Program Manager – Retail & Consumer Services

Key Responsibilities
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 

 
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

 
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

 
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

 
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

 
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

 
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.