Head of Intelligent Enterprise Customer Experience
Vor 2 Tagen
**What we offer**
**ABOUT THE ROLE**
We drive IT modernization and enable rock-solid system operations of CX web channels while managing our available resources. Ensure high availability of SAP Customer Experience Applications Manage within given resources and automate key Customer Experience operational processes (e.g. Deployments, Test Automation) Transform identified/applicable SAP Customer Experience systems to state of the art cloud solutions.
Within Intelligent Enterprise Solutions, the Global Head of IE Customer Experience Solutions will report to the CIO and lead a team of highly professional leaders who drive the following areas:
- Digital Collaboration Solutions
Simplifies the customer experience through a clear delivery focus on Customer Portals, SAP Community and Employee Web channels. Aims to harmonize the experience across these channels with digital cross capabilities like E-Commerce, Identity & User Management, Experience Management and Search.
- Marketing Solutions
- Customer Influence & Interaction
Provides direct & indirect services and channels, such as SAP for Me, Identity & User Management, and SAP Trust Center, for the entire customer lifecycle by focusing on customer and business views. Bringing customers and development teams together in all development phases to jointly shape SAP’s future solutions. Connecting requirements to SAP’s strategy through customer councils, customer influence programs, user groups, and individual dialogue to ensure a closed customer feedback and engagement loop across all services and self-services.
- Go to Market Processes
Connects, harmonizes, simplifies and scales GTM business processes together with business owners to create demand for our unique value proposition to customers that enhance the overall customer experience and business outcomes. With multidisciplinary expertise, we offer business-led and insights-driven consulting, process design, documentation, enablement and performance measurement.
- Architecture & Universal Capabilities
CXS Architecture is a unified CXS wide technical Architecture discipline to assure design and technology consistency and cohesion across CXS. CXS Universal Capabilities builds and adapts foundational technology Capabilities that are often use case agnostic and can be leveraged by the various CXS subdomains as accelerators, with emphasis on Data & Analytics services.
- CXS Transformation & Operations
Responsible for customer experience strategy, orchestrating and driving the CXS transformation agenda as well as for business management and operations within the CXS organization.
**RESPONSIBILITIES**- Responsible for e-commerce and technology marketplaces
- Own global SAP technology events and event experience in partnership with the global marketing events team
- Act as Technology Leader for Customer Success
- Evangelize Service Now Corporate Center of Excellence
- Responsible for coordinating with and leveraging SAP Global Demand Center infrastructure and to accelerate digital initiatives
- Partners with SAP Customer Experience COE and Regional Sales leadership to train, enable, and optimize velocity and conversion of leads from global digital campaigns to acceptance by the SAP Customer Experience field organization
- Owns end-to-end customer experience solutions, from strategy to delivery excellence
- Responsible for building and managing worldwide customer community, including regular program of community engagement through digital events; knowledge and ownership of customer engagement tools and ticketing systems
- Responsible for coordinating with SAP Customer Experience General Managers and Product Marketing for executing targeting installed base marketing programs to support product launches, migrations, cross-sell and upsell
- Leading CXS’s transformation towards a business functional customer-centric organizational model.
**REQUIREMENTS**
- MBA or advanced degree in related discipline (e.g., Business Administration, Engineering or Computer Science) required.
- Deep understanding of and publishing history towards SAP, ERP systems, and the IT market / future trends within marketing 2.0, Org structuring of technology organizations
- Technology Leader with a strong footprint in marketing and or digitalization, a Marketing Leader with a strong technology footprint or a Product Engineering Leader in Customer Experience
- Thought leader in Digitalization and Digital Experience area, also bringing in outside in views of latest technologies, comparable to a Chief Digital Officer
- Well-rounded understanding of strategy execution and business operations
- Strong marketing 2.0 technology experience w/ technology transformation knowledge through inhouse digital transformation projects spanning multiple countries in both large enterprises as well as management consultancies
- Successful leading a high performing team in a highly matrixed organization
- Demonstrated ability to drive change and to influence th
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