Marketing Inbound Specialist

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Title: Marketing Inbound Specialist

Location: SAP office, Vancouver

About Digital Conversion & Commerce

The mission of Digital Conversion & Commerce is to increase prospect-to-customer conversion by optimizing how SAP turns demand signals into suitable actions across marketing, sales, and digital commerce channels. We achieve this by orchestrating contact development, sales handoff, and digital buying tactics to accelerate the customer journey and provide an improved experience for the GenAI era.

As such, the teams’ activities are deeply embedded in and central enabler for SAP Marketing’s demand generation programs that deliver pipeline and revenue for SAP. We contribute to overall Marketing success by executing global lead qualification and conversion processes at scale. We constantly improve operational excellence and advance our technical and procedural capabilities to adopt to market standards, react to changed customer expectations and leverage technology to increase efficiency and effectiveness.

Within this group, we are looking senior marketing specialist, to enhance our capabilities in regard to inbound customer request handling. This person will be accountable for defining SAP’s business requirements, strategy and roadmap how to provide best in class customer service through the currently provided inbound channels chat, phone and e-mail. The Marketing Specialist Inbound is responsible for global business outcomes, platform adoption, value realization, and strategic evolution of SAP’s inbound capabilities. The Marketing Specialist Inbound translates business strategy into product direction while driving continuous process enhancements. Currently, this work is specifically concerned with leveraging generative AI capabilities to increase scale and quality of service provided and handling multi-modal input and output through these channels.

What you'll do:

Business Product Ownership

• Define and maintain the product vision, business roadmap, and prioritization aligned to SAP’s GTM strategy.
• Own business KPIs (adoption, quality, efficiency, time-to-value) and ensure product decisions are outcome-driven.
• Own prioritization and trade-off decisions across competing business needs, balancing speed, scale, risk, and long-term platform sustainability.

Platform Leadership

• Own business direction for a defined area within an integrated marketing technology stack spanning e-commerce, lead management, CRM, analytics, and supporting communication and data platforms.
• Drive platform evolution to address scale, performance, and usability and gaps surfaced
• Ensure platforms are fit for enterprise AI usage, including structured content, metadata, and discoverability.
• Own the end-to-end product lifecycle from discovery and validation through delivery, adoption, optimization, and deprecation.

Cross-Functional Leadership & Influence

• Serve as the bridge between business and technology, translating ambiguous business needs into clear product outcomes.
• Lead through influence, clarity, and prioritization without formal people management.
• Stay closely connected to end users and stakeholders through direct engagement, feedback loops, and usability insights to inform prioritization and product direction.

Data, Governance & AI Readiness

• Champion data quality, governance, and consistency across platforms.
• Ensure solutions meet compliance, privacy, and enterprise standards.
• Drive initiatives to make SAP’s inbound systems AI- and LLM-ready, including depth, structure, semantic clarity, performance, and accessibility considerations.
• Use insights and analytics to guide roadmap decisions and demonstrate ROI.

What you bring:

• Experience marketing or sales expert that understands customer experience and satisfaction and what makes a great experience
• Experience in working and networking with business and IT functions.
• Ability to build and implement operational processes, define responsibilities, and continuously optimize for efficiency and outcome.
• Analytical mindset and conceptual thinking
• You execute: The Digital Conversion and Commerce team has a hands-on culture, and this job is a hands-on role. Every inbound inquiry counts.

Education & Experience:

Minimum qualifications:

• 5+ years of work experience in the IT industry and B2B sales
• Excellent understanding market standard inbound handling tools and technology
• Excellent understanding of digital marketing execution
• Experience in defining and implementing business capabilities with IT
• Experience in rolling out new or updated processes and measure adoption/usage
• Excellent written and verbal communication skills
• Successful deployment of natural language/LLM AI chat or voice bots
• Competence & experience developing operational reporting and dashboards in SAP Analytics Cloud
• Successful deployment of integrated Contact Center solutions
• Proven ability to translate vision into operational procedures and requirements
• Passion for technology in the business context

Preferred qualifications:

• Bachelor or advanced degree in Sales & Marketing or Computer Science
• Experience in working in a matrixed large organization
• Experience as a customer service agent or sales development representative
• Ability to communicate in multiple languages

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 88,800-191,100 (CAD). The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com.

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 452410 | Work Area: Marketing | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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