Lead Manager – IT

Role Purpose

Ample Technologies is seeking an experienced and business-oriented Lead Manager – IT to lead the strategy, implementation, support, and continuous improvement of Retail IT Operations and Marketing Technology platforms. The role will be responsible for ensuring high availability of retail technology systems while enabling customer engagement, loyalty, and personalization initiatives through Salesforce Marketing Cloud, Loyalty Cloud, and Data Cloud.

The ideal candidate will combine strong operational leadership with strategic thinking, leveraging technology to enhance customer experience, operational efficiency, and business outcomes.

Key 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.
  

Qualifications & Experience

Education

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

Experience

• 8–12 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