Role & responsibilities

Retail IT Strategy & Operations

- Own the overall Retail IT roadmap aligned with business growth and customer experience objectives.
- Ensure stability, performance, and availability of retail technology platforms across all stores.
- Manage POS systems, store infrastructure, customer-facing technologies, integrations, and support operations.
- Drive operational excellence through proactive monitoring, incident management, problem management, and service improvement initiatives.
- Establish and monitor SLAs, KPIs, and operational metrics.

Marketing Technology Leadership

- Define and execute the roadmap for Salesforce Marketing Cloud, Loyalty Cloud, and Data Cloud.
- Partner with Marketing and Customer Experience teams to develop personalized customer journeys and engagement strategies.
- Drive automation of customer communications across email, SMS, push notifications, and loyalty channels.
- Enable advanced segmentation, campaign effectiveness measurement, and customer lifecycle management.

Customer Data & Loyalty Platforms

- Lead the implementation and optimization of Customer 360 capabilities through Salesforce Data Cloud.
- Ensure proper customer data integration across POS, e-commerce, loyalty, ERP, and marketing systems.
- Support loyalty program enhancements, customer retention initiatives, and personalized engagement strategies.
- Drive data quality, governance, and customer insights initiatives.

Team Leadership

- Lead and mentor a small team of IT professionals supporting retail systems and marketing technologies.
- Foster a culture of accountability, collaboration, innovation, and continuous learning.
- Build capability within the team to support future business growth and technology expansion.

Business Engagement





- Act as the primary IT partner for Retail Operations, Marketing, CRM, and Customer Experience teams.
- Translate business requirements into technology solutions and measurable outcomes.
- Manage stakeholders across business functions and external partners.

Project & Vendor Management

- Identify and lead implementation and enhancement projects related to retail systems, CRM, loyalty, and customer data platforms.
- Manage relationships with Salesforce, implementation partners, and other technology vendors.
- Ensure projects are delivered on time, within budget, and aligned with business objectives.

Governance, Security & Compliance

- Ensure compliance with organizational security policies and regulatory requirements including DPDP regulations.
- Implement appropriate controls around customer data privacy, consent management, and retention.
- Support audits, risk assessments, and governance initiatives.

Key Performance Indicators (KPIs)

- Retail IT systems availability and uptime.
- Marketing campaign delivery success rates.
- Customer engagement and loyalty platform effectiveness.
- Incident resolution and service delivery performance.
- Business stakeholder satisfaction.
- Project delivery performance.
- Data quality and governance metrics.
- Team capability development and retention.

Preferred candidate profile Qualifications & Experience

Education





- Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
- MBA or relevant management qualification preferred.

Experience

- 812 years of IT experience with at least 3 years in a leadership role.
- Experience managing Retail IT environments.
- Hands-on experience with Salesforce Marketing Cloud.
- Experience with Salesforce Loyalty Cloud and Data Cloud is highly desirable.
- Experience managing customer engagement, CRM, loyalty, and marketing technology platforms.
- Experience leading technology teams and cross-functional initiatives.

Technical Competencies

Required

- Salesforce Marketing Cloud
- CRM and Customer Engagement Platforms
- Retail Systems & POS Solutions
- Systems Integration
- API Management
- Data Management & Analytics
- IT Service Management (ITIL)
- Vendor Management

Preferred

- Salesforce Loyalty Cloud
- Salesforce Data Cloud
- Power BI/Tableau
- Customer Data Platforms (CDP)
- E-commerce integrations

Leadership Competencies

- Strategic Thinking
- Business Acumen
- Customer Centricity
- Stakeholder Management
- Team Leadership & Coaching
- Problem Solving & Decision Making
- Change Management
- Execution Excellence

Success in the Role Within 12 months, this individual should:

- Establish a stable and scalable Retail IT operating workplace.
- Improve customer engagement through data-driven marketing initiatives.
- Drive greater adoption and value realization from Salesforce Marketing Cloud, Loyalty Cloud, and Data Cloud.
- Build a high-performing team capable of supporting Ample's retail growth strategy.
- Position technology as a strategic enabler of customer experience and revenue growth.

📌 Lead Manager IT - Retail Operations & Marketing Technology (Bengaluru)
🏢 Ample Technologies
📍 Bengaluru