Omnichannel Technology Analyst

About the Role
The Omnichannel Technology Analyst leads the end-to-end delivery of strategic omnichannel initiatives across the company, connecting business, technology, operations, global teams, and external partners. This role translates customer and business needs into scalable solutions across Digital Commerce, Retail Technology, CRM, Loyalty, OMS, SAP, customer-facing applications, and enterprise integrations. The Analyst drives governance, stakeholder alignment, deployment readiness, operational handover, and measurable improvements in customer experience, efficiency, and business performance. The role contributes to initiatives across digital commerce, order management, CRM, Loyalty, customer experience, and retail technology while ensuring alignment with regional priorities and global standards.

Key Responsibilities
You will excel and enjoy this role if you are ready to actively handle the following missions:

Omnichannel Solutions

• Support the project delivery of omnichannel solutions that enhance customer experience and contribute to the company's digital transformation objectives.
• Act as the business and technology bridge, ensuring solutions meet operational, commercial, and customer requirements while remaining aligned with enterprise architecture and global standards.

End-to-End Project Delivery

• Support the execution of strategic omnichannel initiatives from discovery and requirements gathering through implementation, deployment, hypercare, and operational handover.
• Maintain project plans and track scope, timelines, risks, dependencies, budgets, and resource requirements, escalating variances that may affect agreed objectives and milestones.

Platform & Integration Coordination

• Coordinate assigned solution delivery activities across multiple enterprise platforms, including Salesforce Commerce Cloud (SFCC), Fluent Commerce OMS, SAP, CRM & Loyalty platforms, Retail Applications, Middleware and APIs, and Payment solutions.
• Ensure integration dependencies, technical requirements, and business processes are aligned across all participating systems and teams.

Solution Design & Business Analysis

• Collaborate with business stakeholders and technical teams to:
  • Define business requirements
  • Analyze customer journeys
  • Map operational processes
  • Identify system touchpoints
  • Review solution impacts
  • Validate technical and functional feasibility
• Ensure proposed solutions deliver business value while improving customer experience and operational efficiency.

Deployment & Operational Readiness

• Support deployment planning, cutover preparation, Go/No-Go documentation, production validation, and business readiness activities.
• Coordinate release activities with global and local teams to support seamless production deployment and minimize customer and business disruption.
• Coordinate hypercare activities, support transitions, and track operational stabilization following deployment.

Risk & Dependency Management

• Identify, track and support the management of project risks, including integration dependencies, technical constraints, resource conflicts, operational impacts, and delivery challenges.
• Contribute to mitigation plans, coordinate agreed actions, and support resolution through collaboration with business and technology stakeholders.

Continuous Improvement & Operational Excellence

• Support the ongoing optimization of omnichannel capabilities, processes, governance frameworks, support models, and customer experiences.
• Identify and recommend opportunities for automation, operational efficiency, and service improvements across the digital ecosystem.

Stakeholder Management & Governance

• Build strong relationships with stakeholders across Digital, Retail, CRM, Customer Service, Finance, Marketing, Supply Chain, Operations, and Technology teams.
• Prepare and support workshops, steering committees, governance forums, status reviews, and executive reporting, while coordinating follow-up actions across local and global teams.
• Track project delivery risks, dependencies, and implementation challenges, coordinate follow-up with relevant stakeholders, and escalate critical issues to the Omnichannel Technology Solutions & Support Manager.

Qualifications
Do not hesitate to apply if:

• You are a structured and customer-focused technology professional who enjoys translating business needs into practical solutions. You combine analytical rigour with strong coordination skills and are comfortable working across business and technical teams in a fast-paced retail environment.
• 5-7 years of experience in business analysis, technology delivery, digital commerce, or retail technology.
• Practical experience gathering requirements, mapping processes, writing user stories, and coordinating UAT.
• Exposure to one or more areas such as eCommerce, OMS, CRM, Loyalty, retail applications, payments, APIs, or enterprise integrations.
• Experience supporting releases, incident follow-up, hypercare, or operational handovers.
• Bachelor’s degree in information technology, Computer Science, Business, Engineering, or a related field.
• Agile, Scrum, business analysis, or project delivery certification is an advantage.
• Strong analytical, documentation, and problem-solving skills with attention to detail.
• Clear communication and the ability to collaborate effectively with business users, technical teams, and external partners.
• Ability to manage multiple priorities, follow through on actions and escalate appropriately.
• Customer-centric, curious, and comfortable learning new platforms and processes.
• Fluent English; Arabic and/or French is a plus.

Benefits

• Community. In which authenticity is embraced, and the strength of our differences fuels our collective spirit.
• Culture of empowerment. Learning & growth, that offers you the tools, space, and opportunity to learn, innovate, and lead.
• Work that brings fulfillment. From delighting clients every day to inspiring our industry at large, every action makes a difference.