Role & responsibilities

The Senior Manager, Omni-channel Program will own the end-to-end execution of Cromas Omnichannel programs from business requirement finalisation through to go-live and post-implementation monitoring. The incumbent is expected to deep-dive into the process changes for each new initiative, understand its impact on processes and end users, and guide business teams through the change while incorporating their feedback into the solution. The role requires close partnership with Stores, Supply Chain, E-commerce, Customer Service, and Finance teams to align on program objectives and execution plans, and the ability to bring structure, rigour, and pace to complex, cross-functional initiatives.

Key Responsibilities

A. Business Requirements & Process Changes

- Document business requirements clearly and comprehensively, capturing objectives, scope, dependencies, and edge cases.
- Own the process changes for each current initiative deep-diving along with respective teams into what the proposed process should be, and how it changes existing ways of working.
- Assess and articulate the impact of the proposed process on downstream processes and end users (business teams, store associates, customers, as relevant).
- Guide business teams through the proposed process, proactively surface and understand challenges or concerns they raise, and work with Product/Tech to incorporate the necessary changes into the solution.
- Drive alignment and formal sign-off on requirements and process changes from respective business stakeholders before execution begins.

B. Stakeholder Management

- Work with multiple business functions — Stores, Supply Chain, E-commerce, Customer Service, and Finance — to align on program objectives and execution plans.
- Build strong working relationships across functions to drive consensus and unblock dependencies quickly.

C.



Program Tracking & Implementation

- Ensure all programs are tracked with clear action items, owners, and ETAs.
- Work with Training and Process teams to ensure the entire journey is properly documented and all scenarios are covered. Review training and process documents before rollout to ensure accuracy and readiness.

D. Execution & Go-Live Management

- Prepare and publish the rollout plan to all business stakeholders.
- Work with testing teams to ensure all scenarios are tested and businesses are ready to sign off.
- Stay operationally involved through go-live and until the rollout has stabilised, proactively working with the relevant teams to resolve user concerns, queries, and issues and then handholding the business teams.
- Ensure timely, proactive communication to all stakeholders, users, and impacted parties throughout.
- Proactively flag delays, along with root causes and mitigation plans.

E. Monitoring & Continuous Improvement

- Determine the business impact of each program post-implementation and publish the required impact reports.
- Identify opportunities for continuous improvement and scale successful programs across formats or channels.
- Build feedback loops with business teams to refine program design based on ground realities.

Preferred candidate profile

- MBA or equivalent postgraduate qualification from a reputed institute preferred; an engineering background is a plus.
- 8–12 years of overall experience, including at least 4–5 years in program/project management/transformation — preferably within retail, e-commerce, or omnichannel businesses.
- Demonstrated experience managing large, cross-functional programs with multiple business stakeholders, from requirement gathering through go-live.
- Prior experience with business & tech coordination, process documentation, and post-launch support is preferred.

📌 Senior Manager Omni channel Program & Customer Experience (Mumbai)
🏢 Croma
📍 Mumbai