OverviewMy 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 ResponsibilitiesLeadership & StrategyLead and develop a team of specialists across customer engagement platformsDefine and maintain strategic roadmaps for customer engagement and digital platformsEstablish and enforce architectural standards and governanceDrive innovation and continuous improvement across supported platformsPlatform OwnershipOwn 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 experienceManage relationships with strategic partners, service providers, and vendorsCollaboration & Stakeholder EngagementPartner with Customer Digital Transformation teams to align technology with customer experience goalsCollaborate with Marketing and Commercial teams to support campaigns and digital initiativesAct as a key interface between IT and business stakeholders to ensure platform capabilities evolve with business needsOperational ExcellenceEnsure robust support, maintenance, and enhancement processes are in placeMonitor and report on platform performance, adoption, and KPIsPromote best practices, standardisation, and reuse across application platformsEvaluate emerging technologies and recommend adoption where they deliver clear business valueCompliance & Risk ManagementEnsure platforms comply with internal policies, GDPR, and relevant regulatory requirementsProactively manage risk through vendor oversight, monitoring, and incident response planningProject DeliverySupport project planning, resourcing, and delivery to ensure initiatives are delivered on time and within budgetProvide oversight and guidance on solution design and integrationBenefits RealisationWork with business stakeholders to ensure technology investments deliver intended benefitsEnable enhanced customer experiences and consumer insights through effective use of digital platformsKey RequirementsBachelor's degree in Information Technology, Business Systems, or a related disciplineRelevant SAP or digital platform certifications desirable5+ years' experience in a similar role managing enterprise customer engagement platformsStrong knowledge of the SAP ecosystem (C4C, Emarsys, Hybris / SAP Commerce)Experience with web hosting technologies such as Drupal and WordPress desirableProven ability to lead cross-functional teams and manage external vendorsStrategic mindset with the ability to operate hands‑on when requiredStrong communication and stakeholder engagement skillsExperience in regulated or complex enterprise environments advantageousFamiliarity with digital transformation programmes and data privacy/compliance frameworks desirableCollaborative team player with a growth mindsetSkillsSAPC4cSuccessfactors
#J-18808-Ljbffr