ROLE: Customer Technology CoE Manager
REPORTING TO: Head of IT
LOCATION:
Dublin or Kilkenny
ABOUT THE ROLE:
Reporting to the Head of IT, this role will lead the Customer Technology CoE within the IT function. The role is responsible for the strategic direction, architecture, and operational excellence of platforms that support customer engagement and digital experience. Working closely with business stakeholders, this role ensures technology investments deliver maximum value and align with organisational goals.
Key Responsibilities:
* Lead a team of specialists across customer engagement 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.
* Oversee the lifecycle management 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, and optimised for performance and user experience.
* Manage relationships with external strategic partners, service providers, and vendors.
* Partner with digital transformation teams to align technology with customer and experience goals.
* Collaborate with Marketing and Commercial teams to support campaigns and digital initiatives.
* Act as a key liaison between IT and business stakeholders to ensure platform capabilities meet evolving needs.
* 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.
* Ensure platforms comply with internal policies, GDPR, and other relevant regulations.
* Manage risk through proactive monitoring, vendor management, and incident response planning.
* Support project planning, resource allocation, and delivery of initiatives within scope, time, and budget.
* Provide oversight and guidance on solution design and integration.
* Work with business stakeholders to ensure that the benefits of technology investments are fully realised and aligned with business goals.
ABOUT THE PERSON:
Key Requirements:
* Bachelor's degree in Information Technology, Business Systems, or related field
* Relevant certifications in SAP or digital platforms a necessary.
* 5 years + experience in a similar role, managing enterprise platforms in customer engagement domains
* Strong understanding of SAP ecosystem (C4C, Emarsys, Hybris)
* 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