Lead Manager IT - Retail Operations & Marketing Technology

Ample Technologies; Bengaluru; On-site; INR 3,000,000 - 5,500,000; Full time

Job summary

Ample Technologies is seeking a senior leader to shape Retail IT strategy and oversee marketing technology initiatives. The role drives customer experiences through Salesforce Marketing Cloud, Loyalty Cloud, and Data Cloud while aligning with business growth.

You will manage retail systems, data quality, and governance, building a capable team for scalable growth. You will partner with Retail Operations, Marketing, and Customer Experience to translate requirements into technology solutions,

Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
• MBA or relevant management qualification preferred.
• Extensive IT leadership experience, including responsibility for retail IT environments.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Leadership

Stakeholder Management

Strategic Thinking

Customer Centricity

Education

Bachelor's degree in Engineering/CS/IT

MBA or management qualification preferred

Tools

Salesforce Marketing Cloud

Salesforce Loyalty Cloud

Salesforce Data Cloud

Power BI

Tableau

ERP Integrations

Job description

Role & 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.

Preferred candidate profile

Qualifications & Experience

Education

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

Experience

• 812 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

Success in the Role

Within 12 months, this individual should:

• Establish a stable and scalable Retail IT operating environment.
• Improve customer engagement through data‑driven marketing initiatives.
• Drive greater adoption and value realization from Salesforce Marketing Cloud, Loyalty Cloud, and Data Cloud.
• Build a high‑performing team capable of supporting Ample's retail growth strategy.
• Position technology as a strategic enabler of customer experience and revenue growth.