Senior Business Solution Manager

Job Purpose:

The Senior Business Solution Manager oversees project and portfolio governance across the Business Solutions scope, while primarily supporting Retail Tech applications such as POS, OMS, and other retail-facing platforms. The role leads the Business Solution Domain Team to ensure stable operations and achievement of team objectives. This position collaborates closely with APAC Tech and Korea Tech teams and provides leadership and strategic direction in managing project processes and resources both locally and globally.

As the primary manager for Business Solutions initiatives, this role is directly responsible for the delivery and operational support of Retail Tech applications and related projects, while providing overall team leadership, governance, and stakeholder alignment for Corporate Solutions systems. The role follows the CHANEL project management framework and methodology, including business case and feasibility studies, security guidelines and policies, RFP and bidding processes, reporting, risk management, budget and financial governance, and vendor management.

To successfully fulfill these responsibilities, a comprehensive understanding of ecosystem architectures is essential. The manager must identify ways to enhance retail experience in boutiques and counters and streamline back-of-house processes based on these architectures. It is important to understand the limitations and opportunities of existing and new retail IT infrastructures and business processes, align with the development of overall architecture, and provide leadership and insight regarding relevant mobile technologies.

As a team manager, the role actively supports stable operations of the Business Solution Domain Team and encourages individual growth and capability development of team members. Internally, the manager fosters collaboration and communication among team members; externally, builds trustful relationships with partners and key stakeholders to drive the continuous advancement of the Chanel tech transformation journey. Demonstrates people leadership through performance management, feedback, and providing opportunities for skill development, thereby cultivating a healthy organizational culture.

Additionally, the manager oversees demand, budget, resource, and schedule management by aligning business priorities with available internal and external resources. The manager is accountable for project success and for executing POC (proof of concept) initiatives within the area of responsibility.

Key Responsibilities:

Portfolio & Project Management

• Collaborate with business stakeholders to ensure expectations are in-line with project goals and objectives
• Hands on participation in SIT & UAT test cases development and verification with stakeholders
• Track the project's progress against the project plan and collectively adjust the project plan to ensure effective completion based on defined project success measures
• Report to sponsors and IT management the status of the project
• Drive issue resolution through issue and risk management. Escalate issues to the decision making body as appropriate

Business Solutions

• Be focal point of contact to Regional & Global counterparts to drive continuous evolution of online and offline projects. 
• Be responsible for such activities - requirement gathering, define customer journeys, coordination with agency and consultant, development assistance for local customization, end-user-testing coordination, and technical performance management.
• Collaborate with the business team to ensure business requirements are aligned and the end-results match the requirements.
• Coordinate the change management for the initiative amongst local IT (for systems) and business (for processes) in order to deliver the Omni channel experience for customer.

Technical Support

• Primarily supporting Retail Tech applications such as POS, OMS, and other retail-facing platforms
• Providing overall team leadership, governance, and stakeholder alignment for Corporate Solutions systems
• Local point of contact for IT technical support for all Asia & Global Program after go-live
• Coordinate with Regional IT & Vendors for issue troubleshooting

Vendor Management

• Monitor and ensure appropriate service levels from vendors are met
• Ensure deployment and delivery time frames are met
• Ensure vendor contract compliance

Budgetary and Performance

• Make recommendations for service improvement plans and ensure actions are followed through to completion to a timely manner
• Manage and monitor domain budget in Korea market as required
• Responsible on budgetary forecast for in country

People management

• Build and lead a high-performing team by attracting, developing, and retaining exceptional talent.
• Drive cross-functional alignment and influence key stakeholders to achieve strategic business objectives and KPIs.
• Cultivate a culture of accountability, collaboration, operational excellence, and continuous improvement.
• Provide strategic leadership, coaching, and mentorship to develop future leaders and strengthen organizational capability.
• Exercise sound judgment and decisive leadership in complex, fast-paced, and high-risk operational environments.
• Lead organizational change initiatives and foster agility through the adoption of new processes, technologies, and ways of working.

Personal Specifications:

Academic / Professional Qualifications:

• Undergraduate Degrees in Engineering, Computer Science, Information Technology or related field
• MBA/MA preferred
• ITIL V3  (Expert Preferred)
• PMP or Prince 2 certified

Working Experience:

• At least 10+ years hands on experience in Business systems with successful implementation references
• Experience in an international context and culture
• Working as a technical consultant for a recognized firm is a plus

Functional/Technical Expertise:

• Solid knowledge on IT Governance, IT Service management, Lifecycle management including Service Strategy, Service Design, Service Operation and continual service improvement
• Solid knowledge in IT Application flows inside retail domain
• Strong understanding of digital technologies and market trends
• Technical understanding of API & Microservice strategy of Salesforce, Oracle, SAP, AWS, MS Product Suites
• Technical understanding of Platforms strategy & Technical Architecture (Data, Enterprise Architecture, Applications etc.)
• Solid understanding of Information security

Required Competencies:

• Tech Savvy
• Strong Project management skills
• Enthusiastic and proven rapid learning capability
• Proven multi-tasking skills and desire to resolve problems with a positive ‘can-do’ attitude
• Confidence and flexibility to often work under significant pressure to deliver effective and high quality solutions and designs
• Excellent interpersonal skills and the ability to clearly articulate business needs/project issues as well as tactfully negotiate on project scope, time lines, and project team member responsibilities
• Ability to work independently and manage multiple priorities
• Strong time management and problem solving skills
• Proven success working with regional and global team
• Strong negotiation skills and the ability to get results through formal channels and informal networking
• Outstanding communicator at all levels of the organization 
• Excellent written and verbal communication skills, excellent presentation skills, very strong in one-on-one communications, small and large groups
• Possesses strong financial/business acumen and ability to directly correlate project tasks, associated estimates, actuals and overall project budget forecasting and maintenance
• Fluency in both Korean and English
• Advanced degree (Master’s, MBA) preferred

Key Interactions:

Internal

• Regional / Global TDS
• Divisional GMs, Corporate GMs

External

• Vendors & Consultants