**Responsibilities:** - Oversee and manage the organization's internal IT infrastructure, systems, and day-to-day operations. - Implement, maintain, and improve cybersecurity policies, controls, and best practices aligned with the ISO 27001 framework. - Administer and support the Microsoft security ecosystem, including Microsoft Purview, Microsoft Copilot, Microsoft Defender, Microsoft Sentinel, Microsoft Entra ID, and Microsoft Intune. - Monitor system performance, security, and compliance, proactively identifying and mitigating risks. - Manage Microsoft 365 administration, user accounts, identity and access management, and endpoint security. - Provide technical leadership and escalation support for managed services and help desk operations, ensuring timely resolution of client and internal IT issues. - Collaborate with internal stakeholders and clients to deliver secure, reliable, and scalable IT solutions. - Develop and maintain IT documentation, security procedures, disaster recovery plans, and operational processes. - Evaluate, recommend, and implement new technologies to improve business efficiency and strengthen security. - Ensure IT systems remain compliant with organizational security standards and industry best practices.

• Build and manage a pipeline of new clients from scratch — outbound-first • Run full-cycle deals from first touch to signed contract • Work directly with C-level stakeholders on the client side • Develop partnerships and expand our network across US and European markets • Attend industry events and client meetings across Europe

• Provide expert functional and technical support to clients via phone, email, and chat. • Troubleshoot and resolve the most complex customer issues in a timely and efficient manner. • Serve as the escalation point for unresolved issues from Tier 2 support or other teams. • Document all customer interactions and issue resolutions in the helpdesk ticketing system. • Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery. • Maintain up to date knowledge of company products, services, and support policies. • Assist in the development and implementation of advanced support documentation and training materials. • Participate in ongoing training and professional development opportunities. • Participate in rotation to provide 24/7 support. • Maintain the security and integrity of sensitive information as per client's needs. • Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.

• Act as the primary interface between IT, Product Management, and Strategy teams, ensuring alignment across business and technology initiatives. • Translate complex pricing, loyalty, and retail strategies into clear technical requirements and actionable product roadmaps. • Facilitate collaboration, decision making, and prioritization across stakeholders. • Identify and resolve disconnects between strategic intent and technical execution. • Define and drive the product vision, roadmap, and execution for retail pricing and loyalty solutions. • Lead end to end product lifecycle: ideation, design, build, launch, and continuous optimization. • Ensure solutions are scalable, customer centric, and aligned with enterprise architecture. • Partner with pricing stakeholders to design and operationalize: Dynamic pricing models, Promotional and markdown strategies, Price elasticity and competitive pricing frameworks. • Ensure pricing strategies are effectively translated into system capabilities and automation tools. • Evaluate and improve pricing performance to drive margin and revenue growth. • Collaborate with business and pricing teams to design, develop, and roll out retail loyalty programs. • Translate loyalty strategies into technology enabled solutions, including: Rewards structures, Personalization and targeted offers, Omnichannel engagement capabilities. • Oversee implementation and adoption, ensuring seamless integration with existing retail systems. • Leverage deep retail and pricing expertise to critically assess existing strategies and assumptions. • Identify gaps, inefficiencies, and missed opportunities in pricing and loyalty initiatives. • Proactively recommend innovative, data driven improvements to enhance customer engagement and profitability. • Act as a thought partner to senior leadership, influencing strategic direction. • Develop business requirements, user stories, and functional specifications aligned with business goals. • Own backlog prioritization and ensure alignment with strategic priorities. • Participate in Agile ceremonies and work closely with engineering teams to ensure successful delivery. • Define KPIs and success metrics for pricing and loyalty products. • Utilize data analytics, A/B testing, and customer insights to inform decisions. • Monitor product performance and continuously refine based on measurable outcomes. • Build strong relationships with stakeholders across pricing, merchandising, marketing, IT, and executive leadership. • Clearly communicate product strategy, progress, and performance. • Lead workshops and strategic discussions to drive alignment and innovation.