SAP CX Manager

Quick Facts

• Role: SAP CX Manager

Description

Manage the SAP Customer Experience (CX) portfolio end-to-end—from business acquisition and presales to consulting, implementation/migration, and operations. Own business and financial KPIs (order intake, revenue, project margin, cost coverage, gross margin) as well as customer satisfaction metrics (CSAT, NPS). Build and evolve SAP CX business cases, optimize service offerings based on market needs and profitability, and lead customer-centric delivery.

Responsibilities

• Lead SAP CX portfolio responsibility across presales, consulting, implementation/migration, and operations

• Develop and optimize SAP CX services and solutions according to market, technology, and business potential

• Drive KPI performance for business and finance and monitor customer satisfaction (CSAT, NPS)

• Create business cases including competency planning, capacity planning, and regular performance reporting

• Identify new portfolio opportunities and decide whether to maintain or withdraw services based on profitability and market potential

• Partner with Sales and Presales to identify opportunities, prepare offers, and develop client relationships

• Build and implement a customer-centric ownership model for managed customers

• Manage escalations and ensure contractual obligations and delivery commitments are met

• Strategically manage resources across internal teams, cross-border delivery units, and external partners

• Ensure operational efficiency, competitiveness, delivery quality, productivity, and optimal team utilization

• Develop SAP CX competencies and build an expert community for knowledge sharing

• Collaborate with business units, sales teams, global SAP experts, and partners to grow the portfolio and business

Requirements

• University degree; Master’s level or equivalent preferred

• Minimum 5 years of professional experience, including: at least 4 years in SAP consulting or SAP customer support, and at least 4 years in presales and business development

• Experience in sales, management, and/or project management

• Proven sales leadership and portfolio management experience

• Very good knowledge of the SAP enterprise environment; SAP Customer Experience experience is a plus

• Experience managing business outcomes, sales, margin, and resources

• Fluent German and English (spoken and written)

• Strong communication skills, customer focus, and an entrepreneurial mindset

• Experience working at management level / senior stakeholder management

Benefits

• Private medical care

• Subsidy for a sports card

• Ongoing support from a consultant

• Employee referral program