Overview

Job Title: Senior Manager, Retail Systems EMEA

Location: London

Department: IT Operations and Infrastructure

Reports To: VP, Global IT Operations and Infrastructure

Michael Kors is seeking an experienced professional to lead strategy, design, implementation, and support of all store systems technology in EMEA, including fixed POS workstations, mobile devices, Windows workstations, and other retail store technology as required. The ideal candidate will bring a blend of technical expertise, leadership, and an understanding of the fashion retail environment.

Responsibilities

• Lead and manage the IT POS support team responsible for all EMEA retail store locations.
• Ensure availability and performance of store technology, including POS, payment devices, mobile devices, and printers.
• Act as the primary escalation point for store IT issues, ensuring timely resolution and minimal disruption to store operations.
• Collaborate with Retail Operations, IT Infrastructure, and application teams to support omnichannel initiatives.
• Responsible for POS Product Lifecycle & Project Portfolio Management, including payment technologies for EMEA.
• Lead and manage IT activities for store projects such as new store openings, renovations and remodels, and coordination and execution of deployments of all new technology in stores.
• Ensure all relevant retail systems stay compliant with dynamic fiscal and other legal compliance requirements.
• Build teams and partnerships with key business stakeholders and vendors to align technical project requirements and design with business needs.
• Create and present project budgets to key business stakeholders and management.
• Coordinate project activities for all internal IT and vendor partners; manage deliverables schedule and serve as primary contact for business, IT, PMO, finance and vendor partners with regular status updates.
• Maintain and update documentation for store systems, processes, and troubleshooting procedures.
• Monitor system performance and proactively identify areas for improvement.
• Manage vendor relationships for hardware, software, and managed services.
• Ensure cybersecurity and data privacy standards across all store systems.
• Provide regular reporting on support metrics, incident trends, and project updates to IT leadership.
• Follow Change Management procedures on all deployments.
• Plan and manage internal and external resources to ensure project deliverables are achieved.
• Achieve budget and timeline goals, mitigate risks, and manage stakeholder expectations; conduct due diligence and follow guiding principles.
• Provide line management and leadership of the Level 2 Retail Helpdesk team, including recruitment, motivation, training, and retention of staff.
• Manage Level 2 Helpdesk activities, ticket/incident management, SLA achievement, and escalations to 3rd party providers.
• Identify opportunities to improve store experience by partnering with internal and vendor teams to resolve recurring issues.
• Develop knowledge articles for Level 1 team to improve first-call resolution.
• Partner with business teams in support of Store Operations, Loss Prevention, Tax and Finance.
• Partner with infrastructure and security teams for updates/enhancements including design, testing and deployment.
• Lead software and hardware evaluations to support business requirements.
• Directly manage 3rd party vendor relationships in support of store projects and ongoing activities; collaborate with Procurement on contracts.
• Manage and track store technology inventory.
• Own assigned processes from concept to implementation and evolve them over time.
• Benchmark retail industry trends to enhance in-store technology experience.
• Identify and recommend innovative solutions to streamline processes, reduce cost, and improve in-store experience.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of IT support experience, with at least 4 years in a leadership role within retail.
• 4+ years of experience supporting Aptos STORE 6 POS solutions.
• 4+ years of people management experience and managing vendor partners in complex retail deployments.
• Strong understanding of retail POS systems, mobile device management, infrastructure and store networking.
• Excellent leadership, communication, and organizational skills.
• Ability to thrive in a fast-paced environment with a customer experience focus.
• Willingness to travel to store locations as needed.
• Experience supporting RFID, mobile devices, and clienteling apps.
• Understanding of in-store store systems, POS, mobile retail solutions, payment device management, inventory tools, and networking concepts; capable of leading related projects.
• Successful track record of implementing complex Store Systems solutions in retail.
• Hands-on approach with ability to contribute while leading a team.
• Strong information gathering, efficiency in fast-paced settings, and results orientation.
• Ability to present and lead discovery sessions with business teams and vendors.
• Facilitation and influencing skills to manage expectations, remove obstacles, and mitigate risks.
• Proficiency with MS Office; familiarity with Windows and iOS, device management.
• Experience with Landesk or similar remote deployment/support tools; budget planning experience.
• Strong written and verbal communication and presentation skills.

Preferred Skills

• Knowledge of Aptos Product Suite (Aptos CRM, Sales Audit, Aptos One).
• Self-starter with ability to multitask in a fast-paced, high-volume environment.
• Analytical thinking with solution-oriented mindset.
• Strong written and verbal communication; excellent organizational skills.
• Familiarity with omnichannel retail strategies and technologies.
• Experience with ITIL or other service management frameworks.
• Project management methodologies.
• Knowledge of fashion retail operations and seasonal implications.

Benefits and Culture

• Purpose-driven workplace with opportunities to grow, flexible benefits, and a culture built on inclusion, impact, and recognition.
• Clear progression paths, leadership opportunities, and mentorship programs.
• Work-life balance and flexible work options with generous time-off policies.
• Diversity, Equity & Inclusion: Inclusive culture recognized by Forbes as a Best Employer for Diversity.
• Discounts on premium products and luxury brands.
• Impact and social responsibility: volunteer days and sustainability programs.
• Pension contribution, season ticket loans, enhanced maternity and paternity pay, private health and dental.

Equal Opportunity

We are an Equal Opportunity Employer M/D/F/V. Capri is committed to inclusivity regardless of age, sex, sexual orientation, gender identity, race, religion, disability, or any other protected basis.

We are an equal opportunity employer committed to inclusivity.