SAP Customer Experience solution Manager

Own and execute SAP SD and CX functional delivery by configuring, supporting, and optimizing sales, order-to-cash, and customer experience processes within SAP Sales and Distribution and SAP Customer Experience to enable seamless customer journeys, accurate order execution, and revenue realization, while ensuring integration across systems and alignment with business and commercial objectives.

KEY ACCOUNTABILITIES

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.

Technical / Professional Knowledge

Problem Solving 

Analytical Thinking 

Quality Orientation 

Building Positive Working Relationships