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customer experience strategist

Apple

<p>Marcom is the creatively-led global team that oversees Apple&rsquo;s consumer facing marketing. We ensure the flawless development and execution of world-class communications across all medias and platforms. Every day, hundreds of millions of Apple customers around the world interact with our products. We drive the strategy and creative work that provide both new and existing customers with simple, engaging and inspiring marketing experiences.<br>
<br>
The Channel (Partner) Strategist plays a vital role in shaping how we show up within our partners' marketing, advertising and customer experience. They will combine a deep understanding of brand and business opportunities both within Apple and our partners&rsquo; organizations, along with consideration for customer needs throughout their journey, to develop initiatives that drive ours and our partners' business.<br>
<br>
<b>Description</b><br>
The Channel Strategist is a highly cross-functional role and partners closely with Channel Cross Functional, Partner Communications, Brand Strategy, Sales, Interactive and Creative teams to identify and develop effective and innovative work that solves marketing and business challenges. This role focuses on designing initiatives that scale to partners in markets across CEMEA. It will include work across content and campaigns, online experience, e-commerce, advertising, media, social, CRM and in-store. This is a partner-facing role involving regular collaboration with key external partners.<br>
<br>
&quot;,&quot;responsibilities&quot;:&quot;Partnering with Partner Comms, Channel, Brand, Creative and Interactive teams to drive innovative, effective and world-class creative work
<br>
Collaborating within the organization to gather insights and develop clear and actionable briefs across a range of creative and strategic outputs including connections, UX, in-store experience, comms and brand<br>
Conducting research and connecting teams to develop strategic opportunities in channel, covering business and brand goals, relevant context, key insights, prioritized focus areas and KPIs and measurement<br>
Implementing measurement frameworks and ways to analyse and optimise the success of initiatives<br>
Leading workshops and strategic conversations (internal and external) that include, amplify and align disparate points of view to find shared areas of focus<br>
Building relationships and demonstrate influence with diverse and senior stakeholders
<br>
Supporting initiatives across the organization that extend into channel with strategic insights to enable their value and success<br>
Participating in cross-functional annual planning to define opportunities in channel that support organizational goals<br>
<br>
<b>Preferred Qualifications</b><br>
Experience working with retailers and delivering strategy for e-commerce and social platforms, either in-house or in an agency capacity<br>
History of working in a strategic role in-house, preferably for a global brand with similar channel initiatives
<br>
A bold, entrepreneurial mindset with the curiosity and drive to pursue new opportunities<br>
Strong ability to connect dots and quickly identify the correct strategy, especially when there are many possible options<br>
Highly collaborative with the agility to lean into and build on diverse viewpoints<br>
BA or BS degree in relevant major is useful.<br>
<br>
<b>Minimum Qualifications</b><br>
10+ years experience in a strategic role at a brand or agency<br>
Deep understanding of current full-funnel brand, marketing and customer experience approaches, including digital and traditional
<br>
Proven track record of connecting business and marketing objectives with effective customer-facing solutions
<br>
Strong communication skills, with the ability to write and deliver a clear and actionable brief<br>
Experience in understanding, interrogating and distilling data and insights from a broad range of sources<br>
Skilled at creating clarity and alignment with senior and cross-functional team members, across both internal and partner organizations
<br>
Fluency in English is required<br>
<br>
At Apple, we&rsquo;re not all the same. And that&rsquo;s our greatest strength. We draw on the differences in who we are, what we&rsquo;ve experienced, and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. We will work with applicants to make any reasonable accommodations.</p>

