Head of Customer Engagement

About the role

The Head of Customer Engagement will define and execute Wellington IT's strategy for engaging its credit union clients. Reporting to senior leadership, you will lead a team of Business Development Managers, ensuring consistent, high‑quality relationships across the portfolio and driving satisfaction, retention and advocacy.

Key responsibilities

• Shape and implement a customer engagement strategy and standardized playbooks for all accounts.
• Set and monitor satisfaction, retention and advocacy targets for the BDM team.
• Manage relationships during sector consolidation, partnering with Professional Services to ensure continuity.
• Stay abreast of regulatory changes (Central Bank of Ireland, Credit Union Act, DORA) and embed compliance into engagement plans.
• Align engagement priorities with broader business objectives in collaboration with cross‑functional teams.
• Oversee proactive relationship management and act as senior escalation point for complex or high‑value matters.
• Support customers' strategic growth agendas, positioning Wellington IT solutions for mortgages, current accounts, SME lending and digital services.
• Represent customer needs strategically at the functional level and ensure consistent external messaging.

Required profile

• Proven senior leadership experience in customer engagement or business development, preferably within financial services or credit unions.
• Deep understanding of the Irish credit union regulatory environment and operational‑resilience requirements.
• Strong strategic thinking with the ability to translate customer insights into actionable plans.
• Excellent communication and stakeholder‑management skills, with a track record of influencing cross‑functional teams.
• Willingness to travel occasionally for industry events and on‑site customer visits.

Required skills

What we offer

• Opportunity to shape the engagement strategy for a leading IT provider to the credit union sector.
• Leadership of a dedicated BDM team with clear performance targets.
• Hybrid working model with remote flexibility and Belfast office access.
• Competitive remuneration package aligned with senior market rates.