Program Manager – Retail & Consumer Services

Key Responsibilities

1. Program Leadership & Delivery

• Lead end-to-end delivery of multiple retail/consumer services programs such as supply chain, point of sale, eCommerce, loyalty, rewards, RPA & AI

• Define program roadmap aligned with client’s business priorities

• Ensure delivery excellence across timelines, scope, and quality and compliance relevant to the South African market

• Drive governance through structured program reviews, dashboards, and executive reporting

• Domain focused delivery

• Identify AI use cases and drive proactive proposals for AI native and AI infused opportunities

1. Client & Stakeholder Management

• Act as a trusted advisor to client leadership teams such as client service managers, IT/ Business heads and CXOs

• Manage relationships with key customer stakeholders & internal service line leaders

• Lead executive-level discussions, steering committees, and quarterly business reviews (QBRs)

• Ensure high customer satisfaction and drive account growth opportunities

1. Financial & Commercial Management

• Own program P&L, including revenue, margin (GC), and cost management

• Drive forecasting, billing, and financial governance

• Identify opportunities for upsell, cross-sell, and contract expansion

• Manage change requests and ensure adherence to contractual terms

1. Resource & Team Management

• Lead distributed teams across onshore (South Africa), offshore & remote locations

• Ensure optimal resource utilization and capability alignment

• Mentor project managers, delivery leads, and functional teams

• Build domain capability within teams for retail and consumer services

1. Risk, Governance & Compliance

• Identify and mitigate program risks, especially those related to delivery operations, compliance & customer

• Ensure adherence to client governance frameworks and regional guidelines

• Maintain robust program documentation and audit readiness

1. Innovation & Transformation

• Drive digital transformation programs using cloud, data analytics, and AI-led solutions

• Identify automation and optimization opportunities across the retail value chain

• Bring industry best practices and innovation to improve business outcomes

1. Skills & Competencies

• Strong understanding of retail and consumer services domain

• Proven experience in client-facing roles with senior stakeholder management

• Strong financial management (revenue, margin, forecasting)

• Expertise in program governance, risk management, and delivery frameworks

• Excellent communication and executive presentation skills

• Ability to work across geographies and manage cultural nuances

1. Key Performance Indicators (KPIs)

• Program delivery (on-time, within budget, high quality)

• Client satisfaction and relationship growth

• Revenue, margin (GC), and contract expansion

• Innovation and transformation outcomes

• Resource utilization and team effectiveness

• Compliance and risk mitigation

1. Qualifications & Experience

• Bachelor/master’s degree in engineering/IT

• 12–15 years of experience with at least 3 years in program management

• Certifications such as PMP, PgMP, Agile, or SAFe preferred

• Experience with leading South African retailers (e.g., fashion, grocery, or omnichannel brands)

• Experience in retail / consumer services & exposure to POS, ERP (Oracle/SAP), supply chain, and digital commerce platforms

• Experience working in onsite-offshore delivery models