CEMEA Channel Strategist

Al Ghurair

<div>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 We are seeking a detail-oriented and analytical Customer Experience Analyst to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data-driven recommendations to enhance customer satisfaction and engagement.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  OPERATIONAL
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Define and document business requirements, workflows, and customer journey maps.
  </li>
  <li>
   Lead designing and implementing CX research methodologies, including surveys, focus groups, and user testing.
  </li>
  <li>
   Ability to analyse quantitative and qualitative data to uncover customer insights.
  </li>
  <li>
   Understanding customer journeys and identifying friction points.
  </li>
  <li>
   Creating and analysing surveys using platforms like CXM tools
  </li>
  <li>
   Proficiency in tools like Power BI, Tableau, or Excel for clear storytelling.
  </li>
  <li>
   Familiarity with regression, correlation, segmentation, and trend analysis using tools
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  PEOPLE MANAGEMENT
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Support design development of dashboards and reports to track key CX metrics and business performance.
  </li>
  <li>
   Ensure data integrity and maintain accurate documentation of research insights and business processes.
  </li>
  <li>
   Work with IT and data teams to integrate customer insights into business intelligence tools and systems.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  PRODUCT / PROCESS IMPROVEMENT
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Support design development of dashboards and reports to track key CX metrics and business performance.
  </li>
  <li>
   Present findings and strategic recommendations to stakeholders and senior management.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Knowledge in CX and Certification in Data Analysis
  </li>
  <li>
   Bachelors Degree in Computer Science &amp; Engineering or similar disciplines
  </li>
  <li>
   Strong analytical skills with experience in customer data analysis and visualization tools (e.g., Excel, Power BI)
  </li>
  <li>
   Excellent communication and presentation skills with the ability to translate data insights into actionable recommendations
  </li>
  <li>
   Experience working on IT system, Microsoft technologies or any system implementation project is preferred
  </li>
  <li>
   Proven experience in journey mapping, customer insight analysis, customer interactions, understanding of behavioural and attitudinal drivers.
  </li>
 </ul>
</div>


Analyst - Customer Experience

Tabby | تابي

<div>
 <p>
  <strong>
   Department:
  </strong>
  Training and Quality
 </p>
 <p>
  <strong>
   Location:
  </strong>
  UAE
  <br/>
  <br/>
 </p>
 <strong>
  Description
  <br/>
  <br/>
 </strong>
 About the role
 <br/>
 As a Process Analyst, you will play a key role in optimizing and standardizing customer and partner support operations. Your work will directly impact customer satisfaction and operational efficiency by analyzing, designing, and implementing process improvements. You will collaborate closely with cross-functional teams, including customer support agents, ops-managers, the Training team, Product, and other stakeholders, to ensure processes are customer-centric and aligned with organizational goals.
 <br/>
 <br/>
 A strong background in customer support is critical for this role, as you will leverage your expertise to identify pain points, design effective workflows, and ensure seamless customer experiences.
 <br/>
 <br/>
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 Process Optimization:
 <ul>
  <li>
   Apply your deep understanding of customer support best practices to design processes that improve customer satisfaction and resolve pain points.
  </li>
  <li>
   Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
  </li>
  <li>
   Design and implement process improvements that enhance efficiency, consistency, and customer satisfaction.
  </li>
 </ul>
 Formalized Workflow Documentation:
 <ul>
  <li>
   Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
  </li>
  <li>
   Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
  </li>
  <li>
   Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.
  </li>
 </ul>
 Cross-Functional Collaboration:
 <ul>
  <li>
   Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
  </li>
  <li>
   Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills, Knowledge &amp; Expertise
  <br/>
  <br/>
 </strong>
 <strong>
  <br/>
  Education:
  <br/>
  <br/>
  <br/>
 </strong>
 Bachelor's degree in Math, Engineering, Software Development, Business Administration, Operations Management, or equivalent demonstrable experience in a related discipline. Relevant certifications or additional qualifications are a plus.
 <br/>
 <br/>
 <strong>
  Experience:
 </strong>
 <ul>
  <li>
   Proven experience in customer support operations, with a deep understanding of customer service principles, problem-solving techniques, and conflict resolution.
  </li>
  <li>
   Prior experience as a process analyst, business analyst, or similar role, preferably in a customer support or service environment.
  </li>
 </ul>
 <strong>
  <br/>
  Technical Skills:
 </strong>
 <ul>
  <li>
   Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems).
  </li>
  <li>
   Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
  </li>
  <li>
   Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.
  </li>
 </ul>
 <strong>
  <br/>
  Soft Skills:
 </strong>
 <ul>
  <li>
   Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
  </li>
  <li>
   Detail-oriented mindset with the ability to critically evaluate and improve processes for efficiency and effectiveness.
  </li>
  <li>
   Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.
   <br/>
  </li>
 </ul>
 This role is ideal for a customer support professional who is passionate about process improvement and delivering outstanding customer experiences. If you are a detail-oriented, data-driven thinker with a customer-first mindset, we encourage you to apply!
</div>


