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Service Delivery Manager, Customer Experience/CX, MENA

SAP
Dubai, United Arab Emirates
Posted 4 years ago
136People have clicked1 open position
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Job Details

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Job Description

  • Define, position and manage the delivery of our services: Success plan, Quality assurance, Experts on Demand, Migration across the customer experience portfolio
  • Focus on the Middle East Region with strong focus on UAE and KSA
  • Responsible for the management and co-ordination of both the customer and partner of assigned engagements to ensure successful service delivery
  • Actively participate in high-level workshops and project setup planning with partners/customers for their CX projects
  • Support escalations of CX projects and design and deliver a service plan to de-escalate.
  • Be the single point of contact for CX services in the region
  • Ensuring all service revenue and margin opportunities are maximized
  • Pre and post sales involvement in commercial and contractual negotiations
  • Working closely with the local Customer Account Management and Channel Management for services and subscriptions

Job Requirements

Professional Experience:

  • Customer facing experience
  • Sound experience in a customer relationship process and tooling
  • Marketing CRM, Ecommerce / Multichannel knowledge
  • 9+ years experience in a sales or delivery role
  • Previous experience in a software product or services company
  • Willingness to travel regularly in the region
  • Experience in working in sales / bid environments
  • Sound understanding of technical principles

Required Skills:

  • Very good English language skills (verbal & written), Arabic is an added bonus
  • Excellent communication skills
  • Cultural sensitivity and adaptability
  • Calm and focused under pressure
  • Achievement orientation, creative thinking and enthusiasm
  • Open-minded
  • Very good presentation skills
  • Strong organizational skills
  • Self-motivated, ability to pick up things quickly
  • Sound knowledge in all MS Office tools

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