Customer Engagement Manager

Customer Engagement Manager (Customer Engagement Platforms (eg SAP C4C, SAP Emarsys, SAP Commerce etc) and Web Hosting Platforms (eg Drupal, Wordpress etc.)
Permanent
Based in Dublin or Kilkenny
Permanent
100k plus

Key Responsibilities
Leadership & Strategy

• 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

Platform Ownership

• Oversee the life cycle management of Customer Engagement Platforms (eg SAP C4C, SAP Emarsys, SAP Commerce etc) and Web Hosting Platforms (eg 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
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Work with business stakeholders to ensure that the benefits of technology investments are fully realised and aligned with business goals
.
Drive enhanced customer experiences and consumer insights through the effective use of technology to help the business achieve its strategic goals.

Key Requirements:
.
Bachelor's degree in Information Technology, Business Systems, or related field
.
Relevant certifications in SAP or digital platforms desirable
.
5 years + experience in a similar role, managing enterprise platforms in customer engagement
.
Strong understanding of SAP ecosystem (C4C, Emarsys, Hybris, SAP Commerce)
.
Experience with web hosting technologies (Drupal, WordPress) desirable
.
Demonstrated ability to lead cross-functional teams and manage vendor relationships