TS&O Digital Enablement Lead

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

TS&O Digital Enablement Lead is member of the TS&O Hub Europe and builds a digitally enabled organization by empowering Hub and Operational Companies, to adopt and use digital products effectively and responsibly. As part of the Global Competence Centre Digital Enablement within TS&O, this role focuses on implementing the Digital Enablement strategy across portfolios in alignment with the Portfolio Owners, ensuring alignment with business needs and seamless adoption of digital tools across European Operational Companies.

As a senior member of the TS&O Hub Europe and the Global Digital Enablement Competence Centre, you will sit at the intersection of service management, customer success, and digital transformation. You will be accountable for how TS&O services are experienced, adopted, operated, and continuously improved—turning strategy into sustainable business outcomes.

This role is critical to ensuring TS&O Digital Products become trusted, high-performing services used daily by OpCos. You will directly shape service quality, customer satisfaction, and long-term value delivery across Europe.

Your responsibilities would include:

• Digital Enablement and Customer Relationship Management:

• being a team member of the Global Competence Centre Digital Enablement

• working closely with TS&O portfolio owners to tailor the Digital Enablement vision to their portfolios

• shaping the Digital Enablement strategy for Operational Companies in the region, focusing on change management, communication, upskilling frameworks, and tool adoption

• overseeing and managing multiple digital enablement initiatives within TS&O

• serving as the primary point of contact for OpCos within the region, ensuring successful adoption and continuous use of D&T products and services

• building and maintaining strong relationships with key stakeholders, including senior executives and decision-makers, to understand business goals and challenges

• acting as the voice of the customer within the TS&O Hub, providing structured feedback to product teams to inform product development and enhancements

• Collaboration with Product Teams:

• partnering with Product Teams to ensure customer needs and pain points are reflected in product roadmaps

• collaborating on product launch strategies to ensure OpCos are fully supported and prepared for new releases and updates

• participating in product testing and providing customer-centric feedback to improve usability and functionality

• acting as a bridge between TS&O Product Owners, OpCo D&T and Business Teams, and implementation partners to ensure smooth collaboration and communication

• collaborating with TS&O Product Owners and OpCos to ensure digital tools and technologies are responsibly designed for seamless adoption

• Onboarding and Training:

• leading the onboarding process for new OpCos to ensure effective utilization of products and services

• developing and delivering training sessions, webinars, and documentation covering best practices and new features

• monitoring customer progress during onboarding and providing proactive support to address issues and concerns

• Customer Success Strategy and Execution:

• developing and implementing customer success plans tailored to individual OpCo needs, focusing on defined business outcomes

• analysing customer usage data and performance metrics to identify opportunities for improving satisfaction and driving adoption

• proactively identifying and addressing risks that could impact customer satisfaction or retention

• Issue Resolution and Escalation:

• acting as a liaison between OpCos and internal support teams to resolve technical issues efficiently

• managing escalations effectively, ensuring timely resolution and transparent communication with customers

• Customer Feedback and Continuous Improvement:

• gathering and analysing customer feedback to identify trends, challenges, and improvement opportunities

• working closely with product and support teams to implement changes based on customer insights

• continuously seeking opportunities to enhance the customer experience and increase overall satisfaction

• People Management & Development:

• leading, inspiring, and motivating team members to achieve individual and collective performance goals

• recruiting, developing, and retaining high-performing talent within the team

• promoting and demonstrating Heineken behaviours consistently

• driving an inclusive, diverse, and trust-based environment while empowering individuals and teams and acting as a role model.

You are a good candidate if you have:

• Bachelor’s or Master’s degree in IT, Engineering, or Technical Business disciplines
• 8-10 years of experience in IT industry
• 5-7 in a Customer Success, Account Management, or similar role within the IT industry
• 5 years’ experience, in working with external vendors, resources and contracts
• 5 years’ experience of working with OpCos
• 5 years’ experience of working in agile teams in multi-cultural environment
• demonstrated people leadership capability
• strong understanding of IT Services, Products, and Operating Models, with the ability to quickly learn new technologies
• experience in Agile, multicultural environment
• excellent communication skills (both verbal and in writing); ability to communicate well with technical and non-technical people and stakeholder management skills
• analytically and quantitatively strong, highly structured
• fluent English; additional languages are a plus.