As Director, Customer Engagement Platforms, you will own the technology foundation that powers customer engagement across all banners, spanning CRM, campaign execution, loyalty, personalization, and identity.
This role is accountable for running a complex, high-volume engagement ecosystem while leading its transformation into a modern, composable, and cost-efficient platform landscape over the next 2 years. You will ensure platforms are stable, scalable, and aligned to business outcomes, while driving foundational changes that unlock future growth and efficiency.
Here's Where You'll Be FocusingPeople Leadership- Lead and develop a multi-disciplinary platform organization including engineering, campaign execution, integration, and platform operations teams.
- Build a culture of ownership, accountability, and high-performance delivery across critical customer-facing systems.
- Strengthen internal capabilities to reduce vendor dependency and increase speed to market.
- Drive adoption of Agile, product-based operating models across the engagement platform domain.
Customer Engagement Platform Ownership & Operations- Own the end-to-end tech lifecycle of all engagement platforms, including:
- CRM and campaign execution systems
- Loyalty integrations and offer management platforms
- Customer identity and access management
- Ensure platforms meet enterprise expectations for availability, performance, security, and scalability.
- Define and enforce service management, incident response, and operational governance models.
- Maintain a disciplined balance between run stability and ongoing platform evolution.
Platform Transformation & Modernization (Critical Mandate)- Lead the multi-year transformation of the engagement platform ecosystem, including:
- Evolution to composable, modular architectures
- Re-platforming and optimization of identity (CIAM), CRM, and loyalty capabilities
- Simplification of integration layers and data flows
- Identify and lead initiatives to reduce platform complexity, technical debt, and operating costs.
- Partner with Architecture and Data teams to enable scalable, governed, and future-ready data foundations.
- Ensure transformation programs are executed with minimal disruption to business operations.
Backlog, Delivery & Operational Governance- Own a prioritized and governed platform backlog, aligned to business demand and transformation priorities.
- Oversee delivery across initiatives, ensuring outcomes are on time, within scope, and high quality.
- Establish intake and prioritization discipline to ensure work entering the system is aligned and feasible.
- Provide clear visibility into delivery performance, risks, and dependencies.
Vendor, Partner & Commercial Management- Own relationships with key technology vendors across CRM, loyalty, and identity platforms.
- Manage platform licensing, consumption, and cost optimization strategies.
- Identify and execute opportunities for cost reduction and ROI improvement across the Tech stack.
- Ensure vendors align to enterprise standards, delivery expectations, and transformation objectives.
What You Have to OfferYour Experience and Resume Will Show Us:- 10+ years experience leading enterprise-scale customer engagement, CRM, or marketing technology platforms.
- Demonstrated success leading large transformation programs (e.g., re-platforming, modernization, cost optimization).
- Strong expertise in CRM, CIAM, personalization, loyalty, and campaign execution ecosystems.
- Deep understanding of platform operations, system integration, and data-driven marketing architecture.
- Experience managing large, matrixed teams with both operational and delivery accountability.
- Strong commercial acumen with experience in vendor management, contract negotiation, and licensing models.
- Solid understanding of Agile delivery, SDLC, and platform lifecycle management.
- Ability to translate business strategy into executable technical outcomes.
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