Head of Workforce Planning at Xero focused on optimizing Customer Experience resources and implementing AI - driven workforce strategies. Leading a global team and enhancing operational efficiency.
About the role
- Head of Customer Experience responsible for SAP customer lifecycle management within AGILITA. Leading teams, customer strategies, and service quality in an innovative environment.
Responsibilities
- Overall responsibility for the customer lifecycle after go-live
- Joint definition of customer roadmaps and active support during their implementation
- Management and continuous development of service and operating models
- Leadership of team leads for Application Management Services (AMS), SAP Basis & platform operations
- Direct management of employees in Adopt & Operate and SAP license management, maintenance contracts and renewals
- Responsibility for service quality, SLAs, renewals and profitability
- Central escalation point for customers and internal teams
- Close collaboration with executive management, Sales, Consulting, Finance and SAP
Requirements
- Several years of experience in SAP service, operations or customer lifecycle roles
- Strong understanding of SAP licensing models, maintenance and service contracts
- Experience in leading managers and team members
- Strong customer focus and entrepreneurial mindset
- Structured, reliable and an excellent communicator
Benefits
- Key role with high visibility and scope to shape the function
- Direct influence on customer retention and long-term customer development
- Close collaboration with SAP and strategic relevance for the group
- Dynamic environment with growth, innovation and short decision-making paths
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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