Job Title

Applications Manager (Luxury Retail, CRM) Argyll Scott River Valley Full time 5d ago , from All The Top Bananas Singapore Job Purpose The Applications Manager is responsible for leading and managing the CRM and Retail ERP application landscape within a luxury retail environment, ensuring the delivery of exceptional customer experiences, robust retail operations, and scalable omnichannel capabilities. This role serves as a strategic bridge between business and technology, translating luxury retail and customerengagement requirements into reliable, scalable, and secure application solutions. The position is central to enabling hightouch client engagement, operational excellence, and premium service standards across boutiques, digital channels, and headquarters functions. Key Responsibilities Leadership & Team Management: Lead, mentor, and develop a team of CRM and Retail ERP application specialists, fostering a highperformance and customercentric culture. Define and evolve team structures to support project / transformation initiatives. Manage system integrators, vendors, and implementation partners, ensuring SLA compliance and service quality. Encourage continuous improvement, accountability, and strong collaboration across business and IT teams. Application Operations & Support: Ensure high availability, stability, and performance of CRM and Retail ERP platforms supporting omnichannel retail operations. Govern incident, problem, and change management processes in line with ITIL best practices. Drive root cause analysis, service quality improvements, and reduction of recurring incidents. Proactively minimize system disruptions during peak retail periods, campaigns, and major launches. CRM Strategy & Customer Enablement: Own and execute the CRM roadmap with emphasis on personalization, loyalty programs, clienteling, and customer lifecycle management. Partner closely with retail, CRM, and marketing teams to design and deliver differentiated customer journeys. Enable boutique teams with actionable customer insights to support hightouch and personalized engagement. Ensure a unified, accurate, and compliant 360 view of the customer across all touchpoints. Retail ERP Responsibilities: Support and enhance core retail ERP processes, including inventory management, procurement, allocation, warehousing, and financial flows. Drive improvements in store and backoffice efficiency through automation, system enhancements, and streamlined workflows. Lead ERP enhancement and upgrade cycles, including planning, testing, deployment, and postimplementation stabilization. Maintain high standards of data accuracy, integrity, and consistency across master and transactional data. Project, Change & Transformation Delivery: Lead the delivery of application enhancements, upgrades, and digital transformation initiatives. Develop midtolongterm (510 year) application roadmaps aligned with business growth and digital strategy. Align release schedules with retail calendars and operational priorities. Ensure robust testing, training, and changemanagement processes to drive adoption and value realization. Apply Agile, hybrid, or waterfall delivery methodologies based on project needs. Data Governance, Security & Compliance: Ensure strong data governance, accuracy, and integrity across CRM, ERP, and integrated systems. Enforce compliance with data privacy and regulatory requirements (e.g. PDPA, GDPR). Implement rolebased access controls, audit trails, and segregationofduties principles. Collaborate with IT security, risk, and compliance teams to safeguard customer and business data. Financial & Vendor Management: Manage application budgets, licensing, and total cost of ownership. Oversee vendor contracts, renewals, performance reviews, and commercial negotiations. Drive cost optimization initiatives while maintaining service quality and stability. Ensure clear ROI measurement for technology investments and transformation initiatives. Performance Metrics 99.9% incident resolution within SLA and reduction of recurring issues CRM adoption and active usage across boutiques and markets Customer engagement, loyalty, and retention metrics supported by CRM Inventory accuracy and order fulfillment efficiency via ERP Ontime and withinbudget delivery of application projects Integration reliability and data latency performance Business stakeholder satisfaction (CSAT 8590%) Compliance with data governance standards and zero critical audit findings IT budget adherence and cost optimization outcomes Key Requirements Education: Bachelors degree in Information Technology, Computer Science, or a related discipline. Experience: 810+ years of experience managing enterprise applications within retail, luxury, or consumerfocused environments. CRM platforms: Strong experience with Salesforce, Microsoft Dynamics or similar. Retail ERP systems: Proven experience managing retail ERP systems supporting endtoend retail operations. Technical knowledge: Exposure to POS, ecommerce, and omnichannel systems. Leadership: Demonstrated leadership experience managing crossfunctional or regional teams. Service management: Strong working knowledge of ITIL processes and service management. Enterprise integration: Enterprise application integration experience (APIs, middleware, iPaaS platforms). Cloud: Familiarity with cloud environments (AWS, Azure). Monitoring & Release: Understanding of application monitoring, performance optimization, and release management. Data security: Knowledge of data governance, security, and access management best practices. Analytics: Exposure to retail analytics, reporting, and business intelligence tools. Stakeholder Management: Strong stakeholder management and relationshipbuilding capabilities. Customercentric mindset: Passion for premium service and experience excellence. Strategic thinking: Ability to execute handson when required. Communication: Excellent communication and influencing skills across technical and business audiences. Adaptability: Ability to thrive in a fastpaced, retaildriven, and transformationintensive environment. Reporting & Working Relationships Reports directly to the Head of Digital Technology Services. Partners closely with boutiques, retail operations, marketing, supply chain, finance, vendors, and internal IT teams. Acts as a trusted technology partner enabling luxury retail performance and elevated customer experiences. #J-18808-Ljbffr