SAP Head Of Customer Experience (SAP Hybris) ANZ Job in Sydney, Australia

Requisition ID: 186322

Work Area: Sales

Expected Travel: 0 - 70%

Career Status: Executive

Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

POSITION SUMMARY

This position leads the SAP Customer Experience business, which includes five distinct cloud solutions: SAP Marketing Cloud, SAP Sales Cloud, SAP Service Cloud, SAP Commerce Cloud, and SAP Customer Data Cloud.

To build it’s Customer Experience business, SAP has invested heavily in a number of acquisitions including Hybris, CallidusCloud, and Gigya. Businesses need to deliver a seamless customer experience across all communication channels - in-person, on the phone, online, on social media, and via mobile devices. Along our cloud offerings, SAP also offers an on-premises or hosted commerce platform that services both B2B and B2C customers in a wide range of market verticals.

The Hybris omni-channels solutions are top-rated for helping companies innovate faster and sell more. Combined with SAP, the offering is even more powerful. For B2B scenarios, SAP hybris is ranked number one in a recent Gartner report.

With SAP’s Customer Experience solutions, businesses can:

  • Bring sales, service, and social engagement in an integrated SaaS CRM system

  • Gain a 360° view of customers to understand their needs in any given moment

  • Use analytics and predictive insight to improve interactions across all channels

  • 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 CRM solutions

The Customer Experience platform has the following elements:

  • Dynamic customer profile engine

  • Segmentation, predictive analytics and contextual analysis engines

  • Marketing planning, budgeting and orchestration

  • Recommendations and on-site targeting

  • Real-time behaviour-based remarketing

  • Marketing performance management

  • Open APIs to work with an open ecosystem of marketing solution providers

SAP is looking to recruit an outstanding candidate to fill the position of Head of Customer Experience ANZ, reporting to Alexander Davachi (Head of Customer Experience SAP Hybris, APJ) with a dotted line to the Managing Director of ANZ. The position is based in Sydney.

The Customer Experience business has been doing well, notably in ANZ. SAP seeks someone who will take the business to the next level, achieve high double-digit (if not triple-digit) growth rates. The CX solution is equally attractive to existing SAP users as well as those not currently using SAP – thereby providing two engines of growth.

The ideal candidate will bring both the domain expertise (front office, customer engagement) and excellent sales leadership (disciplined process, value proposition, regular cadence). He or she will ideally have experience with both rapid growth at start-up situations and long-cycle big deals at more mature companies. He/she will be able to work well with various sales groups within the entire SAP organization across ANZ; and be able to leverage the entire SAP salesforce to drive sales of Customer Experience solutions.

Responsibilities are to:

  • Work closely with the SAP APJ and SAP ANZ management team to develop, agree and execute on the CX go-to-market across the market unit.

  • Recruit, develop, coach, enable, and motivate a group of high-achieving A-players

  • Understand the need for product innovation from the market and work with the product team to deliver innovation strategy.

  • Demonstrate outstanding sales execution ensuring SAP’s sales methodologies and common processes are in place and defining clear territory engagement guidelines

  • Monitor and take necessary measures to ensure demand generation and adequate pipelines of opportunities for sustainable growth across ANZ.

  • Utilize a disciplined approach for successful solution selling (Value Centric Sales Approach), establishing and maintaining accurate, timely and documented sales revenue forecasting procedures, providing required updates to SAP executive management

  • Build a network of relationships across industry, community and business groups, and with key partners and customers – while staying on top of business issues in order to provide meaningful strategic advice to help customers through integrated solutions

  • Stay current and informed on all new campaigns, understanding their objectives and relevance, communicating to the Sales teams and ensuring all involved know the roles to play in making campaigns successful

  • Support the development of solid SAP CX references

  • Lead and facilitate a governance model that will leverage cross-LoB efforts

  • Involve internal Virtual Account Teams as well as development and support organizations during the early stages of sales cycles in order to help achieve expected results

  • Inspire and influence internal stakeholders, experts and other resources not under direct control; and help remove obstacles to goal achievement

  • Drive each direct or dotted-line team member to deliver on quarterly/annual sales targets

  • Facilitate alignment and communication among sales team, internal/external partners and customers and promptly resolve any conflict to encourage productive interaction

  • Facilitate individual growth and development of Sales team, setting objectives, standards and priorities, coaching and acting as role model on sales approaches & account leadership

  • Manage remote resources, dedicating quality time and leveraging company’s resources

  • Embrace Value University proposal and requirements, leveraging SAP’s available tools and supporting people training initiatives

requirements

Ideal Experience

  • A minimum of 15 years of sales leadership experience across ANZ

  • Deep experience in IAAS or PAAS

  • Sold Customer Engagement solutions and/or CRM, e-commerce, marketing solutions

  • Achieved rapid top-line growth in cloud products

  • Crafted and secured million-dollar software deals

  • Built and upgraded sales organization and capabilities as revenues ramped up

  • Led a highly-disciplined sales process with proper pipelines and accurate forecasts

  • Integrated a smaller acquired company into a much larger multi-unit organization

  • Managed business development, sales operations, presales, services, and support

Key Competencies

  • Sales leadership: Must be an accomplished senior sales leader with sound reputation, gravitas and a successful track record in strategic and consultative sales across a complex region

  • Customizing strategies to build capabilities and achieve revenue growth, with equal focus on selling directly to end-customers and selling internally

  • Upgrading sales teams to become increasingly productive and successful

  • Putting in place disciplined and best-practice sales management processes

  • Visionary and trusted advisor in customer engagement

  • Thought leader in the field of customer engagement and e-commerce

  • Engaging clients’ CXOs, articulating value proposition of CEC solutions – and thereby winning their trust and subsequent business

  • Building and growing a customer engagement solutions organization

  • Leadership across ANZ, and being the driving force for innovation

  • Building and growing a profitable regional organization

  • Taking a portfolio approach to achieve targets, reduce dependency and develop talent

  • Tailoring influence and stakeholder management to leverage partner resources in different markets across the region to amplify limited core capabilities – and to navigate around issues with organizational agility and imaginative solutions

Personal Traits

  • Aggressive and high-energy, yet focused, disciplined and process-driven

  • Reliable, resolute, resourceful and results-oriented; a hands-on entrepreneur

  • Able to get along well with colleagues while putting his/her point across effectively

  • Achievement-oriented with a healthy ambition – yet with ego in check

  • Seen as an authentic leader with impactful leadership and influence

  • Competitive with strong will to win; able to mentor, coach and inspire others to action

  • Positive, can-do attitude

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).

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

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