RetailPro PoS L2 Consultant

Role Summary

The POS Support Lead will be responsible for end-to-end support, stability, and continuous improvement of the RetailPro POS ecosystem across fashion retail stores. This role ensures seamless store operations, accurate sales transactions, inventory synchronization, and integration with backend systems (ERP, eCommerce, WMS).

The candidate will lead a support team, manage L1/L2/L3 escalations, and act as the single point of contact for POS operations, ensuring high uptime and superior in-store customer experience.

Key Responsibilities

• POS Operations & Support Management
• Own 24x7 support for RetailPro POS across all stores.
• Manage and resolve L1/L2 incidents related to billing, returns, exchanges, promotions, loyalty, and payments.
• Act as escalation point (L2/L3) for critical store issues impacting revenue.
• Ensure >99.8% POS uptime across stores.
• RetailPro Functional Expertise (Fashion Retail Focus)
• Support fashion retail processes:
• Size/Color matrix (variants)
• Season-based collections
• Markdown & promotions
• Returns & exchanges workflows
• Manage:
• Pricing & discount rules
• Customer profiles & loyalty
• Store transfers and stock visibility
• Ensure correct execution of daily sales cycle and store operations.
• Store Operations Support
• Provide real-time support to stores for:
• Billing failures
• Payment gateway issues
• Pricing discrepancies
• Receipt/invoice issues
• Support store opening/closing (Z-report / EOD) processes.
• Ensure smooth execution during peak retail events (e.g., sales campaigns, seasonal launches).
• Integration & Data Flow Management
• Monitor and support integrations between RetailPro POS and:
• ERP Integration and Data flow
• eCommerce platforms
• Payment gateways
• Troubleshoot:
• Sales upload failures
• Inventory sync issues
• Pricing mismatches
• Ensure real-time or near real-time data consistency.
• Release & Change Management
• Coordinate POS releases, patches, and configuration updates.
• Manage:
• Store rollouts and upgrades
• New feature deployments
• Validate changes through SIT/UAT cycles before production rollout.
• Team Leadership & Vendor Management
• Lead and mentor a team of POS support analysts (onshore/offshore).
• Manage third-party vendors (RetailPro partners, hardware vendors).
• Ensure SLA adherence and performance tracking.
• Hardware & Peripheral Support
• Oversee POS hardware ecosystem:
• Billing terminals
• Barcode scanners
• Receipt printers
• Cash drawers
• Coordinate with infrastructure teams for issue resolution.
• Monitoring, Reporting & Continuous Improvement
• Track KPIs:
• POS uptime
• Incident resolution time
• Transaction failures
• Identify recurring issues and drive root cause fixes.
• Recommend enhancements like:
• Mobile POS
• Self-checkout
• Digital receipts
  
  

Required Skills & Experience

Area Requirement

• Experience 5–10 years in POS support, with at least 3+ years on RetailPro
• Domain Strong experience in fashion retail (apparel, footwear, lifestyle)
• POS Expertise RetailPro (RP Prism / RP9 preferred)
• Functional Knowledge Pricing, promotions, returns, exchanges, inventory, store ops
• Integration Experience with ERP integration (SAP preferred), APIs, batch jobs
• Tools ITSM tools (ServiceNow/JIRA), SQL (basic troubleshooting)
• Hardware Knowledge of POS peripherals and store infrastructure
  
  

Key Competencies

• Strong problem-solving and troubleshooting ability
• High ownership and accountability
• Ability to work under pressure during peak retail hours
• Strong communication with business and store teams
• Leadership and team management