IT Executive (Retail)

Introduction

• Job Purpose To lead the end-to-end technology strategy, delivery, and optimisation of all retail and customer-facing platforms, enabling omnichannel growth, superior customer experience, and digital revenue performance.
• The role is accountable for ensuring that technology directly drives revenue growth, customer engagement, and brand differentiation, positioning Clicks as a leader in omnichannel retail and pharmacy.

Job description

Job Objectives

• Define and execute the Retail and Omnichannel Technology Strategy, aligned to commercial growth, customer experience, and digital transformation priorities.
• Own and enable digital revenue growth, ensuring retail technology platforms directly support sales, basket size, and customer lifetime value.
• Be accountable for end-to-end customer journey technology performance across stores, e-commerce, mobile, loyalty, and pharmacy systems.
• Drive omnichannel integration, ensuring seamless and consistent customer experiences across all touchpoints.
• Lead the design and scaling of customer-centric platforms, including personalisation, loyalty, promotions, and digital engagement solutions.
• Partner with Commercial, Marketing, and Operations leadership to co-own customer and revenue outcomes enabled by technology.
• Drive innovation that delivers measurable commercial impact and customer value and differentiation through emerging technologies AI, personalisation, digital health, automation.
• Ensure high availability, resilience, performance and responsiveness of all customer-facing and store systems.
• Lead delivery of large-scale digital and retail transformation programmes, ensuring speed to market and measurable business value.
• Build and lead high-performing, product-aligned retail IT teams, embedding agile, product, and customer-centric ways of working.

Key Deliverables and Accountabilities

• Accountable for the contribution of Retail and Digital Technology to revenue growth, customer conversion, basket size, and customer lifetime value across all channels.
• Own enterprise prioritisation of retail technology initiatives, ensuring optimal trade-offs between commercial impact, customer experience, operational risk, and delivery capacity.
• Ensure stable, resilient, and high-performance in-store and customer-facing technology environments that enable uninterrupted retail operations, customer service excellence, and pharmacy execution.
• Accountable for the end-to-end technology experience of business stakeholders across Retail, ensuring high levels of responsiveness, service quality, communication clarity, and alignment to commercial and operational expectations

Job Related Knowledge

• Deep knowledge of retail and omnichannel ecosystems POS, e-commerce, loyalty, pharmacy systems
• Strong understanding of customer experience, digital journeys, and engagement platforms
• Strong prioritisation and trade-off decision-making capability in complex commercial environments
• Knowledge of API-driven architectures, system integration, and digital platforms
• Understanding of data-driven retail, personalisation, and customer analytics
• Knowledge of IT governance, security, and regulatory requirements in retail/pharmacy
• Experience with AI, recommendation engines, and personalisation platforms
• Knowledge of mobile-first and digital product ecosystems
• Exposure to cloud-native and scalable digital architectures

Job Related Skills

• Strong commercial acumen including revenue growth, margin optimisation, and cost management
• Proven experience owning or directly influencing revenue outcomes through digital or retail platforms
• Customer-centric thinking and customer experience leadership
• Strategic thinking with ability to translate into digital and technology execution
• Executive stakeholder management Commercial, Marketing, Operations, EXCO
• Product and platform leadership Agile, product operating models
• Delivery of large-scale, high-impact digital platforms
• Experience balancing speed to market with operational stability in high-volume retail environments
• Vendor and ecosystem management
• Innovation and experimentation mindset
• Data-driven decision-making and performance optimisation
• UX/UI and digital product awareness

Minimum requirements

Job Experience

• 12 years' experience in retail, digital, or omnichannel IT environments
• Proven track record leading large-scale customer-facing and digital platforms
• Demonstrated experience driving technology-enabled revenue growth and customer engagement
• Experience leading cross-functional product, engineering, and delivery teams
• Experience delivering complex digital transformation programmes
• Experience in pharmacy, healthcare retail, or regulated environments
• Exposure to loyalty ecosystems and high-volume transactional platforms

Education

• Honours degree or equivalent in Information Technology, Computer Science, or related field
• Postgraduate qualification MBA or equivalent
• Project management certification e.g., PMP, Agile

Job Related Competencies

• Working with People
• Leading and Supervising
• Applying Expertise and Technology
• Presenting and Communicating Information
• Analysing
• Delivering Results & Meeting Customer Expectations
• Adapting and Responding to Change
• Entrepreneurial and Commercial Thinking