Customer & People Engagement Technology CoE Manager

Customer & People Engagement Technology

Centre of Excellence Manager

Hybrid working model

Tirlán

Tirlán, currently partnering with a 3rd party service provider for the provision of IT services, is about to embark on a significant IT transformation programme to stand up its own IT capability. The initial focus will be on enabling projects and will involve close collaboration with our partner. This will require a number of new and exciting roles to join the Tirlán IT team, working in a dynamic & collaborative environment.

Tirlán is a world-class food and nutrition co-operative, with a diverse portfolio of quality ingredients, leading consumer and agri brands.

Tirlán owns leading brands such as Avonmore, Kilmeaden Cheese, Millac, Solmiko, Truly Grass Fed, Premier Milk, Wexford, mymilkman.ie and GAIN Animal Nutrition.

We nurture a talented team across Ireland, the US, MEA and China, delivering annual revenues of over €3 billion, and over 2,300 people to manage our network of 11 processing plants and 52 agri branches. Our purpose is to nourish the world, while safeguarding our environment for future generations.

Overview

Reporting to the Head of IT, this role will lead the Customer & People Engagement Technology CoE within the IT function at Tirlán. The role will manage the strategic direction, architecture, and operational excellence of platforms that support customer engagement, HRIS, and digital experience. Working in close partnership with Commercial Digital Transformation, Category stakeholders and the Human Resource Function, this role will also be responsible for ensuring all technology investments deliver maximum value and align with business goals

Key Responsibilities

Leadership & Strategy

Lead a team of specialists across customer engagement and people experience 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 lifecycle management of Customer Engagement Platforms (e.g. SAP C4C, SAP Emarsys, SAP Commerce etc), HRIS Platforms (e.g. SAP SuccessFactors, Time & Attendance (T&A), Payroll etc.) and Web Hosting Platforms (e.g. 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

Work with business stakeholders to ensure that the benefits of technology investments are fully realised and aligned with business goals

Key Requirements:

Bachelor’s degree in Information Technology, Business Systems, or related field

Relevant certifications in SAP, HRIS, or digital platforms desirable

5 years + experience in a similar role, managing enterprise platforms in customer engagement and HR domains

Strong understanding of SAP ecosystem (C4C, Emarsys, Hybris, SuccessFactors)

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

About us

Through our expertise in research and development, customer insights, food safety and state-of-the-art manufacturing we bring innovative food and nutrition solutions to a global market. Our new and vibrant headquarters in Kilkenny City operates as a collaboration hub where multi-functional teams come together in a hybrid work environment.

Commitment to Diversity & Inclusion

We believe in the value of difference. We know that different perspectives, life experience and backgrounds can drive innovation and deliver growth.

We welcome people from all walks of life without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, or disability status.

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Tirlán is a Values Based Organisation