Case Study: Global Mobile Device Modernisation Across 200+ stores
Company: US-Based Luxury Fashion Brand
Timeline: 2013–2024
Role: Senior Regional IT Manager / Senior Program Manager
Regions: US, Canada, UK, France, Italy, Germany, Spain, Ireland, Hong Kong, China, Macau, Singapore, Australia, Japan, Taiwan
Overview
Led a multi-year global programme to modernise in-store mobile and payment hardware across 200+ retail locations. Oversaw payment terminal upgrades, deployment of Mobile POS solutions, and large-scale standardisation of Apple devices to improve store operations, performance, and customer experience.
Key initiative areas included:
Payment Terminal Upgrades:
Replaced end-of-life payment terminals with the latest models for both fixed POS registers and Mobile POS
Deployed across North America, Europe and Australia
Rolled out to 150+ stores and 800+ devices
Mobile POS Deployment:
Deployed iPad, iPhone and iPod as Mobile POS devices across the United States
Rollout covered 110+ stores and 1,000+ devices
Enabled mobile checkout and reduced queue time
Apple devices standardisation:
Implemented Microsoft Intune for mobile device management across all Apple devices
Standardised application deployment and configuration across iPad, iPhone and iPod
Ensured all devices connected seamlessly to payment terminals
Scope & Responsibilities
Developed and managed project plans, schedules, reporting, and stakeholder communication
Led vendor evaluation, procurement, and contract negotiations
Coordinated delivery with vendors, logistics teams, support teams, and global/regional IT
Gathered business requirements with retail operations and store leaders
Managed SIT, UAT, training, pilots and phased country rollouts
Led go-live support and handover to BAU support teams
Tools & Technologies
POS: Aptos
Payment Terminals: Adyen / Verifone
Devices: iPad, iPhone, iPod
Platforms: Windows, Intune (MDM)
PM Tools: Microsoft Teams, Jira, Word, Excel, PowerPoint
Key Challenges & Solutions
Limited store downtime for upgrades: Developed detailed procedures and rollback plans to minimise risk
Insufficient resources for overnight installations: Budgeted contractor support to execute upgrades after store closing hours
Coordinating schedules for 100+ stores: Worked with Retail Operations for business communication; issued calendar blocks and installation notices to all stakeholders
Post-upgrade issues: Closely monitored incidents with support teams and stores to quickly resolve outstanding issues
Results & Business Impact
Standardised mobile applications across all iOS devices and regions
Increased sales associate productivity with a single device supporting POS, clienteling, and payments
Enabled seamless payment across mobile and fixed POS
Ensured payment terminals met latest compliance and security standards
Improved customer checkout experience and reduced queue times
Simplified device management and reduced hardware complexity worldwide
Enhanced operational reliability and store performance across multiple regions
