Business Manager - CX Consulting

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.

ABOUT OUR TEAM/LOB

SAP Customer Experience is uniquely positioned as its focus customers are the thousands of enterprise businesses already using SAP for finance, supply chain, HR, and other services. SAP’s existing customers can benefit from connecting their back office with their front office—connecting their finance and marketing with supply chain and commerce. Innovation today is faster and has lower cost when data is connected.

Today, SAP CX (Customer Experience) offers customers the leading solutions in e-commerce, sales force automation, service automation, marketing and personalisation engines, customer retail solutions and management, all supported by AI. Our vision is to help organisations improve how they market, sell, and service their customers.

SAP will continue to expand and grow its offering across Customer Experience both organically and inorganically.

With SAP’s Customer Experience solutions, businesses can:

• Bring sales, service, commerce, and social engagement to an integrated SaaS CX system. The intelligent customer experience (CX) supports end-to-end processes to help our customers get the most from their SAP software.
• Gain a 360° view of customers to understand their needs anytime.
• Use analytics and data-driven insights (AI) to improve interactions across all channels at scale.
• Transform at the speed of customer expectations with a hybrid composability approach. Our feature-rich core provides enterprise-grade capabilities, and a vast ecosystem of partner solutions allows you to deploy customised experiences rapidly.
• Run your business anywhere, anytime, on any device with a mobile-first approach.
• Get up and running quickly and cost-effectively with subscription-based cloud CX solutions, like composable e-commerce, marketing, sales cloud, service cloud and customer data solutions + ISV solutions.

Key Areas of Responsibility and Tasks

• Owns the overall CX (Customer Experience) Services business for the Japan, Greater China and South Korea MUs
• Responsible for services delivery success, general management, and GTM for the Japan, Greater China and South Korea MUs
• Owns the CX Japan, Greater China and South Korea MUs P&L (if applicable), accountable for achieving operational & financial KPI targets (e.g. revenue, contribution margin, team utilization, etc.) and customer satisfaction scores
• Accountable for accurate and predictable KPI tracking, forecasting, and business inspection processes within the Japan, Greater China and South Korea MUs
• Accountable for supporting CX LoB in achieving other value multiplier KPIs within region. (Deployed ACV, Cloud Adoption, Go-Lives, ACV new logo targets, and Renewal rates)
• Accountable for the Services strategy on each account, as defined by account planning and the regional/global initiative & campaigns (if applicable) recommendations and operating model
• Leads initiatives and other business development resources within Japan, Greater China and South Korea MUs to work closely with SAP services sales (SAEs), SAP license sales, SAP CS&D MU Leads and Solutioning Centers, and key partner (SI) stakeholders to identify, develop, and win targeted services opportunities (Education, Project safeguarding, Projects and Solution adoption),
• Closely aligns with the CX Global Business Office and, as required, Plan, Recruit, Onboard and Manage the team of Experts, Architects, Consultants, & Engagement Managers in the Japan, Greater China and South Korea MUs
• Owns organizational team sizing strategy including capacity planning and headcount control processes

Professional Experiences

• 10+ years consulting delivery experience (Cloud & On-premises) in CRM/ CX, Commerce Cloud, Sales Cloud, Service Cloud, Marketing Cloud or related IT, and business technologies
• Prior people management experience, services delivery experience and/or CX domain experience is a plus. Strong track record of managing teams across different cultures and matrixed team environments
• Cloud transformation experience preferred. With ability to focus on post-go live, cloud adoption services as we shift toward a model that favours value assurance services over SAP primed projects
• Strong working knowledge of regional Partner & SI ecosystem and willingness to collaborate on GTM strategies
• Strong understanding of SaaS software deployments & marketplace
• Strong understanding of SAP MU organizational structures
• Strong understanding of consulting financials and business metrics
• Sound knowledge of the regional market & landscape and SAP solutions versus competitor’s solutions
• Collaborative team builder across organizational and geographical boundaries
• Exceptional leadership skills. Energizes and inspires team with a positive attitude, focus on employee empowerment and individual recognition
• Demonstrated consulting operational skills including expertise in business reporting & predictable KPI forecasting
• Travel (up to 50%)
• Must be fluent in English (Written and Verbal) and Japanese . Additional languages such as Korean or Chinese a bonus

Educational Requirement

• University degree or equivalent work experience. Master’s Degree in Business, IT or Management is preferred

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.

Successful candidates might be required to undergo a background verification with an external vendor.

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: 445197 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid