Customer Engagement Delivery Lead - Salesforce

Hexagon Manufacturing Intelligence; Barcelona; Presencial; EUR 120.000 - 160.000; Jornada completa

Descripción de la vacante

Hexagon Manufacturing Intelligence is seeking a Customer Engagement Delivery Lead in a hybrid Barcelona role. You will own the strategy and roadmap for Customer Engagement Applications, lead a ~38‑strong team of internal staff and external partners, and drive the Hexagon Way operating model across the function, ensuring governance and strong collaboration with Sales, Marketing and Customer Service.

You will manage a broad portfolio including CPQ platforms, service applications, customer portals

Formación

• Bachelor's or Master's degree in Information Technology, Computer Science, Business Administration, Marketing or a related discipline.
• Significant experience in commercial technology domains such as Sales, Marketing, Customer Service or CRM.
• Proven experience leading technology teams and managing complex stakeholder environments.
• Experience working with Agile delivery methodologies and DevOps practices.

Responsabilidades

• Lead the long-term strategy and roadmap for Customer Engagement Applications in partnership with business leaders and IT stakeholders.
• Manage a high-performing team of approximately 38 internal employees and external partners.
• Drive the Hexagon Way operating model across the function with governance and delivery processes.
• Build relationships with Sales, Marketing, Customer Service to translate priorities into technology solutions.
• Own lifecycle management of the Customer Engagement technology portfolio (Salesforce, CPQ, Service apps, portals, websites).
• Coordinate cross-functional teams, vendors and stakeholders to deliver end-to-end processes.
• Translate business requirements into scalable enterprise solutions and drive adoption and business value.
• Provide regular portfolio performance reports to IT and business leadership.
• Champion Agile, DevOps and modern delivery practices to improve speed and quality.

Conocimientos

Leadership

Stakeholder management

Salesforce CRM

Agile methodologies

DevOps practices

Strategic planning

Communication

Educación

Bachelor's or Master's in IT/CS/Business/Marketing

Herramientas

Salesforce

CPQ platforms

Descripción del empleo

Job title: Customer Engagement Delivery Lead

Location: hybrid, Barcelona

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.

• 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.

Own the complete lifecycle of Hexagon Manufacturing Intelligence's Customer Engagement technology portfolio, including:

• CPQ platforms
• Service applications
• Customer Portals
• Customer‑facing websites

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.
• 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.
• 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.

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?

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.