Summary

In this role you will lead Hexagon Manufacturing Intelligence's Customer Engagement Applications function, consisting of approximately 38 internal and external team members responsible for commercial applications and customer-facing digital platforms. This is a critical leadership role within MI's IT Modernisation Programme, supporting the implementation of the new Hexagon Way operating model and driving closer collaboration between IT and the business. The Customer Engagement technology landscape—including Salesforce, CPQ, Service applications, Customer Portals and customer-facing websites—is fundamental to enabling commercial growth, delivering exceptional customer experiences, and supporting Hexagon's digital transformation. This role combines strategic leadership, technology portfolio ownership, business partnership and operational excellence.

Job Responsibilities

Strategy & Leadership

• Define and execute the long-term strategy and roadmap for Customer Engagement Applications in partnership with divisional business leaders and IT stakeholders.
• 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.
• 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.
• 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:

• Salesforce CRM
• CPQ platforms
• Service applications
• Customer Portals
• Customer-facing websites
• Customer Engagement digital platforms

Responsibilities include:

• Managing business demand and prioritisation
• Developing strategic technology roadmaps
• Overseeing application lifecycle management
• Ensuring application performance, stability and continuous improvement
• Managing production support and operational excellence
• Driving platform adoption and business value

Delivery & Transformation

• Lead the delivery of Customer Engagement projects and programmes, ensuring initiatives are delivered on time, within budget and to the highest quality standards.
• Coordinate cross-functional teams, external vendors and business stakeholders to deliver end-to-end customer processes across lead-to-order, customer service and support.
• Translate business requirements into scalable enterprise solutions that improve customer acquisition, retention and satisfaction.
• Drive continuous improvement across platforms, processes, security and service quality.
• Support release management, issue resolution and production support activities.
• Ensure appropriate technical and functional documentation is maintained.

Vendor & Stakeholder Management

• Own relationships with Customer Engagement technology vendors and implementation partners.
• Manage vendor performance, commercial agreements and contractual obligations.
• Collaborate closely with enterprise architecture, infrastructure, security and other IT teams to ensure alignment with enterprise standards.
• Provide regular reporting on portfolio performance, delivery progress, risks and business outcomes to senior IT and business leadership.

Governance, Risk & Compliance

• Ensure effective governance across the Customer Engagement Applications portfolio.
• Support IT risk management, compliance and security initiatives.
• Promote structured change management and adoption across the business.
• Champion Agile, DevOps and modern delivery practices to improve speed, quality and customer value.

Qualifications

Required Qualifications

• Bachelor's or Master's degree in Information Technology, Computer Science, Business Administration, Marketing or a related discipline.
• Significant experience within commercial technology domains such as Sales, Marketing, Customer Service or CRM.
• Proven experience leading, delivering, managing or architecting enterprise solutions on Salesforce or comparable CRM platforms.
• Demonstrated success leading technology teams and managing complex stakeholder environments.
• Strong commercial acumen with the ability to align technology investments with business strategy.
• Excellent communication, influencing and problem-solving skills.
• Experience working with Agile delivery methodologies and DevOps practices.

Preferred Qualifications

• Experience leading hybrid teams of internal employees, contractors and external delivery partners.
• Previous experience leading teams through business or IT transformation programmes.
• Experience managing enterprise Customer Engagement platforms including Salesforce, CPQ, Service applications and customer portals.
• Salesforce certifications (Administrator, Sales Cloud Consultant or equivalent).
• ITIL and/or TOGAF certifications.
• Project and Agile certifications such as PMP, PRINCE2, SAFe or Scrum.

Why Join Hexagon?

At Hexagon, we are transforming manufacturing through data, software and digital innovation. Our Customer Engagement Applications enable thousands of customers and employees worldwide to connect, collaborate and deliver outstanding customer experiences.

This is an opportunity to shape the future of our commercial technology landscape, lead a talented international team and play a key role in one of Hexagon Manufacturing Intelligence's most important IT transformation programmes.