Senior Manager Business Systems IT Retail Corporate

We are seeking a Senior Manager - Business Systems to lead our Retail - IT, Management Oversight department. This role is pivotal in driving customer-centric transformation, utilizing data, CRM, loyalty, and digital intelligence platforms to enhance customer experience, personalization, and lifetime value. As a strategic partner to our business units, you will design and deliver integrated solutions that translate customer insights into actionable business outcomes, ensuring systems are aligned with customer journeys, feedback loops, and personalization strategies, driving measurable impact across touchpoints. 

 

• Embed customer-centric thinking into every data and digital initiative.

• Translate customer behavior and feedback into system requirements and business strategies.

• Drive adoption of platforms that enable personalization, loyalty, and seamless customer engagement.

• Ensure cross-functional alignment around customer experience goals.

• Create and drive KPI-driven outcomes, enhancing technology as an enabler.

• Engage and collaborate with internal stakeholders, including IT, commercial teams, business support, and customer care functions.

• Lead external stakeholder and vendor governance, maximizing contract value and product capabilities.

• Ensure IT team optimization for customer-centric outcomes, scalable integration, and measurable business impact.

• Foster shared ownership of KPIs, customer experience goals, and digital transformation roadmaps. 
  
  Stakeholder Engagement and Management Focus:

• IT Function Alignment: Ensure your IT team which is responsible for CRM, Clienteling, Data, Reporting, and Analystics are optimized for customer-centric outcomes, scalable integration, and measurable business impact. 

• Internal Stakeholder Collaboration: Engage cross-functionally with Commercial teams, Business Support and Customer Care, and Technology to translate business needs into actionable system requirements. Foster shared ownership of KPIs, customer experience goals, and digital transformation roadmaps. 

• External Stakeholder and Vendor Governance: Lead supplier and vendor engagement to maximize contract value, product capabilities, and support outcomes. Ensure external partners are aligned with strategic priorities, compliance standards, and customer experience benchmarks.