General Manager Products Omnichannel

About the role

The General Manager Products Omnichannel will own the end‑to‑end omnichannel fulfilment process in‑store, working closely with the e‑commerce product team to deliver a seamless experience for colleagues and customers.

Key responsibilities

• Lead the in‑store pick, pack, dispatch, collection, uncollected orders and returns processes, ensuring efficiency and accuracy.
• Design and launch products that improve in‑store collection, reduce queue times and boost satisfaction across all omnichannel touchpoints.
• Identify workflow gaps, define solutions and implement fixes quickly.
• Act as the subject‑matter expert on omnichannel in‑store operations, guiding stakeholders and shaping the product roadmap.
• Collaborate with sales‑floor staff, business units, product managers, data teams, engineering, QA and solution architects to translate operational needs into product requirements.
• Maintain a prioritized omnichannel product backlog that balances customer impact, colleague experience and business value.
• Use data and insights from Power BI, vendor dashboards and raw data sources to measure performance and drive continuous improvement.

Required profile

• 10+ years of retail experience across stores and central office, with deep understanding of sales‑floor operations.
• Proven track record delivering technology‑driven solutions that increase sales, productivity and customer experience.
• Exceptional verbal and written communication skills, capable of influencing C‑suite stakeholders.
• Strong organisational and delivery capabilities, with a history of shipping products at pace.
• Collaborative leadership style, able to lead without formal authority across diverse teams.

Required skills

• Proficiency with VS Code and AI coding assistants for rapid prototyping.
• Experience building and deploying AI‑driven workflow automations.
• Advanced data literacy, including Power BI, vendor dashboards, raw data sources and APIs.