Delivery Manager â Customer Experience Platforms & Marketing Technology
Delivery Manager â Customer Experience Platforms & Marketing Technology
Posted on :
22-08-2025
Employer Active
1 Vacancy
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Job Description
Description
Key Responsibilities:
Technology Delivery & Solution Ownership:
- Own the end-to-end design and delivery of solutions across CRM (e.g. Dynamics Salesforce) customer engagement platforms marketing tools and contact center technologies.
- Lead cross-functional engineering teams and oversee delivery across all stages from discovery and architecture to deployment and optimization.
- Translate business requirements into scalable integrated technical solutions with a strong focus on performance data integrity and maintainability.
Contact Centre Technology Leader:
- Deliver omnichannel contact center capabilities including voice chat IVR and digital touchpoints.
- Drive modernization through AI-based features such as agent assist sentiment detection and self-service automation (as applicable).
- Ensure seamless integration between contact center systems CRM and knowledge bases.
Customer Communication Technology Leader:
- Lead the development of customer communication strategies across multiple channels (email SMS letters etc.) to ensure consistency personalization and a high-quality customer experience.
- Work closely with stakeholders in marketing customer service and product teams to align communication strategies with company goals.
- Design the strategy for letter/document generation and maintenance lifecycle.
Engineering Team Leadership:
- Lead grow and mentor a team of developers architects and DevOps engineers in-house and partner-based.
- Enforce modern software development practices (CI/CD test automation observability cloud-native design).
Cross-Platform Integration & Data Flow:
- Manage data flow and orchestration across customer-facing systems ensuring unified customer views and real-time insights.
- Work closely with data analytics and compliance teams to ensure alignment with privacy and governance policies.
GenAI (Supportive Scope):
- Explore and pilot GenAI use cases to support customer service (e.g. call summarization knowledge retrieval) content generation for marketing and automation of repetitive tasks.
- Partner with enterprise AI and innovation teams to integrate approved GenAI capabilities into existing platforms where it enhances experience and productivity.
Technology Delivery & Project Management:
- Manage and oversee the delivery of customer communication technology projects from inception to implementation.
- Ensure the successful integration of communication platforms with CRM systems billing systems and other relevant internal tools.
- Create project timelines milestones and budgets and manage resources efficiently to meet deadlines and quality standards.
Platform Management and Optimization:
- Oversee the configuration management and optimization of communication platforms and tools.
- Monitor system performance and user experience to identify opportunities for improvement and efficiency gains.
- Lead efforts to automate communication workflows and processes improving speed and accuracy while maintaining a high level of customer satisfaction.
Compliance and Regulatory Management:
- Ensure all customer communication adheres to legal and regulatory requirements including data privacy and security standards (e.g. PDPA MAS etc.).
- Implement protocols and procedures to regularly audit and review customer communications to maintain compliance.
Required Experience & Qualifications:
- Bachelors or Masters degree in Computer Science Engineering or related field.
- 10 years of experience in technology delivery with strong architectural engineering and platform leadership experience.
- Proven experience with CRM platforms (Microsoft Dynamics Salesforce) marketing automation tools and enterprise integration.
- Strong background in contact center technologies and their integration into broader customer ecosystems.
- Experience managing large-scale cross-functional technology programs with full accountability.
- Excellent understanding of cloud infrastructure (Azure AWS) API management and security principles.
Preferred Qualifications:
- Exposure to customer data platforms (CDPs) journey orchestration tools and identity resolution frameworks.
- Experience with GenAI tools and frameworks (e.g. OpenAI Azure OpenAI Claude etc.) in applied business contexts.
- Industry experience in telecom banking retail or digital consumer products.
- Certifications in relevant platforms (Dynamics Salesforce AWS/Azure Agile/SAFe).
- Technical Expertise: Strong understanding of communication platforms (email SMS letters etc.) CRM systems and automation tools. Familiarity with API integrations content management systems and related technologies.
- Project Management: Proven experience in managing large-scale projects with expertise in Agile or Scrum methodologies.
- Communication Skills: Excellent written and verbal communication skills with the ability to engage technical and non-technical stakeholders effectively.
- Problem-Solving: Ability to identify complex issues and deliver innovative solutions that address both customer and business needs.
- Customer-Centric Focus: Passion for improving the customer experience and delivering value through effective communication.
- Preferred Skills:
- Experience with customer communication platforms such as Twilio Salesforce and other relevant systems.
- Knowledge of insurance-specific customer communication needs such as policy letters and payment notifications.
- Experience with data privacy regulations and compliance particularly in the context of customer communications.
- Experience with customer document platforms such as Pitney Bowes OpenText or other relevant systems.
Why Join Us
- Lead mission-critical customer technology programs with full autonomy and impact.
- Architect and deliver modern platforms that support both operational excellence and personalized engagement.
- Work with a talented team and best-in-class technology stack with the opportunity to innovate responsibly using emerging tech like GenAI.
- Be part of a transformation journey focused on customer value intelligent automation and digital scale.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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