Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers where your unique contributions drive success.
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 stable, 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.
#LI-Hybrid #LI-LM1
Who we are
Sobeys is one of Canada’s leading grocery retailers, with more than 1,600 stores across all 10 provinces and banners including Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, and Lawtons Drug Stores. Our 128,000 teammates and franchise affiliates are passionate about delivering great food and exceptional experiences to our customers and communities.
Learn more about our story and culture:
Who We Are | Why Work With Us
Total Rewards
We offer a Total Rewards package designed to support teammates at work and in life. Depending on role and eligibility, teammates may receive health and dental benefits, retirement and savings programs including an Employee Share Ownership Plan, a 10% in-store discount at participating banners, virtual healthcare and an Employee and Family Assistance Program, learning and development opportunities, parental leave top-up, and paid vacation.
Sobeys is committed to providing a compensation structure that is flexible, equitable and competitive in the market to enable performance and growth. To learn more about this opportunity including the expected range of compensation in accordance with Pay Transparency Legislation where required please click the “I’m interested” or "Apply" button above. Individual compensation is determined based on qualifications, experience, and internal equity within the range provided.
Additional Information
External websites may share our organization's job postings which includes compensation information based on similar roles and market benchmarks. These figures are provided for general comparison purposes only and are not issued or verified by our organization.
We may use Artificial Intelligence (AI) tools to support efficiencies in the candidate screening, assessment, and recruitment processes. These AI tools do not make hiring decisions on behalf of the Company. Hiring decisions are made by our Hiring Teams.
Sobeys is committed to creating accessible and inclusive hiring processes. We will work with applicants requesting accommodation at any stage of the recruitment process.
Please note: Successful candidates will be required to provide documentation to prove their legal ability to work in the position during the onboarding process. Documentation will be assessed by the employer prior to commencement of work.