Process Analyst, Customer Experience

Astra Tech

<div>
 <p>
  <strong>
   Role Summary
  </strong>
 </p>
 <p>
  We are seeking a highly analytical, hands-on Business Analyst to support product development, operations, and technology teams within a dynamic FinTech environment. The ideal candidate excels in gathering requirements, documenting processes, analysing data, and translating business needs into actionable solutions. A strong eye for detail, structured thinking, and the ability to work in fast-paced, tech-led environments is essential. Experience in financial services or FinTech is an added advantage.
  <br/>
  <strong>
   Responsibilities
  </strong>
 </p>
 <p>
  1. Requirements Gathering &amp; Documentation
 </p>
 <p>
  - Work closely with Product, Tech, Operations, Compliance, and Customer Service to understand business needs.
 </p>
 <p>
  - Conduct workshops, interviews, and deep-dive sessions to define functional and non-functional requirements.
 </p>
 <p>
  - Document requirements in clear, structured formats (BRDs, FRDs, user stories, acceptance criteria).
 </p>
 <p>
  - Translate business ideas into detailed user journeys, workflows, and process maps.
 </p>
 <p>
  2. Hands-On Analysis &amp; Problem Solving
 </p>
 <p>
  - Perform detailed analysis on business problems, operational pain points, and customer experience gaps.
 </p>
 <p>
  - Analyse data from multiple sources to identify patterns, trends, and root causes.
 </p>
 <p>
  - Propose practical, scalable solutions aligned to product and operational goals.
 </p>
 <p>
  - Support prioritization by assessing effort, impact, dependencies, and risk.
 </p>
 <p>
  3. Process Mapping &amp; Optimization
 </p>
 <p>
  - Map existing processes using BPMN or similar frameworks.
 </p>
 <p>
  - Identify inefficiencies, gaps, failure points, and automation opportunities.
 </p>
 <p>
  - Work with Tech and Ops to redesign processes for scale, efficiency, and compliance.
 </p>
 <p>
  - Support implementation of new processes/redesigns, including documentation and change communication.
 </p>
 <p>
  4. Cross-Functional Collaboration
 </p>
 <p>
  - Act as a bridge between business teams and technology.
 </p>
 <p>
  - Ensure requirements are fully understood and correctly interpreted by Tech/Engineering.
 </p>
 <p>
  - Participate in design reviews, solution discussions, and sprint planning sessions.
 </p>
 <p>
  - Engage regularly with stakeholders to track progress, clarify requirements, and address blockers.
 </p>
 <p>
  5. Testing &amp; Validation
 </p>
 <p>
  - Develop and execute test cases for UAT, regression, and functional testing.
 </p>
 <p>
  - Validate solutions against acceptance criteria and product requirements.
 </p>
 <p>
  - Identify defects, log them clearly, and work with Tech to ensure timely resolution.
 </p>
 <p>
  - Support go-live readiness and post-launch validations.
 </p>
 <p>
  6. Reporting &amp; Insights
 </p>
 <p>
  - Prepare reports, dashboards, and analysis packs for leadership review.
 </p>
 <p>
  - Track KPIs and performance trends to support informed decision-making.
 </p>
 <p>
  - Provide insights on product usage, customer behaviour, and operational performance.
 </p>
 <p>
  7. Compliance &amp; Regulatory Awareness
 </p>
 <p>
  - Ensure solutions and processes align with relevant regulatory standards (CBUAE, AML/KYC, data privacy, etc.).
 </p>
 <p>
  - Support audit and compliance reviews by providing documentation and process evidence.
 </p>
 <p>
  <br/>
  <strong>
   Requirements
   <br/>
  </strong>
 </p>
 <p>
  - 2&ndash;4 years experience as a Business Analyst in FinTech, digital banking, payments, or SaaS preferred.
 </p>
 <p>
  - Strong experience in requirements gathering, documentation, and process mapping.
 </p>
 <p>
  - Solid understanding of technology fundamentals and integrations (AP APIs, data flows, system behaviour).
 </p>
 <p>
  - Hands-on experience with tools such as JIRA, Confluence, Miro, Lucidchart, Visio, Excel, SQL (advantage).
 </p>
 <p>
  - Ability to work in agile environments (Scrum/Kanban).
 </p>
 <p>
  - Strong communication skills to influence, challenge, and align cross-functional teams.
 </p>
 <p>
  - Detail-oriented, structured, proactive, and comfortable working with ambiguity.
 </p>
 <p>
  <strong>
   Key Competencies
  </strong>
 </p>
 <p>
  - Analytical &amp; structured thinking
 </p>
 <p>
  - Attention to detail
 </p>
 <p>
  - Strong documentation skills
 </p>
 <p>
  - Problem-solving mindset
 </p>
 <p>
  - Cross-functional collaboration
 </p>
 <p>
  - Data-driven decision making
 </p>
 <p>
  - Ability to manage multiple priorities
 </p>
 <p>
  - Customer-first mindset
 </p>
 <p>
  - High ownership and accountability
 </p>
 <p>
  <strong>
   Preferred Attributes
  </strong>
 </p>
 <p>
  - FinTech product exposure (wallets, payments, lending, onboarding, KYC, CRM, etc.).
 </p>
 <p>
  - Comfortable with fast-paced scaling environments.
 </p>
 <p>
  - Curious, proactive, and passionate about improving processes.
 </p>
 <p>
  - Ability to challenge existing ways of working and bring fresh perspectives.
 </p>
 <p>
  <br/>
 </p>
</div>


