Manager, Retail IT Operations

Job Details

Title: Manager, Retail IT Operations

Job Purpose:

Ensuring the smooth design, deployment and operation of technology systems related to Retail (Sales & After Sales) Solutions, including RMS, Vehicle Services solutions, Diagnostics and Programing. Managing a Team and Leading the technology partners and or systems integrators in implementation and operations of the selected solutions

Key Accountabilities

• Accountable to Customer Experience (CX) Director IT for all IT deliverables related to the Retail IT Operations at Ceer. Customer Experience includes Sales, Aftersales, Service, and Marketing.
• Lead the implementation of IT systems supporting the Retail IT Operations serving the Customer Experience division. These IT systems include but are not limited to:
• Retail Management System (RMS/DMS) and the integration with all other Solutions
• Aftersales solutions for Vehicle Services.
• Automotive Content Management System
• Service Technical Portal including the Electronic Parts Catalog (EPC)
• Guided Diagnostics
• Vehicle Diagnostics and Programing
• Integration with SAP CX Suite including CRM (SAP Sales Cloud / SAP Service Cloud)
• Integration with the Contact/Call Center
• Integration with Ceer Mobile App
• All other Digital Services
• Supervision of operational IT support for retail locations.
• Working together with peers, ensure the optimal integration of the Customer Experience systems with related systems such as the ERP system.
• Participate in software upgrades, design, implementation, functional testing, and data validation of Ceer systems as required to ensure delivery of quality solutions that meet Ceer needs
• Support developing and future CX division initiatives as required to achieve Ceer’s objectives related to Customer Experience.
• Ability to align technology solutions with organizational goals.
• IT Staff Management: Recruit, train, and coach IT staff. Communicate job expectations and appraise their performance.

Qualifications, Experience, Skills & Competencies

Education:

• Bachelor of Science, in Information Technology, Computer Science or Related discipline

Skills & Competencies:

• Experience in Automotive Retail solutions (Dealership Management Systems / Retail Management Systems)
• Good exposure to Aftersales solutions (CMS, ePC, Technical Portal, Guided Diagnostics, Diagnostics and Programming)
• Prior experience with SAP systems is a plus.
• Able to interact effectively with all levels of management
• Team player and networking skills
• Strong analytical/problem solving skills
• Good Communication Skills in English and Arabic
• Strong preference for Saudi National.
• Training and Documentation skills.

Minimum Experience:

• 5 years of IT Management experience