Service Delivery Manager, Customer Experience/CX, MENA
SAP -
Dubai, United Arab EmiratesPosted 4 years ago136People have clicked1 open position
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