Head of Production & Run – eRetail & Retail

Valtech; Paris; Hybrid; EUR 120,000 - 160,000; Full time

Benefits offered by this job

Remote/hybrid flexibility

International mobility

Professional development

Job summary

Valtech is seeking a Head of Production & Run for Retail and eRetail to ensure reliable global operations across stores, apps, and payment platforms. You will lead a proactive, KPI-driven operating model via a shared Production Control Tower, moving from reactive incident management to steady-state performance.

Your role will include coordinating onshore/offshore teams, optimizing releases, and driving continuous improvement to deliver best-in-class customer experiences at scale.

Qualifications

• 15+ years of experience in IT production and operations, including at least 5 years leading multiple teams.
• Proven experience managing business-critical retail and e-commerce platforms in a global environment.
• Strong knowledge of ITIL practices and tools such as ServiceNow, Jira and Confluence; familiarity with POS solutions (ideally Oracle Xstore) and e-commerce platforms (ideally Salesforce Commerce Cloud).
• Demonstrated experience managing service providers, contracts and SLA commitments.
• Strong leadership, crisis management and stakeholder engagement skills, with the ability to influence across teams and geographies without direct hierarchical authority.
• Fluent English; French strongly preferred. ITIL certification is an advantage.
• Additional assets: Luxury or fashion industry experience, previous experience establishing a Production Control Tower, and PMP certification.

Responsibilities

• Lead Production Operations: Establish and run the Retail & eRetail Production Control Tower, driving operational planning, governance and readiness.
• Resolve Incidents & Prevent Recurrence: Prioritise escalations, lead major incident resolution and implement lasting corrective actions.
• Secure Releases & Critical Events: Validate Go/No-Go decisions, coordinate deployments and rollback plans, and prepare teams for major launches and peak periods.
• Align Global Teams & Partners: Coordinate regional stakeholders, product squads and service providers, ensuring clear communication and executive reporting.
• Automate & Optimise Operations: Deploy AI-driven monitoring, automate repetitive tasks and implement ITIL-based continuous improvement.
• Drive Service Performance: Track KPIs and SLAs, improve service quality, and manage vendor performance, contracts and budgets.

Skills

IT production and operations

Team leadership

Stakeholder engagement

Crisis management

English/French bilingual

ITIL familiarity

Production Control Tower

Vendor management

Tools

ServiceNow

Jira

Confluence

POS solutions (Oracle Xstore)

Salesforce Commerce Cloud

Job description

Head of Production & Run- eRetail & Retail ( all genders)

Why Valtech? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience.

Context

Within a leading luxury client, Valtech operates as a strategic technology partner under a factory-based delivery model focused on performance, transformation and scalability.

The opportunity

At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries.

We Are Proud Of

• The work we do and the innovation we drive
• Our values of share, care and dare
• A workplace culture that fosters creativity, diversity and autonomy
• Our borderless, global framework, which enables seamless collaboration

The role

Ensure the reliability and continuity of retail, e-commerce and payment operations across day-to-day activities and critical launches. Lead the transition from reactive incident management to a proactive, structured and KPI-driven operating model through a shared Retail & eRetail Production Control Tower.

Scope

• 46 applications across stores, e-commerce, payments and back-office systems.
• 450+ boutiques across five global zones: Americas, EMEA, South America, Japan and China.
• Coordination of onshore/offshore teams, application maintenance partners, service desk and product squads.

Key Responsibilities

• Lead Production Operations: Establish and run the Retail & eRetail Production Control Tower, driving operational planning, governance and readiness.
• Resolve Incidents & Prevent Recurrence: Prioritise escalations, lead major incident resolution and implement lasting corrective actions.
• Secure Releases & Critical Events: Validate Go/No-Go decisions, coordinate deployments and rollback plans, and prepare teams for major launches and peak periods.
• Align Global Teams & Partners: Coordinate regional stakeholders, product squads and service providers, ensuring clear communication and executive reporting.
• Automate & Optimise Operations: Deploy AI-driven monitoring, automate repetitive tasks and implement ITIL-based continuous improvement.
• Drive Service Performance: Track KPIs and SLAs, improve service quality, and manage vendor performance, contracts and budgets.

Your Profile

As a Head of Production & Run your role is to ensure reliable, seamless retail and e-commerce operations worldwide by moving from reactive incident management to a proactive, performance-driven operating model that improves service stability, customer experience and operational efficiency.

Must Have Qualifications

• 15+ years of experience in IT production and operations, including at least 5 years leading multiple teams.
• Proven experience managing business-critical retail and e-commerce platforms in a global environment.
• Strong knowledge of ITIL practices and tools such as ServiceNow, Jira and Confluence; familiarity with POS solutions (ideally Oracle Xstore) and e-commerce platforms (ideally Salesforce Commerce Cloud).
• Demonstrated experience managing service providers, contracts and SLA commitments.
• Strong leadership, crisis management and stakeholder engagement skills, with the ability to influence across teams and geographies without direct hierarchical authority.
• Fluent English; French strongly preferred. ITIL certification is an advantage.
• Additional assets: Luxury or fashion industry experience, previous experience establishing a Production Control Tower, and PMP certification.

Initial Objectives

• First Steps: Get to know the teams, partners and regional stakeholders, and establish clear ways of working and performance indicators.
• Building Consistency: Improve collaboration, streamline processes and strengthen service performance across teams and regions.
• Driving Improvement: Ensure stable operations during peak periods, introduce clear performance dashboards and bring the first AI use cases into production.

If you do not meet all the listed qualifications or have gaps in your experience, we still encourage you to apply. At Valtech, we recognize that talent comes in many forms, and we value diverse perspectives and a willingness to learn.

Commitment to reaching all kinds of people

We design experiences that work for all kinds of people - and that starts with our own teams. At Valtech, we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals. No matter your background, you belong here. Explore our Diversity & Inclusion site to see how we’re creating a more equitable Valtech for all.

The Benefits

This is a permanent position based in Paris/France.

Beyond a Competitive Compensation Package, We Offer

• Flexibility, with remote and hybrid work options (3 days at the client’s office)
• Career advancement, with international mobility and professional development programs
• Learning and development, with access to cutting-edge tools, training and industry experts

Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process.

About Valtech

Valtech is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world.

At the intersection of data, AI, creativity, and technology, we drive transformation for leading organizations, including L’Oréal, Mars, Audi, P&G, Volkswagen Dolby, and more.

At Valtech, we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate.

Are you ready to create what’s next? Join us.

As per the AGG (General Equal Treatment Act) in Germany and equivalent in France, jobs must be advertised in a gender-neutral manner. We use the statement (all genders) to make it clear that this position is open to all genders in these countries, even if the job title itself can be translated or interpreted as "masculine" in the French or German language.