IT Manager- Customer Engagement and Technology

IT Manager Customer Engagement Technologies

The IT Manager Customer Engagement Technologies is responsible for leading the management, optimization, and support of our Oracle Retail platforms, with a focus on the Customer Engagement and Promotions Engine platforms. This role will serve as a key bridge between IT, Marketing and Merchandising, ensuring that marketing technology solutions are reliable, integrated, and aligned with business objectives. This role will report to the Director or Senior Director in IT-Solution Delivery.

Essential Functions

• Own the day-to-day management, administration, and performance of the Oracle Retail Customer Engagement and Promotions Engine platforms.
• Lead a small team of IT professionals and/or contractors supporting marketing technologies.
• Build strong partnerships across Merchandising, Marketing and other business units to understand and align on requirements and deliver technology solutions that drive customer engagement and promotional effectiveness.
• Provide oversight and support of all Enterprise Promotions configurations ensuring effective controls and stackability.
• Partner with Marketing, Merchandising and Customer Support for configuration and effective issuance of Loyalty Points, Entitlements and Awards.
• Oversee platform integrations with other enterprise systems (ERP, CRM, POS, Ecommerce).
• Manage vendor relationships with Oracle support partners and other technology providers, including SLAs and escalations.
• Ensure system availability, performance, and security, adhering to IT best practices and compliance requirements.
• Lead or support upgrades, enhancements, and implementation projects for marketing technology systems.
• Define and track KPIs for system health, usage, and ROI of marketing technologies.
• Act as subject matter expert on marketing systems, providing guidance and training to business stakeholders.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, or related field. Equivalent experience is considered.
• 58+ years of IT experience, with at least 3 years in a leadership or management role.
• Hands-on experience with Oracle Retail Customer Engagement and Promotions Engine (required).
• Knowledge of system integrations, APIs, and data workflows.
• Familiarity with cloud platforms, databases, and enterprise systems.
• Proven experience managing cross-functional IT initiatives.
• Strong communication and collaboration skills with both technical and non-technical stakeholders.
• Builds and maintains productive cross-functional relationships and vendor partnerships.
• Ability to manage multiple priorities and deliver results under tight timelines.

What Success Looks Like

• Reliable performance and uptime of Oracle Retail platforms.
• Smooth execution of marketing campaigns and promotions enabled by technology.
• Positive feedback from Marketing and business stakeholders on IT support and solutions.