Job Description
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 role, hands on, and focussed on ensuring our retail systems and support is 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.
Key Responsibilities:
- 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 minimize 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
Retail Technology Strategy:
- 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 optimize workflows.
- Lead system rollouts and support technology adoption across retail locations.
Data Management and Security
- 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.
Vendor and Stakeholder Management
- 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.
Key Skills and Qualifications:
- 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, such e.g.: SOTI MobiControl, 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.
About Us
We’re a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions. This is what a career at River Island is like. And this is where yours starts.
This role is based at our Head Office in West London.
Check us out here on a map.What we can offer you:
💰 Generous 50% staff discount so you can treat yourself to the latest products, and a bargain staff shop on site!
🛒 Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust.
🎉 A free onsite gym, subsidised restaurant & café to fill you needs. Various social events to socialise throughout the year.
🤎 Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment. We also work closely with the Retail Trust to create dedicated support for all our Islanders!
💻 Flexible working, on top of payday and summer early finish Fridays.
💕 Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding.
🎓 Support with upskilling through on the job training and qualifications. A succession plan if you want to progress.
💰 A generous bonus scheme & private pension plan.
🩺 The choice to opt in for healthcare through our provider AXA.
☀️ 25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday twice a year for whatever the need!
Keeping You Safe
At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We will fulfil our obligation under the Prevent duty which seeks to stop extremism and extremist views from materialising in our business. We promote and encourage the belief in British Values- including democracy, the rule of law, individual liberty and mutual respect and tolerance of different faiths and beliefs. To find out more, please visit
www.gov.uk Our Island is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise. To find out more about this interview process, check out our hiring process below.
