Program Manager – Retail & Consumer Services
About the role
Key Responsibilities
Program Leadership & Delivery
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
Client & Stakeholder Management
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
Financial & Commercial Management
Own program P&L, including revenue, margin (GC), and cost management
Drive forecasting, billing, and financial governance
Identify opportunities for upsell, cross-sell, and contract expansion
Manage change requests and ensure adherence to contractual terms
Resource & Team Management
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
Risk, Governance & Compliance
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
Innovation & Transformation
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
Skills & Competencies
Strong understanding of retail and consumer services domain
Proven experience in client-facing roles with senior stakeholder management
Strong financial management (revenue, margin, forecasting)
Expertise in program governance, risk management, and delivery frameworks
Excellent communication and executive presentation skills
Ability to work across geographies and manage cultural nuances
Questions about this role
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