Sr Manager - Customer Program

The Customer Program Sr Manager (CPM) plays a critical leadership role in enabling the successful deployment, adoption, and scaling of Digital Retail Solutions (DRS) with strategic customers. This position leads customer-centric programs that span opportunity qualification, solution development, deployment planning, integrations, operational readiness, implementation, stabilization, and transition to steady-state operations.

This role serves as the single accountable leader across highly matrixed teams, driving alignment, execution, and accountability across Product Development, Product Technology, Engineering, Architecture, Global IT, Operations, Commercial, Finance, Customer Experience, PTLs, and market organizations to deliver customer commitments.

The CPM serves as the single accountable leader for strategic customer deployments, providing end-to-end ownership across organizational boundaries while defining what must be true for successful customer execution, deployment readiness, customer adoption, and operational success across complex and strategically significant customer programs.

The ideal candidate combines strong program management expertise with customer-facing leadership experience and has a proven ability to influence without authority, drive accountability across functions, and lead complex customer deployments from concept through operational stabilization.

• Lead strategic customer deployments from opportunity qualification through deployment, stabilization, and operational handoff.
• Serve as the single accountable owner for strategic customer deployments, ensuring end-to-end ownership across participating functions and eliminating execution gaps between organizational handoffs.
• Lead and coordinate commercial, technical, and operational teams during solution design, proposal development, implementation planning, deployment, and stabilization activities to assess feasibility, implementation readiness, customer dependencies, operational impacts, and program risks.
• Maintain highly professional customer communications while ensuring internal transparency regarding program status, risks, decisions, dependencies, and required actions.
• Establish governance forums with customer stakeholders and internal leadership teams to drive alignment, accountability, and timely decision-making.
• Ensure customer expectations, commitments, requirements, assumptions, and success criteria are documented, aligned, and actively managed throughout the program lifecycle.

• Drive deployment readiness planning across Product Development, Product Technology, Engineering, Architecture, Operations, Logistics, Global IT, Finance, and country teams.
• Lead readiness reviews to ensure installation, integration, operational, training, support, logistics, and customer readiness requirements are met prior to deployment.
• Challenge and pressure-test deployment plans, implementation approaches, support models, and transition plans to proactively identify risks, bottlenecks, and execution gaps.
• Identify and resolve handoff failures, ownership ambiguities, and execution risks that could impact deployment success or customer commitments.
• Lead deployment, go-live, and stabilization activities to ensure successful customer adoption, operational transition, and fulfillment of customer commitments.

• Lead customer integration activities, technical dependencies, architecture reviews, data mapping activities, interface specifications, testing activities, and implementation planning.
• Ensure customer integration requirements, dependencies, responsibilities, and milestones are identified, aligned, and initiated early in the program lifecycle.
• Drive customer engagement and accountability for integration reviews, testing activities, and deliverables required to support successful deployment execution.
• Ensure customer requirements, assumptions, dependencies, constraints, and success criteria are documented, validated, approved, and managed throughout execution.
• Drive evaluation and resolution of scope changes and ensure impacts to schedule, readiness, customer commitments, and delivery objectives are properly assessed and communicated.

• Build and maintain integrated program plans that align teams, establish accountability, drive delivery against customer commitments, and provide leadership visibility into strategic deployment performance.
• Define and continuously improve customer deployment standards, governance practices, readiness requirements, and execution frameworks to improve consistency, scalability, and customer outcomes across strategic programs.
• Establish and maintain stage-gate governance and customer sign-off processes to ensure readiness criteria are met throughout the program lifecycle.
• Drive resolution of program risks, issues, dependencies, escalations, and change requests.
• Provide…