Implementation & Delivery Manager - RetailPOS ERP (Implementation & Customer Success)
Location: Chennai
Experience: 3-6 Years
Working Days: Monday to Saturday(Alternate Saturdays off)
Role Summary
We are looking for a Implementation & Delivery Manager - RetailPOS ERP who will own the end-to-end customer delivery lifecycle, from sales handover to successful go-live and support transition.
This is a hands-on role combining implementation execution, team leadership, and process building, suited for someone who can operate in a fast-growing company and scale delivery operations.
You will be directly involved in key implementations, customer escalations, and solutioning, while also building a structured and scalable delivery function.
Key Responsibilities1. Project Ownership (Sales to Go-Live)
Take complete ownership of projects post sales closureUnderstand scope, commercials, and customer expectationsDefine implementation plans, timelines, and deliverablesEnsure smooth onboarding and execution of new customers2. Implementation & Delivery Execution
Lead end-to-end ERP implementation:POS setup & configurationMaster data migrationIntegration (payments, e-commerce, SAP, etc.)UAT & Go-live executionBe hands-on in critical implementations and problem-solvingIdentify risks and proactively resolve bottlenecksEnsure adherence to timelines and milestones3. Team Leadership (3-5 Members)
Manage and mentor a team of:Implementation executivesSupport staffTrainersAllocate tasks and monitor performanceConduct regular reviews and improve team efficiency4. Customer Engagement & Escalation Handling
Act as primary point of contact for key customers during deliveryHandle escalations and ensure customer satisfactionConduct periodic reviews with clientsAlign customer expectations with delivery scope5. Process & System Building
Define and improve:Implementation SOPsGo-live checklistsSupport handover processesBuild a scalable delivery framework as the company growsImprove delivery efficiency and reduce turnaround time6. Support Handover & Stabilization
Ensure smooth transition from implementation to support teamMonitor post go-live stabilizationEnsure SLA adherence and issue resolution7. Cross-Functional Coordination
Work closely with:Sales team (scope clarity & commitments)Product/Development team (bug fixes & enhancements)Support team (handover & escalations)Key Skills & CompetenciesDomain Expertise
Strong understanding of Retail OperationsPOS, Billing, Inventory, Promotions, PricingExperience in Retail ERP / POS implementationExecution & Leadership
Ability to manage small teams (3-5 members)Strong project ownership mindsetAbility to handle multiple parallel implementationsTechnical Understanding
Basic understanding of:SQL / database conceptsERP integrations (preferred)Cloud / On-prem deploymentsSoft Skills
Strong communication & client handling skillsProblem-solving mindsetAbility to work under pressure and meet deadlinesExperience Required
6-10 years in ERP / POS implementation or delivery rolesPrior experience in retail or F&B domain preferredExperience in handling multi-location implementations is a plusKPIs / Success Metrics
On-time project delivery (%)Go-live success rateCustomer satisfaction (CSAT)Reduction in implementation cycle timeEscalation resolution timeTeam productivityPreferred Candidate Profile
Experience in product-based ERP/POS companiesExposure to retail, warehouse, or omni-channel operationsStrong ownership mindset with hands-on execution abilityAbility to build processes, not just follow themComfortable using AI/tools to improve productivityReporting Structure
Reports to: CEO / Business Head/CTOTeam Size: 3-5 membersAdditional Requirements
Fluent in Tamil and English (Hindi is a plus)Own smartphone, and two-wheelerWillingness to travel for client implementations Read Less