Omnichannel Specialist

Responsibilities

• Act as the primary Business Relationship Manager for Marketing, Sales, Digital, Retail, and Media stakeholders across APAC.
• Partner with business teams to understand operational challenges, identify opportunities, and support digital transformation initiatives.
• Analyze current business processes and recommend improvements to increase efficiency, scalability, and user experience.
• Lead business requirements gathering workshops and translate requirements into functional specifications and user stories.
• Manage end-to-end project delivery, from discovery and solution design through implementation, user training, go-live, and hypercare support.
• Coordinate with regional and global IT teams to ensure successful delivery of digital and retail solutions.
• Serve as the key liaison between business stakeholders and technical teams for solution design, enhancements, and support.
• Collaborate with Travel Retail teams across APAC, EMEA, and the Americas to share best practices and ensure alignment on global initiatives.
• Drive project governance, risk management, stakeholder communication, and status reporting.
• Ensure all applications and solutions comply with Secure-by-Design principles and corporate security standards.
• Manage incidents, service requests, and enhancement demands for existing business applications.
• Oversee application support activities and ensure timely issue resolution with internal teams and external vendors.
• Lead application audits, compliance reviews, and software license assessments.
• Identify opportunities to optimize existing processes, systems, and user adoption.
• Manage relationships with Global IT teams, support vendors, and business stakeholders to ensure service excellence.
• Monitor application performance and drive continuous improvements across the application landscape.

Profile

• 5+ years of experience in Digital, Retail, E-Commerce, CRM, or Omnichannel transformation projects.
• Proven experience delivering end-to-end technology or business transformation projects in Agile, Waterfall, or Hybrid environments.
• Strong understanding of Sales, Marketing, Digital, Retail, and Media business processes.
• Experience facilitating workshops, gathering business requirements, and translating business needs into functional solutions.
• Excellent stakeholder management, communication, and interpersonal skills, with the ability to engage senior business and IT leaders.
• Strong analytical, problem-solving, organizational, and time management skills.
• Experience creating business requirement documents, functional specifications, process documentation, and training materials.
• Ability to lead user training sessions and support organizational change and user adoption initiatives.
• Hands-on experience with one or more of the following technologies:
• Salesforce
• ServiceNow
• Anaplan
• Power BI
• SharePoint
• E-Commerce Platforms
• Web Applications
• Digital Marketing and Social Media Platforms
• Good understanding of API integrations, cloud-based solutions, interface management, and application architecture.
• Knowledge of SAP ECC, SAP BI, or SAP S/4HANA is an advantage.
• Understanding of Cybersecurity, IT governance, and application compliance principles.
• Experience with PIM (Product Information Management) and DAM (Digital Asset Management) solutions is an advantage.
• Experience working in Retail, Luxury, Consumer Goods, Beauty, or Travel Retail industries is preferred.
• Fluent English communication skills are required.