Multi-Channel Retail Consultant

Job description

Are you a creative visionary with strong expertise in multi-channel retail processes?

Do you have a proven record in defining and implementing order management packages?

Would you enjoy having an integral impact in driving digital transformation in an innovative and growing retail SaaS company?

If you have answered yes to these questions, we would love to hear from you!

As part of our exciting expansion plans, we are looking for someone to join our Client team as a Multi-Channel Retail Consultant. This person will work closely with clients to understand their challenges and opportunities within their business concerning multi-channel and work with our internal product development teams to define how itim’s order management, customer and eCommerce solutions help to meet the clients' objectives. 

To be effective in this role the Multi-Channel Retail Consultant will already be an expert in the relevant retail business processes and as part of the exciting challenge, will need to become an expert in itim’s relevant solutions. We are looking for a real dynamic self-starter who will bring their industry expertise and experience to contribute significantly to itim’s continued growing success with fantastic opportunities to further develop and expand your career!

We are itim, but who are we?

itim is a global retail software provider with a vision to empower multi-channel retailers to thrive in today’s digital world by accelerating their digital transformation and helping them achieve omnichannel excellence. 

We have developed an industry-leading omnichannel platform that empowers retailers to adopt a more engaging customer-centric approach to shopping in-store, online, and on mobile. Our technology is highly data-driven and flexible, providing retailers with the agility to meet real-world retailing demands and adapt to future challenges.

We connect retailing IT strategy with effective execution, helping our clients strengthen their core systems, scale with flexibility and create seamless omnichannel consumer experiences. Our deep retail experience combined with our comprehensive suite of omnichannel retailing applications means we can help retailers achieve their trading objectives while streamlining processes, managing cost, minimising risks and giving them the ability to deploy quickly. 

We are very proud to work with over 65 leading retailers across 11 countries, which include; The Entertainer, John Lewis, Sainsbury’s, Office, The Fragrance Shop, and The Works.

What would be my main responsibilities?

  • Maintain an understanding of best practice multi-channel retail business processes and practices

  • Support the sales process as an expert in multi-channel retail processes and itim’s offerings in this space
  • Analyse, understand and document the client’s as-is business process
  • Develop a deep understanding of itim’s Order Management, Customer and eCommerce solutions in particular
  • Document and gain agreement from the client on the to-be business processes and system requirements, using this to help shape the implementation
  • Document any new requirements for product development making sure the need for generic products is balanced with the clients' needs. 
  • Work with the itim product and development teams to ensure delivery is to specification
  • Document any requirements for custom development and integration, working with the development team to ensure high-quality delivery
  • Test solutions delivered by the product team to ensure they meet the client requirements
  • Support the client through testing, process change and provide training where necessary
  • Assist the support team with knowledge transfer and in resolving issues

Job requirements

What we’d like from you

Whilst this is not a technical role where you need to develop code, we are looking for someone who has a deep understanding of what it takes to implement best practice multi-channel retail processes and software systems, who is happy working to a detailed technical level.

Specific experience required includes:

  • At least 5 years experience in defining and changing multi-channel retail processes. In particular, this must include processes implemented through an order management platform, i.e. global inventory visibility, ATP, click and collect, dispatch from store, order orchestration, optimising fulfilment profitability, returns and customer service
  • Experience in implementing one or more order management packages
  • Some experience and knowledge of SQL – be able to write simple SQL queries and pull data from SQL databases
  • (Bonus) Experience in implementing eCommerce platforms and customer solutions such as loyalty, single view of customer and customer information management
  • (Bonus) Experience working directly for a retailer and a services provider in the space

Competencies required:

  • Visionary and creative thinking
  • Excellent client-facing and internal communication skills
  • Excellent written and verbal communication skills
  • Solid organisational skills including attention to detail and multi-tasking
  • Comfortable travelling outside of London and staying away from home occasionally to carry out client projects

Why choose itim?

  • Make A Difference - the chance to be part of a progressive company that’s adding real value to the retail industry with innovative products
  • A Connected Company Culturework alongside great people! We genuinely care about our employees and foster a people-first approach with a strong collaborative, autonomous and friendly working environment
  • Hybrid Working Patterns - have the flexibility to work from home or in the office when it suits you
  • Work/life balanceflexible holiday requests & an extra day off to celebrate your birthday
  • Great Career Development – with our flat hierarchy structure and flexibility to get involved in different projects, we can tailor your career path to suit your personal interests and goals
  • Great Office Location – when you’re not choosing to work from home, our office is based in London Victoria right next to both underground and overground stations
  • Fun Monthly Socials – Crystal Maze, Wine Tasting, Axe Throwing, Indoor Mini Golf to name a few…
  • & Other Fantastic Benefits – such as private medical insurance, pension contribution, smart casual dress code, a stocked office kitchen with fresh fruit and biscuits and not to mention Friday Beers (for the days you choose to be in the office)

Salary: Negotiable / Dependent on Experience

Please note that at present all new employees that join itim will be working from home in the interim. We look forward to the day we can all flexibly come back to the office, however, we will only resume doing this when we believe it is safe and comfortable for all our employees to do so. 


We’re innovative, we’re passionate, we’re collaborative, we’re GROWING and more importantly, we’d love to hear from you!