oversee the implementation of omnichannel features such as loyalty programs, personalized recommendations, and dynamic pricing.
• Develop the Retail capabilities & functionalities through design, development and execution of the CX roadmap focused on Retail operations.
• Ensure proper product facilities and capabilities are sustained within the Retail ops.

Stakeholder Management & Analytics

• Work closely with business stakeholders, including consumer strategy, retail operations, marketing, and IT/ERP teams, to ensure that retail CX solutions align with business goals.
• Act as a liaison between business teams and IT, translating business needs into actionable technical requirements.
• Present product updates, performance metrics, and customer feedback to leadership and key stakeholders

Retail Boutique Setup & Integration

• Lead the technical setup and deployment of IT systems for new and existing retail boutiques, retail events, ensuring seamless integration with backend systems like SAP and Shopify.
• Oversee hardware installation (e.g., POS terminals, barcode scanners, receipt printers, footfall systems, media wall etc.) and ensure that all software configurations are aligned with company standards.
• Ensure the cloud systems supporting retail technologies and their integrations with PoS are fully functional.
• Manage partners to troubleshoot and resolve system-related issues during the boutique setup phase.
• Manage and drive the complete lifecycle of a boutique opening by taking ownership on retail aspect from the IT side.

System Management & Optimization

• Manage and maintain the SAP POS, Media Walls, Footfall systems, Scanners, Printers, Wifi systems and associated accessories including online Shopify systems (common data touch point), ensuring they are operating at optimal levels and meeting business needs.
• Manage POS systems, associated solutions and relevant IT systems and ensure regular operational maintenance that includes security patches, software upgrades, and system integrity.
• Manage operational tickets ensuring operational support to issues / incidents raised from the retail stores affecting normal service operations.
• Manage and report on the IT assets forming the system within the retail stores.
• Partner with Operational teams ensuring the health of POS functions within the store is at agreed levels.

Profile & Competencies

• Strong understanding of the retail industry, particularly within boutiques, and how to bridge digital and physical customer experiences.
• Relevant skills on Retail PoS systems, Footfall systems, Printing Systems, Loyality Programs, CX systems etc.
• Experience working with agile frameworks and managing digital product roadmaps in cross-functional environments
• Analytical skills in defining and measuring around KPIs , OKR’s related to product support and its management.
• Should be a team player and at the same time able to contribute independently.
• Ability to understand requirements and to think out of the box solutions.
• 6+ years of experience in Retail Management, with a focus on Customer Experience build, omnichannel retail and e-commerce
• Minimum 6 years experience in Retail industry (preferably in luxury retail).
• Minimum 3 year’s experience in ERP such as SAP, Oracle, Microsoft Navision.
• Preferred to have at least 3 years experience in functional role in retail/omnichannel and CRM.
• Preferred to have an experience in ecommerce platforms (preferably shopify)
• Bachelor’s degree in Business, IT, Marketing, or a related field.
• Relevant certifications in Retail systems, CX platforms, or E-Commerce are a plus.