About the Role
We are seeking a dynamic and results-driven IT Digital Business Partner to spearhead our omnichannel transformation and digital initiatives. This role is pivotal in driving CRM optimization, e-commerce excellence, and retail technology advancement across our organization. The successful candidate will work closely with our Digital team to deliver seamless customer experiences while leading IT development projects across our retail outlets. This position requires a self-motivated professional with proven expertise in similar platforms and a track record of independently managing complex projects from conception to completion.
Key Responsibilities:
Omnichannel Strategy & Implementation
- Lead the development and execution of comprehensive omnichannel strategies that integrate online, mobile, and in-store customer experiences
- Drive the implementation of omnichannel platforms and ensure seamless integration across all customer touchpoints
- Collaborate with Digital team to align technology solutions with business objectives and customer journey mapping
- Establish and maintain omnichannel performance metrics and KPIs to measure success and identify improvement opportunities
CRM Initiatives & Customer Data Management
- Spearhead CRM platform optimization and enhancement initiatives to improve customer engagement and retention
- Lead customer data integration projects across multiple touchpoints to create unified customer profiles
- Drive personalization and segmentation strategies through advanced CRM capabilities
- Ensure data quality, governance, and compliance across all customer data management initiatives
- Partner with digital team to optimize customer lifecycle management processes
E-commerce Platform Leadership
- Coordinate e-commerce platform order-fulfillment challenges, optimization, and integration with existing business systems
- Proactive engagements over customer data capture / data inflow projects and user experience enhancements for digital channels
- Manage third-party vendor relationships for e-commerce tools and platforms
- Ensure scalability, security, and performance of e-commerce infrastructure
Retail IT Development & Operations
- Lead IT development projects across all retail outlets, ensuring consistent technology deployment and support
- Drive point-of-sale (POS) system optimization and integration with central systems
- Oversee retail technology infrastructure including network, hardware, and software deployments
- Manage inventory management system integrations and retail analytics platforms
- Ensure business continuity and disaster recovery planning for retail operations
Project Management & Stakeholder Collaboration
- Independently manage complex, multi-faceted IT projects from initiation through completion
- Develop project timelines, resource allocation plans, and risk mitigation strategies
- Facilitate cross-functional collaboration between IT, Digital, Customer service, and Retail teams
- Provide regular project updates and performance reports to senior management
- Manage vendor relationships and ensure service level agreements are met
Innovation & Continuous Improvement
- Identify emerging technologies and digital trends that could benefit the organization
- Lead proof-of-concept initiatives and pilot programs for new digital solutions
- Drive continuous improvement processes for existing systems and platforms
- Mentor junior team members and contribute to organizational knowledge sharing
Desired Background and Experience:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
- Minimum 7-10 years of experience in IT business partnership roles or digital transformation roles within a retail setup with focus on e-commerce, outlets or digital initiatives
- Proven track record of successfully leading omnichannel transformation projects
- Demonstrated experience with CRM platform implementations and optimizations
- Strong background in e-commerce platform management and development
Technical Skills
- Platform Expertise on any technology such as: Salesforce, Microsoft Dynamics, SAP Customer Experience, etc.
- Integration Technologies: APIs, middleware solutions, ETL processes, and data integration tools
- E-commerce Technologies: Payment gateways, inventory management systems, order management platforms, Magento, Shopify, or similar enterprise platforms
- Analytics & Reporting: Business intelligence tools, Google Analytics, customer data platforms
Core Competencies
- Self-Driven Leadership: Ability to independently identify opportunities, develop strategies, and execute projects with minimal supervision
- Stakeholder Management: Excellent communication and relationship-building skills with technical and non-technical stakeholders
- Strategic Thinking: Capability to align technology initiatives with broader business objectives and customer needs
- Problem Solving: Strong analytical and troubleshooting skills with ability to resolve complex technical and business challenges
Preferred Qualifications
- Certifications: Preferable to have certifications in Salesforce, Microsoft, SAP, or other enterprise platforms
- Industry Experience: Prior experience in retail, fashion, luxury goods, or consumer products industries is a plus
- Digital Commerce: Experience with headless commerce, progressive web apps, and modern e-commerce architectures is a plus
- Data Analytics: Advanced skills in customer analytics, predictive modeling, and business intelligence
- Cloud Platforms: Experience with Fabric, Azure Databricks, or Google Cloud Platform deployments is a plus
