Retail Support Manager

Role : Retail Support Manager

Location : London – hybrid working

Salary : £80,000 – 90,000 + bonus + benefits

We are looking for a skilled and proactive Retail Support Manager for one of our clients to lead the Retail Support and Store Platform teams. This role is vital in maintaining the optimal performance and support of retail systems and applications. You will work closely with key stakeholders to ensure that all retail systems, platforms, and processes align with business objectives, driving operational efficiency and enhancing the customer experience.

This position offers the opportunity to lead a talented team while influencing the retail technology strategy and driving innovation in a fast-paced, dynamic environment.

Job description :

• Ensure retail systems meet performance and availability SLAs and are proactively monitored and maintained.
• Continuously improve support and delivery processes.
• Monitor system performance and troubleshoot issues to minimise downtime and disruptions.
• Act as the primary point of contact for escalations, owning high-impact incidents and issues.
• Oversee BAU and project work, ensuring high standards and consistent approaches.
• Lead and mentor the team to ensure peak performance and development.
• Collaborate on technology strategies to improve retail support and customer experience.
• Lead the adoption of new retail technologies, conducting system rollouts and ensuring smooth integration across locations.
• Ensure data integrity and compliance with data protection regulations.
• Implement backup and disaster recovery procedures to prevent data loss.
• Manage vendor relationships and technology rollouts across retail locations.
• Provide reporting and analytics support to drive business insights and decision-making.

Experience required:

• 5+ years in retail IT systems management or similar technical leadership roles.
• Experience managing large teams in an agile, high-pressure environment.
• Previous knowledge of AWS infrastructure and Microsoft/Linux software.
• Expertise in retail hardware (POS systems, laptops, iOS devices).
• Familiarity with device management solutions (SOTI MobiControl, Intune).
• Experience with system integrations and API management.
• Excellent problem-solving, project management, and communication skills.
• Familiar with SQL, scripting and database management.
• Knowledge of cybersecurity best practices and data management.

If you’re interested in learning more about this opportunity, please get in touch!

Thank you.