SAP Customer Experience solution Manager

Job Requirements

Strategic Solution Leadership

• Lead the strategy and deployment of the complete SAP Customer Experience application landscape, driving seamless customer journeys across pre-sales, sales, and after-sales operations.
• Architect robust integrations between front-end SAP cloud applications and the core SAP S/4HANA backend to optimize end-to-end Lead-to-Cash and Order-to-Cash cycles.
• Partner with executive stakeholders to align technical solutions with business goals while managing a team of SAP consultants and cross-functional delivery experts.

SAP SD/CX Solution Execution

• Design, configure, and support SAP SD and CX modules in line with business and customer experience requirements.
• Translate sales and customer journey needs into SAP functional solutions.
• Ensure alignment with SAP best practices and scalable system design.

Order-to-Cash Process Management

• Support end-to-end Order-to-Cash (O2C) processes including order creation, pricing, delivery, and billing.
• Ensure accurate and timely order processing and revenue realization.
• Identify and resolve process inefficiencies and operational gaps.

Customer Experience Enablement

• Enable seamless customer journeys across sales, service, and support touchpoints.
• Support CRM/CX capabilities including customer interactions, case handling, and service processes.
• Improve customer satisfaction through system-driven experience enhancements.

Integration with SAP Modules

• Ensure integration of SAP SD/CX with SAP FI (billing), SAP MM (inventory), and logistics modules.
• Resolve cross-functional issues impacting order fulfillment and customer delivery.
• Support end-to-end transaction flow integrity across systems.

Pricing & Billing Governance

• Configure and maintain pricing procedures, discounts, and billing processes.
• Ensure compliance with commercial policies and revenue recognition requirements.
• Resolve pricing inconsistencies and billing issues.

Change Requests & Enhancements

• Analyze, design, and implement change requests and system enhancements.
• Prepare functional specifications and coordinate with technical teams (ABAP).
• Test and validate system changes before deployment.

System Support & Issue Resolution

• Provide day-to-day support to sales and customer service users.
• Diagnose issues, perform root cause analysis, and implement solutions.
• Ensure minimal disruption to business operations.

Implementation & Project Support

• Support SAP SD/CX implementations, upgrades, and rollout initiatives.
• Participate in UAT, data migration, and go-live activities.
• Ensure successful adoption and system stabilization.

Stakeholder Coordination

• Engage business stakeholders to gather requirements and provide system guidance.
• Align commercial processes with SAP capabilities.
• Collaborate with IT and vendors for effective solution delivery.

Compliance & Controls

• Ensure adherence to internal controls, pricing governance, and audit requirements.
• Maintain data accuracy and integrity within sales and customer systems.
• Support audit readiness and reporting.

Documentation & Standards

• Maintain functional documentation, configurations, and process workflows.
• Ensure adherence to SAP standards and governance frameworks.
• Support user training and knowledge transfer.

Minimum Qualifications

• University degree

Minimum Experience

• 8 - 10 years of relevant experience

Language Requirements

• Arabic: Advanced
• English: Advanced