Senior Manager Retail Systems EMEA

• Lead and manage the IT POS support team responsible for all EMEA retail store locations.
• Ensure availability and performance of store technology, including POS, payment devices, mobile devices, and printers.
• Act as the primary escalation point for store IT issues, ensuring timely resolution and minimal disruption to store operations.
• Collaborate with Retail Operations, IT Infrastructure, and application teams to support omnichannel initiatives.
• Responsible for POS Product Lifecycle & Project Portfolio Management, including payment technologies for EMEA
• Lead and manage IT activities for store projects such as new store openings, renovations and remodels, as well as coordination and execution of deployments of all new technology in stores.
• Be responsible for ensuring that all relevant retail systems stay compliant with dynamic fiscal and any other legal compliance requirements.
• Build teams and partnerships with key business stakeholders and vendors to ensure technical project requirements and design are in-line with need.
• Create and present project budgets to key business stake-holders and management.
• Coordinate project activities for all internal IT and vendor partners as needed. Manage and maintain a schedule of deliverables and serve as primary point of contact for business, IT, PMO, finance and vendor partners providing regular detailed project status updates.
• Maintain and update documentation for store systems, processes, and troubleshooting procedures.
• Monitor system performance and proactively identify areas for improvement.
• Manage vendor relationships for hardware, software, and managed services.
• Ensure compliance with cybersecurity and data privacy standards across all store systems.
• Provide regular reporting on support metrics, incident trends, and project updates to IT leadership.
• Follow Change Management procedures on all deployments.
• Responsible for planning and resource management, both internal and external, to ensure project deliverables are achieved.
• Responsible for achieving budget and timeline goals, mitigating risks and managing business expectations. Executing due diligence, following guiding principles.
• Provide line management and leadership of the Level 2 Retail Helpdesk team, to include:

• Full responsibility for the recruitment, motivation, training, and retention of staff.
• Manage Level 2 Helpdesk activities, including ticket/incident management, achievement of SLA target, and escalations to and monitoring of 3rd party providers.
• Identify opportunities to improve the store experience by partnering with internal and vendor partners as needed to identify and resolve recurring issues.
• Develop knowledge articles for Level 1 team to increase opportunities for first call resolution.
• Partner with all business teams in support of Store Operations, Loss Prevention, Tax and Finance activities and needs.
• Partner with infrastructure and security teams to provide necessary support for technical updates / enhancements including design, testing and deployment.
• Lead software and hardware evaluations and selections to support business requirements.
• Directly manage 3rd party vendor relationships in support of store projects and ongoing support activities, from identification and recommendation of vendors to partnering with Procurement on contract negotiations.
• Manage and track store technology inventory.
• Own the assigned processes from conceptualization through implementation, as well as future measurement and evolution of the process and systems.
• Benchmark retail industry trends to help to define and enhance the in-Store technology experience.
• Identify and recommend innovative solutions to streamline processes, reduce cost, implement best practices, or improve the overall in-store experience.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 7+ years of IT support experience, with at least 4 years in a leadership role within a retail environment.
• 4+ years of experience supporting APTOS STORE 6 POS solutions.
• 4+ years of experience in people management in related area
• 4+ years of experience managing vendor partners in complex retail deployment projects
• Strong understanding of retail POS systems, mobile device management, infrastructure and store networking.
• Excellent leadership, communication, and organizational skills.
• Ability to thrive in a fast-paced environment with a strong customer experience focus.
• Willingness to travel to store locations as needed.
• Experience supporting retail technologies such as RFID, mobile devices, and clienteling apps.
• This individual must possess a strong understanding of support for in-Store Store Systems, Point of Sale, Mobile retail solutions, payment device management, inventory management tools, processes and devices, as well as networking concepts, with capacity to lead related projects and objectives.
• Candidate should have managed the implementation of complex Store Systems solutions within a retail space.
• Candidate should have a successful track record of creating and delivering effective, timely and cost-effective solutions to meet business objectives.
• Should be comfortable with being hands on in support of implemented solutions and work as a team player.
• Candidate must be able to gather information rapidly, work efficiently in a fast paced environment and be results oriented.
• Must be comfortable presenting and leading discovery sessions with business teams and vendors.
• Must possess facilitation and influencing skills to manage expectations, remove obstacles and mitigate risks.
• Proficient in MS Office products (Word, Excel, Power Point, Project, Visio).
• Proficient in Microsoft Windows Operating Systems and Apple iOS operating systems and device management.
• Experience with Landesk or similar remote deployment/support tools required
• Experience with building, presenting and monitoring financial budgets
• Strong verbal and written communication and presentation skills

• Wider knowledge of Aptos Product Suite (Aptos CRM, Sales Audit, Aptos One)
• Self-starter with ability to multitask and strive in a fast-paced, high volume environment
• Ability to think analytically and approach matters in a solution-oriented manner
• High-level of written and verbal communication skills
• Strong organizational skills with excellent attention to detail
• Familiarity with omnichannel retail strategies and technologies.
• Experience with ITIL or other service management frameworks.
• Project management methodologies
• Knowledge of fashion retail operations and seasonal implications.

• Career Growth

• Season Loan Tickets
• Enhanced Maternity and Paternity Pay
• Private Health and Dental
• Gym Discounts

Michael Kors