Program Manager – Retail & Consumer Services

Job details

Key Responsibilities

Lead end-to-end delivery of multiple retail/consumer services programs such as supply chain, point of sale, eCommerce, loyalty, rewards, RPA & AI
Define program roadmap aligned with client’s business priorities
Ensure delivery excellence across timelines, scope, and quality and compliance relevant to the South African market
Drive governance through structured program reviews, dashboards, and executive reporting
Domain focused delivery
Identify AI use cases and drive proactive proposals for AI native and AI infused opportunities

Act as a trusted advisor to client leadership teams such as client service managers, IT/ Business heads and CXOs
Manage relationships with key customer stakeholders & internal service line leaders
Lead executive-level discussions, steering committees, and quarterly business reviews (QBRs)
Ensure high customer satisfaction and drive account growth opportunities

Lead distributed teams across onshore (South Africa), offshore & remote locations
Ensure optimal resource utilization and capability alignment
Mentor project managers, delivery leads, and functional teams
Build domain capability within teams for retail and consumer services

Identify and mitigate program risks, especially those related to delivery operations, compliance & customer
Ensure adherence to client governance frameworks and regional guidelines
Maintain robust program documentation and audit readiness

Drive digital transformation programs using cloud, data analytics, and AI-led solutions
Identify automation and optimization opportunities across the retail value chain
Bring industry best practices and innovation to improve business outcomes