Retail Tech Support Manager in City of Westminster

This role is the pinnacle of Retail Support, covering both project and support for the River Island Retail environment. It is a highly technical, hands‑on job focused on ensuring our retail systems and support are of the highest calibre. Reporting to the Head of Cloud and Operations, you will manage the Retail Support and Store Platform teams to provide optimal support for all retail and store‑focused applications and hardware within River Island, enhancing operational performance and customer experience.

Responsibilities

• Ensure the Retail systems are online, monitored, and maintained.
• Review, refine, edit and continually improve all support and delivery processes – working closely with Practice Lead: Operations.
• Monitor system performance and troubleshoot issues to minimize downtime and service disruptions, ensuring RI Tech standards are maintained.
• Be a point of contact for escalations and own high‑impact incidents and problems.
• Manage, plan and monitor BAU and project work to ensure all tasks are completed to a high standard and within expectations, using standard approaches.
• Ensure teams are managed to be performant, engaged, and mentored.
• Work closely with the Retail portfolio to deliver their project/initiative needs.

Retail Technology Strategy

• Develop and implement technology strategies to improve retail support and customer experience.
• Evaluate emerging retail technologies and recommend solutions that align with business needs.
• Collaborate with stakeholders to define system requirements and optimise workflows.
• Lead system rollouts and support technology adoption across retail locations.

Data Management and Security

• Ensure data integrity and security across all retail systems.
• Monitor compliance with data protection regulations and company policies.
• Implement backup and disaster recovery procedures to prevent data loss.
• Provide reporting and analytics support to drive business insights.

Vendor and Stakeholder Management

• Coordinate with vendors and IT teams to implement system updates, upgrades and patches, working with the River Island Vendor Management team.
• Manage relationships with technology vendors and service providers.
• Help negotiate contracts and service agreements for retail technology solutions.
• Engage with internal teams to align system capabilities with business goals.

Qualifications

• 5+ years of experience in retail IT systems management or a similar role.
• Previous experience of agile working, managing a large team in an IT support role within a high‑pressure environment.
• Previous experience working with AWS infrastructure.
• Excellent knowledge of Microsoft and Linux software.
• Previous experience managing store hardware, including Windows laptops, Samsung mobile devices, POS & SCO hardware, iPads and other iOS devices.
• Previous experience using device management solutions, e.g., SOTI MobiControl, Intune, LANDesk.
• Strong knowledge of POS systems and experience managing 3rd‑party POS solution partners.
• Experience with system integrations and API management.
• Excellent problem‑solving and troubleshooting skills.
• Strong project management and leadership capabilities.
• Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Understanding of cybersecurity best practices in retail technology.
• Ability to work in a fast‑paced, multi‑location retail environment.
• Familiarity with SQL, scripting and database management.

Benefits

• Generous 50% staff discount on product range.
• Onsite gym and subsidised restaurant & café.
• Flexible working, including payday and summer early finish Fridays.
• Give as you earn scheme with ‘Giver Island’ days and matched funding.
• Support with upskilling through on‑the‑job training and qualifications.
• Succession plan for career progression.
• Generous bonus scheme & private pension plan.
• Health care via AXA provider.
• 25 days paid holiday (exclusive of Bank Holidays) with option to purchase additional holiday twice a year.
• Inclusive support for diverse family setups, including maternity, paternity, adoption and fertility treatment, through the Retail Trust.
• Additional support for Islanders through the Retail Trust, offering discounts, benefits, financial advice and wellbeing solutions.