Overview
My client is hiring for a Customer Engagement Technology Centre of Excellence Manager (CoE) within the IT function of a large, complex organisation. The position is responsible for defining the strategic direction, architecture, and operational excellence of platforms that support customer engagement and digital experience. Working closely with Commercial Digital Transformation and business stakeholders, the role ensures that technology investments are aligned to business objectives and deliver tangible value.
Key Responsibilities
Leadership & Strategy
- Lead and develop a team of specialists across customer engagement platforms
- Define and maintain strategic roadmaps for customer engagement and digital platforms
- Establish and enforce architectural standards and governance
- Drive innovation and continuous improvement across supported platforms
Platform Ownership
- Own the end-to-end lifecycle of Customer Engagement Platforms (e.g. SAP C4C, SAP Emarsys, SAP Commerce) and Web Hosting Platforms (e.g. Drupal, WordPress)
- Ensure platforms are secure, compliant, scalable, and optimised for performance and user experience
- Manage relationships with strategic partners, service providers, and vendors
Collaboration & Stakeholder Engagement
- Partner with Customer Digital Transformation teams to align technology with customer experience goals
- Collaborate with Marketing and Commercial teams to support campaigns and digital initiatives
- Act as a key interface between IT and business stakeholders to ensure platform capabilities evolve with business needs
Operational Excellence
- Ensure robust support, maintenance, and enhancement processes are in place
- Monitor and report on platform performance, adoption, and KPIs
- Promote best practices, standardisation, and reuse across application platforms
- Evaluate emerging technologies and recommend adoption where they deliver clear business value
Compliance & Risk Management
- Ensure platforms comply with internal policies, GDPR, and relevant regulatory requirements
- Proactively manage risk through vendor oversight, monitoring, and incident response planning
Project Delivery
- Support project planning, resourcing, and delivery to ensure initiatives are delivered on time and within budget
- Provide oversight and guidance on solution design and integration
Benefits Realisation
- Work with business stakeholders to ensure technology investments deliver intended benefits
- Enable enhanced customer experiences and consumer insights through effective use of digital platforms
Key Requirements
- Bachelor's degree in Information Technology, Business Systems, or a related discipline
- Relevant SAP or digital platform certifications desirable
- 5+ years' experience in a similar role managing enterprise customer engagement platforms
- Strong knowledge of the SAP ecosystem (C4C, Emarsys, Hybris / SAP Commerce)
- Experience with web hosting technologies such as Drupal and WordPress desirable
- Proven ability to lead cross-functional teams and manage external vendors
- Strategic mindset with the ability to operate hands-on when required
- Strong communication and stakeholder engagement skills
- Experience in regulated or complex enterprise environments advantageous
- Familiarity with digital transformation programmes and data privacy/compliance frameworks desirable
- Collaborative team player with a growth mindset
