Principal Program Manager -Retail Industry Expert - Commerce & Omni Channel Domain

Capgemini is a global business and technology transformation partner, and they are seeking an Executive-Level Program Manager with deep experience in the retail industry. This role leads multi workstream programs aimed at increasing operational efficiency, improving customer experience, and modernizing technology investments in large-scale retail environments.

Responsibilities:

• Lead large contracts or major segments of complex engagements for internal or external retail clients
• Translate complex business requirements into actionable program plans, formal agreements, and accepted solutions
• Manage the full program lifecycle from initial intake and requirements through planning, execution, and final delivery
• Oversee cross functional contributors to ensure work is completed on time, within scope, and at expected quality
• Provide clear visibility into program progress, risks, decisions, and overall delivery performance
• Apply strong business acumen across labor planning, cost controls, margin protection, operational budgeting, and ROI modeling
• Lead programs that improve customer throughput, order consistency, and store level guest satisfaction
• Drive alignment with operations teams to ensure adoption, training, and sustainment across stores
• Lead multi phase initiatives focused on operational excellence, digital transformation, customer journey modernization, and P and L improvement
• Translate strategic business objectives into structured program plans tailored to retail service environments
• Manage cross functional teams spanning operations, IT, marketing, supply chain, store design, and franchise or licensed partners
• Drive efficiency improvements across high volume store operations using proven retail best practices
• Lead modernization initiatives across POS, mobile ordering, digital menu boards, loyalty systems, and store workflow tools
• Support store strategy, operational audits, new unit development, remodels, and market expansion
• Champion customer experience enhancements through improved order flow, pickup design, digital engagement, and service models
• Track KPIs including sales lift, labor efficiency, digital adoption, operational uptime, product availability, and customer satisfaction
• Build business cases and financial models for investment decisions, value engineering, and margin optimization
• Integrate digital commerce including ecommerce, mobile ordering, rewards apps, and third party marketplaces with in store operations and POS systems
• Ensure consistency in ordering, loyalty, payments, promotions, and product availability across all channels
• Improve end to end customer journeys for order ahead, pickup, delivery, in store service, and loyalty engagement
• Support technology and process improvements that reduce friction between digital demand and store execution

Requirements:

• Bachelors Degree
• 18 + years of program or project management experience with significant Retail or Consumer operations expertise
• Deep understanding of both digital and physical retail commerce including ecommerce platforms, mobile apps, loyalty systems, POS systems, membership programs, curbside pickup, and in store pickup processes
• Strong omni channel expertise integrating digital and store touchpoints across fulfillment, service, returns, loyalty, and customer experience
• Proven success leading large scale, cross functional initiatives involving technology, store operations, marketing, customer experience, supply chain, or partner teams
• Strong analytical and data driven leadership including KPI design, dashboards, reporting structures, and performance analysis
• Excellent communication, stakeholder engagement, and change leadership skills across complex, high volume, multi-site environments
• Experience working with digital ordering platforms, retail automation tools, POS and checkout technology, loyalty programs, and enterprise commerce systems