Roles and Responsibilities

Functional Responsibilities

- Own and govern the Non-ERP application landscape including CRM (Salesforce), Integration (MuleSoft), HRMS, Jewellery specific Retail Management Systems, Omnichannel/D2C platforms and allied systems.

- Act as the primary point of contact for clients and stakeholders, providing regular updates on project status, addressing concerns, and managing expectations.

- Develop detailed project plans, timelines, and resource allocation strategies to ensure timely and successful project delivery.

- Manage project budgets, track expenses, and provide accurate financial reporting to stakeholders.

- Identify potential risks and issues that could impact project timelines or quality and proactively develop mitigation strategies.

- Conduct regular project status meetings, reviews, and retrospectives to ensure effective communication and continuous improvement.

- Lead end-to-end delivery of projects, including project planning, execution, monitoring, and closure.

- Organizes and monitors current activity so that the team meet Service Level Agreements (SLAs) and follow the agreed processes.

- Drives and promotes the identification and implementation of best practice across the team. Guides and supports colleagues in what is relevant and applicable for the domain or Business Area.

- Would drive product roadmaps and adoption.

- Engage and manage contract resources and vendors as required to deliver projects.

- Excellent working experience on agile, project management and commercial applications.

- Understanding of IT Ops (Infra Management, Infosec,



Ticketing systems, Budgeting, Change management etc.)

- Coordinate with internal teams to deliver common goals. Maintain comprehensive documentation of project requirements, designs, implementation details, and testing procedures.

- Lead Salesforce platform (Sales Cloud, Service Cloud, Marketing Cloud as applicable) strategy, customization, and rollout

- Govern Salesforce user adoption, license management, and performance optimization

- Manage certified Salesforce developers/admins within the team or vendor ecosystem

Team Leadership and Governance

- Lead and mentor a team of application analysts, developers, and business analysts

- Define KPIs, conduct performance reviews, and build team capability

- Govern project delivery using Agile/Waterfall methodologies as appropriate

- Manage change request processes, UAT, and go-live governance

- Foster a culture of collaboration, innovation, and continuous learning within the project team.

Stakeholder & Vendor Management

- Act as the single point of contact for business heads on Non-ERP application matters

- Manage SLAs, contracts, and escalations with application vendors and system integrators

- Evaluate and onboard recent application vendors through structured RFP/RFQ processes

Digital & Innovation Initiatives

- Drive digital transformation initiatives — D2C platforms, customer analytics, mobile applications

- Evaluate emerging technologies (AI/ML, analytics tools) for retail and jewellery use cases

- Support data strategy by ensuring clean, integrated data flows from all non-ERP systems

📌 Head IT Applications (Mumbai)
🏢 MALABAR GOLD u0026 DIAMONDS
📍 Mumbai