Senior Manager - Innovations, Systems Improvement

Job Summary

The Senior Manager for Innovations & Systems Improvement leads the identification, design, and rollout of process improvement and systems enhancement initiatives that drive retail operational efficiency, automation, and store enablement. This role acts as the transformation lead within RCOE—ensuring that new tools, systems, and processes directly support store operations, customer service, and organizational productivity.

The role collaborates closely with Retail Operations, IT, Merchandising, Inventory, Customer Experience, and BI/Analytics to ensure seamless systems adoption, process integration, and sustainability of improvements. It also monitors post-implementation performance to validate benefits and drive continuous optimization.

Key Responsibilities:

Process Innovation & Operational Improvement

• Lead the identification, prioritization, and design of process optimization initiatives to improve store operations, efficiency, and scalability.

• Conduct end-to-end process reviews to identify bottlenecks, pain points, and opportunities for automation.

• Recommend solutions aligned with business needs, organizational capacity, and operational realities.

System Integration & Enablement

• Collaborate with IT and cross-functional teams to ensure systems enhancements and tools (existing and new) are aligned with retail operations requirements.

• Ensure that systems and tools support customer service, inventory flow, store execution, and reporting needs.

• Develop business requirements, process maps, and test scenarios for new systems or enhancements.

Rollout Management & Change Enablement

• Lead rollout planning, deployment, and adoption of new retail systems, tools, and improved processes.

• Coordinate pilot stores, manage testing, gather feedback, and refine rollout plans.

• Ensure clear communication, documentation, and training materials for store teams and Area Managers.

• Partner with HR and Operations on change management to ensure successful adoption.

Post-Implementation Tracking & Insights

• Track performance indicators, user feedback, and benefits realization post-implementation.

• Conduct health checks, audit adoption levels, and ensure sustainability of process and system improvements.

• Recommend enhancements and adjustments based on data-driven insights.

Documentation, Governance & Standards

• Maintain updated SOPs, process documentation, workflows, and guidelines related to new tools and processes.

• Establish governance and evaluation frameworks for ongoing process improvement.

• Ensure alignment across RCOE departments to maintain consistency in processes and systems.

Cross-Functional Collaboration & Stakeholder Management

• Partner with Operations, IT, Merchandising, Inventory, CX, and BI for project alignment and integrated execution.

• Act as the bridge between business users and technical teams, ensuring clear understanding of requirements and expectations.

• Present project updates, risks, and recommendations to the Head of RCOE.

Team Leadership & Capability Building

• Lead, coach, and develop the Innovations & Systems Improvement team.

• Build a strong culture of innovation, continuous improvement, and disciplined project execution.

Qualifications:

• Bachelor’s degree in Industrial Engineering, Business Management, Information Systems, or related field.

• 7–10 years of experience in process improvement, systems implementation, retail operations optimization, or business analysis.

• Strong background in process mapping, project management, and technology adoption.

• Experience managing cross-functional projects and driving transformation in a multi-branch retail environment is an advantage.

• Excellent analytical, facilitation, and stakeholder management skills.

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