IT Manager ( Retail background)

IT MANAGER 1. Job Purpose Responsible for building, operating, and optimizing the company’s IT systems to support retail operations. Ensure systems are stable, secure, and continuously available, enabling efficient business operations, data management, store expansion, and enhanced customer experience. 2. KeyResponsibilities 2.1. Retail Systems Operation Manage and operate key systems: POS, ERP / Inventory Management, CRM / Loyalty Ensure system stability, accuracy, and continuous availability across stores and head office Troubleshoot and resolve IT issues in a timely manner, meeting defined SLA requirements 2.2. Store Expansion & Setup Deploy IT systems for new stores, including POS, network infrastructure, hardware, and user access Develop and standardize IT checklists and SOPs for store opening and operations Collaborate with cross-functional teams (Operations, Finance, Accounting) and external vendors during expansion 2.3. Infrastructure & Security Management Manage IT infrastructure: servers, networks, cloud systems, and store devices Ensure system security, access control, and data protection, especially for customer and transaction data Implement data backup strategies and risk mitigation plans to prevent system downtime 2.4. Data & Reporting Support data extraction from POS / ERP systems for sales, inventory, and financial reporting Work with Finance, Merchandising, and Retail teams to standardize data and reporting structures Participate in the implementation of BI tools and dashboards when required 2.5. User Support & traning Provide IT support for internal users (Head Office and Stores) Deliver basic training for store staff on POS systems and IT tools Develop user guides, documentation, and IT procedures 3. KeyPerformance Indicators (KPIs) POS transaction error rate: ≤ 0.5% Report automation rate: ≥ 60% – 80% System uptime (POS / ERP / CRM): ≥ 99% Data error rate: ≤ 1% SLA compliance rate (support requests): ≥ 90% Ensure system implementations and digitalization projects are delivered on time and within budget Requirements 4. Job Requirements 4.1. Education Bachelor’s degree in Information Technology or a related field Professional certifications such as CCNA, CISSP are preferred 4.2. Experience Minimum 10 years of experience in IT system administration At least 3 years in a similar managerial role (IT Manager / IT Lead) Proven experience in implementing and managing ERP and CRM systems in a retail / chain store environment 4.3. Skills Strong analytical and problem-solving skills Excellent organizational and multitasking abilities Ability to work effectively in a fast-paced and dynamic environment Strong communication and cross-functional collaboration skills