Job description

1. 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.

2. 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.

3. Partner with executive stakeholders to align technical solutions with business goals while managing a team of SAP consultants and cross-functional delivery experts.

• 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.

• 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.

• 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.

• 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.

• Configure and maintain pricing procedures, discounts, and billing processes.

• Ensure compliance with commercial policies and revenue recognition requirements.

• Resolve pricing inconsistencies and billing issues.

• 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.

• 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.

• Support SAP SD/CX implementations, upgrades, and rollout initiatives.

• Participate in UAT, data migration, and go-live activities.

• Ensure successful adoption and system stabilization.

• 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.

• 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.

• Maintain functional documentation, configurations, and process workflows.

• Ensure adherence to SAP standards and governance frameworks.

• Support user training and knowledge transfer.

Skills

Technical / Professional Knowledge

Problem Solving 

Analytical Thinking 

Quality Orientation 

Building Positive Working Relationships