Purpose & Overall Relevance for the Organization:

This position is responsible for the development and implementation of Digital Operations across Emerging Markets, specifically in Digital Services in retail operations, Point-of-Sale Systems, and Backend Operations.

The role requires fostering close and continuous cross-functional collaboration between key departments, including but not limited to Global Product Owners, IT, Retail/Back Office, and Supply Chain. The successful candidate will be expected to enhance operational efficiency by analyzing existing processes, identifying areas for improvement, developing optimized solutions, discovering new opportunities in collaboration with the global team and ensuring their seamless rollout to end-users.

Key Responsibilities:

• Ownership of systems and digital solutions related to Retail operations (Harmony app, aLP, TaxFee) Point-of-Sale systems and Payment integration programs, BackOffice, HeadOffice etc.
• Collaborate with the EM Retail management and Global product owner teams to ensure the effective implementation of EM priorities – with emphasis on Digital solution implementation.
• Cooperate cross-functionally with Store Operations. Hub Retail. Tech,  Merchandising, SCM, IT, Finance and Back Office functions in Hub and Cluster.
• Prepare and handle SIT and UAT stages in terms of project management and hardware management.
• Manage and drive the pilots for Digital solutions and then implement the developed key initiatives across the Market in consultation with business partners such as Retail Directors, District Managers etc.
• Organize and facilitate the required meetings to inform and motivate the organization for the assigned key initiative(s).
• Document the developed know-how related to the assigned key initiative(s) and make it easily available for the organization.
• Create learning content for involved teams and manage updates and improvements.
• Deliver training and related material to drive effective and efficient operations within the respective functions impacted by the solutions.
• Check and review all existing policies and standards (internal and external) and provide necessary updates on a regular basis according to new systems and tools.
• Prepare new guidelines for respective markets/districts based on Market EM requests.
• Manage the processes that identify and implement significant improvement opportunities to support digitalization and Back Office.
• Develop standards of performance, tools and services based on process innovation and best-in-class practices for Digitalization.
• Manage and coordinate the development and testing of new processes and procedures
• Ownership of system and digital solutions related to Omnichannel and Retail services, Point-of-Sale systems, BackOffice, HeadOffice etc.
• Work closely with Process Improvement FoH and Digital teams to create a holistic store ecosystem benefiting from reciprocal interaction between FoH and BoH operations, tools and services.
• Work with ongoing requests and demands for improvements and lead the process of fixing current issues.

Authorities:

• N.A.

Key Relationships:

• Retail & digital operations - HUB
• Retail Excellence - Clusters
• IT – global and regional
• SCM
• Business Solutions
• Store Development
• Merchandising
• Human Resources and Retail Training

Knowledge, Skills and Abilities:

• LCS/aLS/SSM/SAM apps knowledge and understanding coupled with project management skills
• Retail processes understanding (BOH operations)
• Influencing skills
• Ability to work effectively within a team environment and under pressure
• Strong analytical skills and an innovative thinker
• Good planning, communication and presentation skills, with the ability to work and deliver in changing environments
• Solid project management skills from initiation to closure
• Analytical mindset and an innovative thinker
• Advanced user of MS Office suite of products
• Fluent in English
• Additional languages are an advantage
• Geographically mobile

Requisite Education and Experience / Minimum Qualifications:

• University degree and/or commercial training in the area of Finance, Accounting, Economics, Marketing or Sales is preferred (or similar business experience)
• 2-4 years retail operations experience
• Digital tools/Checkout solutions knowledge and understanding are a must
• Minimum one-year project management experience