ERP Transformation Manager - Retail Front of House

Description

About the Role

Project WAHED is the Qatar Airways Group's ERP transformation across the whole Group. It covers Retail, Hospitality, Finance, Supply Chain and HR across the Group's businesses.

We are seeking an ERP Transformation Manager – Retail to own the Retail Front of House discipline for Project WAHED. You will be the single accountable business owner for the store-facing retail platform: Oracle Retail Xstore Point of Sale, Xstore Office and XOCS, plus the related store technology estate. You will also own all Front of House data, testing and validation through to go-live and post-go-live support. You will help connect store and digital channels, including order orchestration with eCommerce, so customers get one consistent experience across every channel.

This is a delivery role.

Specific responsibilities for the role include:

1. Own the Retail Front of House solution end to end, from build to steady state. This covers Xstore Point of Sale, Xstore Office/XOCS, till hardware, peripherals, payment integration and related store technology.
2. Lead Front of House data migration across all conversion cycles: object ownership, cleansing, load validation, reconciliation and formal sign-off of converted data.
3. Own the Front of House test agenda across integration, user acceptance, security and operational testing. This includes scenario coverage, scripts, test data, oversight of test runs, defect triage and exit sign-off.
4. Write, review and challenge test scripts and validation approaches so that testing proves the stores can operate, not just that the system works.
5. Represent Front of House in design authority and change control forums, and explain the store operating model clearly to business, IT and delivery partner stakeholders.
6. Drive cutover and go-live readiness for stores. This includes till readiness, the rollback position, protecting day-one trading and the hypercare support model.
7. Plan and manage a high-volume point of sale rollout across a large, multi-site store estate, timing deployment around trading peaks and store operating constraints.
8. Support the omnichannel order flows between stores and eCommerce, such as click and collect, ship-from-store, store fulfilment and returns, working with Oracle Retail Order Orchestration Cloud Service / Order Broker Cloud Service (OROB).
9. Partner with Store Operations, Finance, IT, Loyalty, eCommerce and the systems integrator to close solution dependencies.
10. Lead change, training readiness and super-user enablement for the store population alongside the Change workstream.
11. Manage risks, issues and dependencies for the discipline, escalating with clear options and recommendations.
12. Perform other department duties related to the position as directed by the Head of the Department.

Qualification

About You — Qualifications, Experience & Skills

Essential

• Bachelor's Degree or equivalent with a minimum of 6 years of job-related experience
• Direct experience with Oracle Retail Xstore Point of Sale / Xstore Office / XOCS, or an equivalent enterprise point of sale platform
• 6+ years in retail store operations or retail technology, with direct ownership of point of sale and store back-office systems
• 5+ years in business transformation and ERP implementation
• Delivery through the full implementation lifecycle (data migration, testing, cutover, go-live and hypercare) in a live trading environment
• Hands-on test management experience: scenario design, script writing and review, test data, defect management and formal exit sign-off
• Experience managing multi-site rollouts at scale, including deployment sequencing, site readiness and post-deployment support
• Experience leading cross-functional process improvement projects
• Experience with process mapping and process flow analysis tools

Preferred (Good to Have)

• Experience with Oracle Retail Order Orchestration Cloud Service / Order Broker Cloud Service (OROB), or an equivalent distributed order management platform
• Omnichannel retail experience, such as click and collect, ship-from-store, endless aisle, cross-channel returns, and store-to-eCommerce inventory visibility and fulfilment
• Professional certifications in Oracle ERP or Oracle Retail
• 5+ years directly leading ERP implementations and rollouts
• Experience of travel retail, duty-free or airport retail operations
• Experience with project management or Agile delivery in a regulated environment
• Data and access governance experience, and experience implementing dashboards and KPI reporting

Job Specific Skills

• Exceptional written and verbal communication, with the ability to tailor clear, concise messages for every audience, from the store floor to executives
• Strong analytical and problem-solving skills
• Excellent project management skills
• Ability to work effectively across business, IT and systems integrator partners
• Comfortable working under pressure against fixed delivery milestones