Senior Manager IT - Lead – Retail Application

The incumbent will lead Retail IT Helpdesk operations supporting stores nationwide and manage a team comprising a Business Analyst, Helpdesk Team Lead, and L1/L2 Retail Specialists. The role will be partnered with Retail Operations, Merchandising, Supply Chain, Finance, Ecommerce, and Enterprise IT teams.

Designation: Senior Manager

Role: Lead - Retail Application

Department: Information Technology

Reporting To: Associate Director - IT

No. of Reportees: 3

Job Location: Mumbai (Andheri East)

Experience: 10+ Years

Industry Experience: Retail

Qualification Required: Master’s Degree in IT with functional knowledge of retail operations

Job Specification:

• Bachelor’s degree in engineering, Computer Science, Information Technology, or related discipline.
• MBA or Postgraduate qualification in Technology Management, Retail Management, or Business Administration preferred.
• ITIL, Project Management, or Retail Technology certifications are an advantage.
• Excellent verbal and written communication skills.
• Strong stakeholder management and business partnering capabilities.
• Ability to engage effectively with senior leadership, business teams, vendors, and support teams.
• Strong presentation, negotiation, and influencing skills.

Job Description:

• 10+ years of IT experience with at least 8 years in Retail Technology leadership roles.
• Strong knowledge of:
  • End-to-End Retail POS Processes
  • Retail Store Operations
  • Inventory Management Systems
  • Auto Replenishment Solutions
  • Omnichannel Retail Processes
  • Retail IT Service Management & Helpdesk Operations
  • Reporting & Analytics Platforms
  • Enterprise Integrations, APIs, Middleware, and Data Interfaces
• Experience integrating POS with ERP, CRM, Loyalty, Ecommerce, Supply Chain, Warehouse Management, and Payment Systems.
• Additional Preferred Experience with leading retail solutions such as Ginesys POS, Oracle POS X ‘Store , Vinculum E-Retail OMS will be strong advantage
• Strong stakeholder management, project management, vendor management, and team leadership skills.
• Experience supporting large-scale retail enterprises with multi-location store environments.

Key Responsibilities:

• Own and manage end-to-end Retail POS processes and store technology platforms.
• Lead implementation, enhancement, and support of POS, Inventory Management, and Auto Replenishment solutions.
• Ensure high availability, performance, and supportability of retail applications across the store network.
• Manage Retail IT Helpdesk operations and ensure SLA-driven support for all stores across PAN India.
• Drive incident, problem, change, and service management processes.
• Own reporting and analytics platforms, delivering operational, inventory, and management dashboards.
• Manage integrations between POS and boundary systems including ERP, Merchandising, Supply Chain, Ecommerce, CRM, Loyalty, Payments, and Finance applications.
• Partner with Retail Operations, Merchandising, Supply Chain, Finance, and Ecommerce teams to enable business growth and operational efficiency.
• Lead technology projects, system upgrades, new store rollouts, and process improvement initiatives.
• Manage third-party vendors, implementation partners, and support providers.
• Develop team capabilities and ensure effective resource planning and performance management.

Key Success Metrics:

• POS & Store System Availability > 99.5%
• SLA Compliance > 95%
• Inventory Accuracy and Stock Availability Targets
• Auto Replenishment Effectiveness
• Integration Stability and Data Accuracy
• User Satisfaction (CSAT)
• Successful Delivery of Retail Technology Initiatives and Projects.

About Skechers

Skechers, a global Fortune 500® company, develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations.