Director - Omnichannel Technology

INSPIRE | EXHILARATE | DELIGHT Chalhoub Group’s Capability Hub is our technology and innovation hub set up with the vision to unite exceptional talent to build technology and capabilities that elevate luxury experiences and define the future of luxury retail. For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally. Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What you'll be doing Partner with Dubai leadership to support the strategy, roadmap, and product lifecycle for the Omnichannel Technology domain, while taking full ownership to lead its delivery execution. Translate the agreed Omnichannel strategy and priorities into actionable delivery plans across customer experience platforms, digital commerce, logistics and supply chain, retail and stores technology, B2B, and cross-omni enablement. Manage resources, sequencing, dependencies, and delivery commitments to ensure resilient, high-performing technology that powers customer journeys and protects the revenue backbone across omnichannel and physical stores.

• Drive the technical delivery and optimization of customer experience and engagement platforms, including CRM and customer marketing (Salesforce Service and Marketing Cloud), loyalty platforms, contact-center technology (Genesys Cloud), and AdTech, delivering personalized customer journeys, rewards, and service experiences.
• Lead digital commerce: checkout flows, payment gateway integrations, and secure payments across brand delivery Tribes; native and cross-platform (React Native) mobile apps and App Store releases; and search and discovery (Algolia/Solr, Constructor.io ) with AI-driven recommendations.
• Lead release readiness, cutover support, and hyper care for major omnichannel launches and SAP S/4HANA dependent initiatives, ensuring minimal disruption to stores and digital channels.
• Manage logistics, fulfilment, and supply chain technology, including order management (Fluent OMS) routing, inventory allocation, and fulfilment logic, WMS upgrades (Infor WMS), and last-mile tracking integrations (FarEye, Onfleet, Carriyo).
• Manage retail and stores technology: POS (Oracle XStore) across all stores, decoupling from legacy backend for SAP S/4HANA compatibility without store UX disruption; and footfall analytics.
• Support distribution, B2B, and cross-omni enablement, including marketplace integrations and demand, assortment, and merchandising planning (Blue Yonder), and lead agile program delivery through squad allocation and quarterly PI planning.
• Own uptime and revenue continuity, including performance, scaling, and SLA compliance of the customer commerce engine and store POS operations.
• Manage the dual portfolio of the standard omnichannel roadmap and the high-risk Transform Portfolio, enforcing stage-gate governance with formal SOWs and support model documentation before promotion to production.
• Oversee the commercial governance and financial recovery model for Omnichannel delivery, partnering closely with global Finance and Dubai functional leads to optimize capacity investments, streamline cross-functional billing, and maximize ROI on technology deliverables.
• Translate the Omnichannel strategy, roadmap, and priorities created with Dubai leadership into executable delivery plans across the delivery squads, ensuring resources, sequencing, dependencies, and delivery commitments are aligned to agreed business priorities.
• Lead PI planning and execution across the Omnichannel squads, ensuring objectives are clearly defined, squad capacity is understood, cross-team and cross-platform dependencies are mapped, delivery risks are identified and mitigated, and squads are ready for a smooth PI kick-off.
• Lead the Omnichannel delivery, supporting the resolution of delivery blockers and ensuring material risks, scope challenges, funding considerations, or prioritisation issues are surfaced to Omnichannel leadership in a timely manner.
• Manage squad allocation and capacity across the Omnichannel delivery team, ensuring resources are aligned to the priorities defined by the strategy and identifying where demand, scope, or timelines exceed available capacity.

What you'll need to succeed

• 15 or more years directing technology-led transformations in high-growth retail, ecommerce, or consumer digital sectors.
• Proven track record implementing front, middle, and back-office e-commerce and ERP transformations, integrating Salesforce Commerce Cloud, Shopify, WMS, and Fluent OMS with Oracle EBS / SAP S/4HANA environments.
• Experience leading omnichannel transformation in retail or luxury environments, with direct ownership of customer journeys, commerce platforms, store technology, and SAP linked integration programs.
• Deep experience across omnichannel technology, spanning customer experience platforms, digital commerce, logistics and supply chain, retail and stores technology, and B2B and marketplace enablement.
• Proven complex matrix team management across multi-location, distributed teams, with senior stakeholder management influencing brand partners, joint-venture leaders, and C-level executives.
• Expertise across strategic planning, product development strategy, portfolio management, retail supply chain management, and stakeholder management.

What we can offer you With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day. We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts. Using GenAI in Your Application Process To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations. We Invite All Applicants to Apply It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity. We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.