Strategy & Leadership
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Define and execute the long-term strategy and roadmap for Customer Engagement Applications in partnership with divisional business leaders and IT stakeholders.
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Lead, coach and develop a high-performing team of approximately 38 internal employees and external partners, creating a culture of accountability, collaboration and continuous improvement.
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Drive the implementation of the Hexagon Way operating model across the Customer Engagement Applications function, ensuring governance, delivery processes and collaboration models align with the new divisional structure.
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Build strong relationships across Sales, Marketing, Customer Service and other commercial functions to understand business priorities and translate them into technology solutions.
Technology Portfolio Ownership
Own the complete lifecycle of Hexagon Manufacturing Intelligence's Customer Engagement technology portfolio, including:
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Salesforce CRM
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CPQ platforms
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Service applications
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Customer Portals
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Customer-facing websites
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Customer Engagement digital platforms
Responsibilities include:
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Managing business demand and prioritisation
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Developing strategic technology roadmaps
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Overseeing application lifecycle management
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Ensuring application performance, stability and continuous improvement
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Managing production support and operational excellence
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Driving platform adoption and business value
Delivery & Transformation
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Lead the delivery of Customer Engagement projects and programmes, ensuring initiatives are delivered on time, within budget and to the highest quality standards.
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Coordinate cross-functional teams, external vendors and business stakeholders to deliver end-to-end customer processes across lead-to-order, customer service and support.
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Translate business requirements into scalable enterprise solutions that improve customer acquisition, retention and satisfaction.
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Drive continuous improvement across platforms, processes, security and service quality.
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Support release management, issue resolution and production support activities.
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Ensure appropriate technical and functional documentation is maintained.
Vendor & Stakeholder Management
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Own relationships with Customer Engagement technology vendors and implementation partners.
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Manage vendor performance, commercial agreements and contractual obligations.
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Collaborate closely with enterprise architecture, infrastructure, security and other IT teams to ensure alignment with enterprise standards.
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Provide regular reporting on portfolio performance, delivery progress, risks and business outcomes to senior IT and business leadership.
Governance, Risk & Compliance
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Ensure effective governance across the Customer Engagement Applications portfolio.
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Support IT risk management, compliance and security initiatives.
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Promote structured change management and adoption across the business.
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Champion Agile, DevOps and modern delivery practices to improve speed, quality and customer value.
