Customer & People Engagement Technology Lead
Hybrid
Can be based in Dublin or Killkenny
Permanent
Reporting to the Head of IT, this role will lead the Customer & People Engagement Technology CoE within the IT function. The role will manage the strategic direction, architecture, and operational excellence of platforms that support customer engagement, HRIS, and digital experience. Working in close partnership with Commercial Digital Transformation, Category stakeholders and the Human Resource Function, this role will also be responsible for ensuring all technology investments deliver maximum value and align with business goals
Key Responsibilities
Leadership & Strategy
* Lead a team of specialists across customer engagement and people experience platforms
* Develop and maintain strategic roadmaps for relevant platforms
* Define and ensure adherence to architectural standards and governance
* Champion innovation and continuous improvement across supported platforms
Platform Ownership
* Oversee the lifecycle management of Customer Engagement Platforms (e.g. SAP C4C, SAP Emarsys, SAP Commerce etc), HRIS Platforms (e.g. SAP SuccessFactors, Time & Attendance (T&A), Payroll etc.) and Web Hosting Platforms (e.g. Drupal, Wordpress etc.)
* Ensure platforms are secure, compliant, and optimised for performance and user experience
* Manage relationships with external strategic partners, service providers and vendors.
Collaboration & Stakeholder Engagement
* Partner with the Customer Digital Transformation team to align technology with customer experience goals
* Collaborate with Marketing and Commercial Category teams to support campaigns and digital initiatives
* Act as a key liaison between IT and business stakeholders to ensure platform capabilities meet evolving needs
Operational Excellence
* Ensure robust support, maintenance, and enhancement processes are in place
* Monitor and report on platform performance, usage, and KPIs
* Promote best practices, standardisation, and reuse across application platforms
* Evaluate emerging technologies and recommend adoption where appropriate
Compliance & Risk Management
* Ensure platforms comply with internal policies, GDPR, and other relevant regulations
* Manage risk through proactive monitoring, vendor management, and incident response planning
Project Delivery
* Support project planning, resource allocation, and delivery of initiatives within scope, time, and budget
* Provide oversight and guidance on solution design and integration
Benefits Realisation
* Work with business stakeholders to ensure that the benefits of technology investments are fully realised and aligned with business goals
Key Requirements:
* Bachelor's degree in Information Technology, Business Systems, or related field
* Relevant certifications in
SAP, HRIS, or digital platforms desirable
* 5 years + experience in a similar role,
managing enterprise platforms in customer engagement and HR domains
* Strong understanding of
SAP ecosystem (C4C, Emarsys, Hybris, SuccessFactors)
* Experience with web hosting technologies (Drupal, WordPress) desirable
* Demonstrated ability to lead cross-functional teams and manage vendor relationships
* Strategic thinker with hands-on technical capability
* Excellent communication and stakeholder management skills
* Experience in the agri-food or cooperative sector advantageous
* Familiarity with digital transformation programmes, and knowledge of data privacy and compliance frameworks desirable
* Strong team player with a growth mindset