Retail Tech Support Manager

Retail Tech Support Manager

Department: Operations

Employment Type: Permanent - Full Time

Location: Head Office, Chelsea House

Reporting To: Tonino Greco

This role is the pinnacle of Retail Support, covering both project and support for the River Island Retail environment. It is a highly technical, hands‑on role, focused on ensuring our retail systems and support are of the highest calibre.

Reporting into the Head of Cloud and Operations, you will manage the Retail Support and Store Platform teams to ensure optimal support for all retail and store‑focused applications and hardware within River Island. You will ensure that they are efficient, reliable, and aligned with business objectives to enhance operational performance and customer experience. This role works closely with Retail Portfolio to ensure we create the best customer and colleague experience in the retail space.

• Ensure the Retail systems are online, monitored, and maintained
• Review, refine, edit and continually improve all support and delivery processes – working closely with Practice Lead:
  Operations
• Monitor system performance and troubleshoot issues to minimise downtime and service disruptions. Ensure RI Tech standards are maintained
• Be a point of contact for escalations and own high impacting incidents and problems.
• Manage, plan and monitor BAU and project work to ensure all tasks are completed to a high standard and within expectation – ensuring standard approaches are used
• Ensure teams are managed to be performant, engaged, and mentored
• Work closely with Retail portfolio is delivering their project/initiative needs

• Develop and implement technology strategies to improve retail support and customer experience
• Evaluate emerging retail technologies and recommend solutions that align with business needs
• Collaborate with stakeholders to define system requirements and optimise workflows
• Lead system rollouts and support technology adoption across retail locations

• Ensure data integrity and security across all retail systems
• Monitor compliance with data protection regulations and company policies
• Implement backup and disaster recovery procedures to prevent data loss
• Provide reporting and analytics support to drive business insights

• Coordinate with vendors and IT teams to implement system updates, upgrades and patches. Working with River Island Vendor Management team
• Manage relationships with technology vendors and service providers
• Help negotiate contracts and service agreements for retail technology solutions
• Engage with internal teams to align system capabilities with business goals

• 5+ years of experience in retail IT systems management or a similar role
• Previous experience of agile working, managing a large team in an IT support role within a high‑pressured environment
• Previous experience of working with AWS infrastructure
• Excellent knowledge of Microsoft and Linux software
• Previous experience managing store hardware, including Windows Laptops, Samsung Mobile Devices, POS & SCO hardware, iPads and other iOS devices
• Previous experience using device management solutions, e.g.: SOTI Mobi Control, Intune, LANDesk
• Strong knowledge of POS systems and experience managing 3rd party POS solution partners
• Experience with system integrations and API management
• Excellent problem‑solving and troubleshooting skills
• Strong project management and leadership capabilities
• Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing
• Understanding of cybersecurity best practices in retail technology
• Ability to work in a fast‑paced, multi‑location retail environment
• Familiarity with SQL, scripting and database management

• Generous 50% staff discount
• Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust
• A free onsite gym, subsidised restaurant & café and various social events throughout the year
• Support for diverse family setups including maternity, paternity, adoption & fertility…