Retail Tech Support Manager

🕒 6 days ago

🏢🏡 London – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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River Island

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1952

🛒 Retail

👗 Fashion

Retail • Fashion

River Island is a renowned fashion brand that has been a staple on the UK high street for over 70 years. Family-owned since its founding in 1948, the company operates 242 stores across the UK and Ireland and serves more than 300 million customers globally. River Island is committed to sustainability and innovation, aligning with the United Nations Sustainable Development Goals to ensure their fashion contributes positively to society. They offer a vibrant and inclusive work culture, emphasizing diversity, employee wellbeing, and opportunities for professional growth within their extensive team of 7,000 individuals. The company continues to evolve by integrating innovative technologies in retail and maintaining strong customer connections both in-store and online.

📋 Description

• Ensure the Retail systems are online, monitored, and maintained • Review, refine, edit and continually improve all support and delivery processes – working closely with Practice Lead: Operations • Monitor system performance and troubleshoot issues to minimize downtime and service disruptions. Ensure RI Tech standards are maintained • Be a point of contact for escalations and own high impacting incidents and problems. • Manage, plan and monitor BAU and project work to ensure all tasks are completed to a high standard and within expectation – ensuring standard approaches are used • Ensure teams are managed to be performant, engaged, and mentored • Work closely with Retail portfolio is delivering their project/initiative needs • Develop and implement technology strategies to improve retail support and customer experience • Evaluate emerging retail technologies and recommend solutions that align with business needs. • Collaborate with stakeholders to define system requirements and optimize workflows. • Lead system rollouts and support technology adoption across retail locations. • Ensure data integrity and security across all retail systems. • Monitor compliance with data protection regulations and company policies. • Implement backup and disaster recovery procedures to prevent data loss. • Provide reporting and analytics support to drive business insights. • Coordinate with vendors and IT teams to implement system updates, upgrades and patches. Working with River Island Vendor Management team • Manage relationships with technology vendors and service providers • Help negotiate contracts and service agreements for retail technology solutions. • Engage with internal teams to align system capabilities with business goals.

🎯 Requirements

• 5+ years of experience in retail IT systems management or a similar role. • Previous experience of agile working, managing a large team in an IT support role within a high-pressured environment. • Previous experience of working with AWS infrastructure. • Excellent knowledge of Microsoft and Linux software. • Previous experience managing store hardware, including Windows Laptops, Samsung Mobile Devices, POS & SCO hardware, iPads and other iOS devices. • Previous experience using device management solutions, such e.g.: SOTI MobiControl, Intune, LANDesk. • Strong knowledge of POS systems and experience managing 3rd party POS solution partners. • Experience with system integrations and API management. • Excellent problem-solving and troubleshooting skills. • Strong project management and leadership capabilities. • Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing. • Understanding of cybersecurity best practices in retail technology. • Ability to work in a fast-paced, multi-location retail environment. • Familiarity with SQL, scripting and database management.

🏖️ Benefits

• Generous 50% staff discount so you can treat yourself to the latest products, and a bargain staff shop on site! • Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust. • A free onsite gym, subsidised restaurant & café to fill your needs. Various social events to socialise throughout the year. • Enhanced maternity, paternity, adoption & fertility treatment. • Flexible working, on top of payday and summer early finish Fridays. • Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding. • Support with upskilling through on the job training and qualifications. A succession plan if you want to progress. • A generous bonus scheme & private pension plan. • The choice to opt in for healthcare through our provider AXA. • 25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday twice a year for whatever the need!