NOW HIRING: RETAIL SOLUTIONS MANAGER

Foundation Technologies is a leading IT solutions provider dedicated to delivering technology services and solutions to businesses of all sizes. With a strong commitment to customer satisfaction and technical excellence, we have established ourselves as a trusted partner in our industry.

JOB SUMMARY

As the Retail Solutions Manager, you will be responsible for overseeing and managing client relationships through our Retail Account Coordinators, our service delivery teams, and solutions consultants. You will play a pivotal role in maintaining the company’s reputation for exceptional customer service, technical expertise, and timely problem resolution for our franchisees, franchisors and other retailers. Other duties may be assigned.

RESPONSIBILITIES

Client Relationship Management (40%):

  • Develop and maintain strong relationships with key clients to understand their unique IT needs and requirements.
  • Serve as the primary point of contact for clients, addressing their concerns, inquiries, and feedback in a professional and timely manner.
  • Proactively identify opportunities to enhance client satisfaction and loyalty through effective communication and service delivery.

Team Leadership (15%):

  • Lead, mentor, and manage a team of Account Coordinators fostering a positive and productive work environment.
  • Set clear performance expectations and objectives for team members, providing regular feedback and conducting performance evaluations.
  • Encourage continuous professional development and skills enhancement among team members.
  • Be responsible for the teams independent budget, and goals

Service Delivery (30%):

  • Collaborate with clients and internal teams to develop and implement service plans tailored to meet clients’ specific IT needs.
  • Oversee the execution of client projects, ensuring they are delivered on time, within budget, and meet quality standards.
  • Monitor service delivery metrics and performance indicators, taking corrective actions as needed to achieve service level agreements (SLAs).

Technical Expertise (5%):

  • Stay abreast of the latest retail IT industry trends, technologies, and best practices to provide valuable insights and recommendations to clients.
  • Support the team in complex technical problem-solving, providing guidance and expertise as necessary.

Process Improvement (10%):

  • Continuously evaluate and improve remote service delivery processes to optimize efficiency and enhance customer satisfaction.
  • Identify areas for improvement and propose innovative solutions to enhance overall service quality.
  • Collaborate with the Managing Director to find new products or offerings that may align with the needs of our enterprise customers.

QUALIFICATIONS

  • Proven experience (minimum 10 years) in managing client relationships and leading teams in the IT industry.
  • Strong technical background with expertise in various IT systems, infrastructure, and networking.
  • Excellent communication and interpersonal skills with the ability to build rapport with clients and team members.
  • Strong problem-solving and decision-making capabilities, especially in high-pressure situations.
  • Demonstrated ability to prioritize tasks, manage time effectively, and meet deadlines.
  • Leadership qualities with a focus on teamwork, collaboration, and employee development.

Reporting to: Managing Director

Direct reports: Retail Account Coordinators, potentially Retail Account Managers, Retail Solutions Advisors

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Foundation Technologies, LLC provides equal employment opportunities to all employees and applicants for employment in accordance with all applicable laws, directives, and regulations of federal, state, and local governing bodies or agencies. Our organization will not discriminate against or harass any employee based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, familial status, veteran status, sexual orientation, gender identity, genetic information, status regarding public assistance, membership or activity in a local human rights commission activity, or any other characteristic protected by applicable federal, state, or local laws. Foundation Technologies, LLC will take affirmative steps to ensure that all our employment practices are free of discrimination. Such employment practices include, but are not limited to, the following: hiring, promotion, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. We will provide reasonable accommodation to applicants and employees with disabilities whenever possible. In addition, all employees are expected to perform their essential functions in a manner that supports equal employment opportunities.

Any employee or applicant for employment who believes they have been treated in a way that violates this policy should contact Human Resources. Human Resources will take immediate action to investigate and address allegations of discrimination or harassment confidentially and promptly.