Ready to Make an Impact?

Are you a senior technology leader who thrives at the intersection of platform transformation and operational excellence? 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 secure, scalable, and aligned to business outcomes, while driving foundational changes that unlock future growth and efficiency. Here’s Where You’ll Be Focusing

People 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 Offer

Your 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.

📌 Director, Customer Engagement Platforms (Montréal-Nord)
🏢 Sobeys
📍 Montréal-Nord