Program Manager – Retail & Consumer Services

Key Responsibilities

1. Program Leadership & Delivery

• Lead end-to-end delivery of multiple retail/consumer services programs such as supply chain, point of sale, eCommerce, loyalty, rewards, RPA & AI

• Define program roadmap aligned with client’s business priorities

• Ensure delivery excellence across timelines, scope, and quality and compliance relevant to the South African market

• Drive governance through structured program reviews, dashboards, and executive reporting

• Domain focused delivery

• Identify AI use cases and drive proactive proposals for AI native and AI infused opportunities 

 

2. Client & Stakeholder Management

• Act as a trusted advisor to client leadership teams such as client service managers, IT/ Business heads and CXOs  

• Manage relationships with key customer stakeholders & internal service line leaders 

• Lead executive-level discussions, steering committees, and quarterly business reviews (QBRs)

• Ensure high customer satisfaction and drive account growth opportunities

 

3. Financial & Commercial Management

• Own program P&L, including revenue, margin (GC), and cost management

• Drive forecasting, billing, and financial governance

• Identify opportunities for upsell, cross-sell, and contract expansion

• Manage change requests and ensure adherence to contractual terms

 

4. Resource & Team Management

• Lead distributed teams across onshore (South Africa), offshore & remote locations

• Ensure optimal resource utilization and capability alignment

• Mentor project managers, delivery leads, and functional teams

• Build domain capability within teams for retail and consumer services

 

5. Risk, Governance & Compliance

• Identify and mitigate program risks, especially those related to delivery operations, compliance & customer

• Ensure adherence to client governance frameworks and regional guidelines

• Maintain robust program documentation and audit readiness

 

6. Innovation & Transformation

• Drive digital transformation programs using cloud, data analytics, and AI-led solutions

• Identify automation and optimization opportunities across the retail value chain

• Bring industry best practices and innovation to improve business outcomes

 

7. Skills & Competencies

• Strong understanding of retail and consumer services domain 

• Proven experience in client-facing roles with senior stakeholder management

• Strong financial management (revenue, margin, forecasting)

• Expertise in program governance, risk management, and delivery frameworks

• Excellent communication and executive presentation skills

• Ability to work across geographies and manage cultural nuances

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.