Job Title: Applications Manager

Reports To: Head of Technology

Employment Type: Full-time

Location: Central Singapore, Onsite

II. Job Purpose

The Applications Manager is responsible for leading and managing the CRM and Retail ERP application landscape within a 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 customer‑engagement requirements into reliable, scalable, and secure application solutions. The position is central to enabling high‑touch client engagement, operational excellence, and premium service standards across boutiques, digital channels, and headquarters functions.

III. Key Responsibilities

1. Leadership & Team Management

Lead, mentor, and develop a team of CRM and Retail ERP application specialists, fostering a high‑performance and customer‑centric culture
Define and evolve team structures to support both day‑to‑day application operations and 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

2. 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

3. 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 high‑touch and personalized engagement
Ensure a unified, accurate, and compliant 360° view of the customer across all touchpoints

4. Retail ERP Responsibilities

Support and enhance core retail ERP processes, including inventory management, procurement, allocation, warehousing, and financial flows
Drive improvements in store and back‑office efficiency through automation, system enhancements, and streamlined workflows
Lead ERP enhancement and upgrade cycles, including planning, testing, deployment, and post‑implementation stabilization
Maintain high standards of data accuracy, integrity, and consistency across master and transactional data

5. Project, Change & Transformation Delivery

Lead the delivery of application enhancements, upgrades, and digital transformation initiatives
Develop mid‑ to long‑term (5–10 year) application roadmaps aligned with business growth and digital strategy
Align release schedules with retail calendars and operational priorities
Ensure robust testing, training, and change‑management processes to drive adoption and value realization
Apply Agile, hybrid, or waterfall delivery methodologies based on project needs

6. 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 role‑based access controls, audit trails, and segregation‑of‑duties principles
Collaborate with IT security, risk, and compliance teams to safeguard customer and business data

7. 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

IV. Key Performance Indicators (KPIs)

System uptime ≥ 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
On‑time and within‑budget delivery of application projects
Integration reliability and data latency performance
Business stakeholder satisfaction (CSAT ≥ 85–90%)
Compliance with data governance standards and zero critical audit findings
IT budget adherence and cost optimization outcomes

V. Key Requirements

Experience & Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related discipline
8–10+ years of experience managing enterprise applications within retail, luxury, or consumer‑focused environments
Strong experience with CRM platforms (e.g. Salesforce, Microsoft Dynamics or similar)
Proven experience managing Retail ERP systems supporting end‑to‑end retail operations
Exposure to POS, e‑commerce, and omnichannel systems
Demonstrated leadership experience managing cross‑functional or regional teams
Strong working knowledge of ITIL processes and service management

Technical Skills

Enterprise application integration experience (APIs, middleware, iPaaS platforms)
Familiarity with cloud environments (AWS, Azure)
Understanding of application monitoring, performance optimization, and release management
Knowledge of data governance, security, and access management best practices
Exposure to retail analytics, reporting, and business intelligence tools

Behavioural & Soft Skills

Strong stakeholder management and relationship‑building capabilities
Customer‑centric mindset with a passion for premium service and experience excellence
Strategic thinker with the ability to execute hands‑on when required
Excellent communication and influencing skills across technical and business audiences
Ability to thrive in a fast‑paced, retail‑driven, and transformation‑intensive environment

VI. 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

Applications Manager (Retail, CRM)