Manager - F&B & Retail Systems Design

The Manager – F&B & Retail Systems Design is responsible for leading the design and continuous enhancement of business solutions supporting the Food & Beverage and Retail domains. The role focuses on defining end-to-end business processes, solution design, and system interactions across operational, financial, customer engagement, and data platforms.

This position serves as the functional owner for cross-system business processes, ensuring that F&B and Retail applications operate seamlessly with enterprise platforms such as SAP, Blackline, Adaco, CRM, Loyalty, and Data & Analytics solutions. The role works closely with business stakeholders, vendors, the Master System Integrator (MSI), Enterprise Applications teams, Data teams, and Integration teams to design scalable solutions that support operational efficiency, financial accuracy, and exceptional guest experiences.

Key Responsibilities

• Lead the functional design and delivery of business solutions supporting Food & Beverage and Retail operations.
• Define end-to-end business processes spanning operational systems, financial platforms, customer engagement applications, and data ecosystems.
• Work closely with IT Business Relations, business stakeholders, vendors, and MSI to translate business requirements into scalable solution designs.
• Facilitate solution design workshops involving business users, enterprise application teams, data teams, vendors, and implementation partners.
• Ensure alignment of F&B and Retail solutions with enterprise platforms including: SAP Finance and Revenue Management, SAP Material Control and Inventory Management Blackline Financial Reconciliation, Adaco Procurement, Costing, and Inventory Management, Loyalty Platforms, CRM Platforms, Table Management Systems, QR Menu Solutions, Waiter Ordering Applications and Unified Data Platform and Analytics Solutions
• Define business process flows, solution requirements, data ownership, and system interaction models across multiple platforms.
• Ensure solution designs support operational efficiency, financial controls, inventory accuracy, customer engagement, and reporting requirements.
• Drive continuous process improvements by leveraging technology capabilities and industry best practices.
• Support application selection, tender evaluations, vendor assessments, and solution architecture discussions.
• Act as the primary business solutions liaison between F&B, Retail, Enterprise Applications, Data & Analytics, vendors, and implementation partners.
• Act as a functional escalation point for complex business process and cross-system issues.
• Share responsibility for Level 2 support across F&B and Retail applications, ensuring timely resolution of business-impacting issues.
• Monitor system effectiveness and identify opportunities to improve business processes, user experience, and operational efficiency.
• Support troubleshooting and resolution of issues impacting financial reporting, inventory management, customer engagement, and operational workflows.
• Work closely with vendors and internal teams to address application enhancements, defects, and optimization opportunities.
• Support new system implementations, enhancements, testing activities, go-live readiness, and stabilization efforts.
• Ensure business process documentation, solution designs, and operational procedures remain current and aligned with organizational standards.
• Build strong working relationships with business stakeholders across F&B, Retail, Finance, Commercial, Data & Analytics, and Digital teams.
• Provide functional leadership and guidance to project teams, vendors, and business users throughout delivery initiatives.
• Mentor and support team members, including Assistant Managers and functional specialists.
• Promote collaboration across application teams, enterprise platform teams, and delivery partners.
• Support strategic planning activities related to the F&B and Retail technology roadmap.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• 5-7 years of experience in application design, delivery, and support within large-scale enterprise environments.
• Strong experience supporting F&B and Retail business operations and associated technology platforms.
• Proven experience designing solutions involving finance, inventory, customer engagement, and reporting processes.
• Experience working with platforms such as SAP, Adaco, Blackline, CRM, Loyalty, Retail Management Systems, and Analytics Platforms.
• Demonstrated experience leading complex, multi-stakeholder solution delivery initiatives.
• Experience collaborating with business users, vendors, system integrators, and enterprise application teams.
• Previous experience within entertainment, hospitality, retail, leisure, or large mixed-use destinations is highly desirable.
• Prior experience within similar large-scale integrated environments would be advantageous.