Business Analyst- Customer Experience

Amazon

<div>
 <strong>
  Description
  <br/>
  <br/>
 </strong>
 Amazon Customer Service is looking for an exceptional Executive Assistant who wants to work in a fast-paced, exciting, and growing team. We need someone who is bright and motivated, with a proven history of high performance and the ability to operate under pressure. This EA role will support two Directors, as well as a global team.
 <br/>
 <br/>
 This role requires the ability to complete high volumes of complex tasks and projects quickly with little to no guidance. The most successful candidate must be able to earn trust quickly, be resourceful, have high ownership, ability to effectively communicate across all levels and roles, be detail oriented and raise the bar on being organized. A high level of integrity and discretion in handling confidential information and professionalism in dealing with senior executives inside and outside the company is a must.
 <br/>
 <br/>
 <strong>
  Role
  <br/>
  <br/>
 </strong>
 The successful candidate must have a demonstrated ability to manage complex calendars, coordinate domestic as well as international travel, process expense reports, and act as a general liaison between team members and leadership. In this role, you will:
 <br/>
 <br/>
 Key job responsibilities
 <br/>
 <br/>
 <ul>
  <li>
   Work closely with Director, VP and SVP offices across Amazon to schedule review meetings.
  </li>
  <li>
   Act as a trusted business partner to Directors and the leadership team.
  </li>
  <li>
   Own space planning for UAE offices (team moves, new hire desk locations, lab creation, acquiring more space).
  </li>
  <li>
   Track and help drive completion of key deliverables and follow up on open items from staff meetings, Quarterly Business Reviews and other forums.
  </li>
  <li>
   Drive key team activities (such as event planning, global team meeting agendas, supply ordering)
  </li>
  <li>
   Work with our International team across several time zones.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Basic Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Knowledge of Microsoft Office products and applications
  </li>
  <li>
   5+ years of senior level leadership support experience
  </li>
  <li>
   Experience with end-to-end project management
  </li>
  <li>
   Experience handling administrative details independently, while exercising good judgment in keeping team members adequately informed
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Experience leading process improvements
  </li>
  <li>
   Experience in a fast-paced, high-tech company
  </li>
  <li>
   Experience designing processes to maximize efficiency
  </li>
  <li>
   Experience with executive level calendar management
  </li>
  <li>
   Experience working with large global teams
   <br/>
   <br/>
  </li>
 </ul>
 Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.
 <br/>
 <br/>
 <br/>
 <strong>
  Company
 </strong>
 - Amazon Middle East and North Africa FZ-LLC
 <br/>
 <br/>
 Job ID: A3106638
</div>


Executive Assistant, Customer Experience Improvements

<div><div><b>We help the world run better</b><br>
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging &ndash; but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.</div><p></p><div><div><b><br>
Global</b><b> Strategic Transformation Partner</b></div></div><p></p><p><br>
Global Strategic Transformation Partner are senior strategic advisors who help CIOs and business executives unlock value by modernizing their product and application landscapes and reducing long-standing technical debt. Combining deep industry insight with broad business and architectural expertise, they guide organizations in reshaping legacy portfolios, eliminating redundant systems, and freeing up resources to accelerate innovation. These experts are assigned to selected customers with significant adoption potential and substantial transformation backlogs.</p><p><br>
As trusted C-level partners, they provide industry-sector-specific guidance and a clear view of the complete business and technology landscape through long-term, embedded engagements. They help leadership teams align SAP capabilities with enterprise-wide goals and design roadmaps that propel organizations to the next stage of transformation and value creation.</p><div></div><div><br>
Key priorities:</div><ul><li>
Embed SAP strategy into the customer&rsquo;s holistic IT and business strategy, shaping overall technology and investment decisions with broad, cross-industry insights to maximize value from the SAP portfolio.</li><li>
Shape cloud &amp; AI transformation strategy &mdash; Guide CIOs and CxOs in aligning technology direction with enterprise-wide goals using (AI) innovations from SAP.</li><li>
Influence modern architecture choices &mdash; Advocate for simplified, scalable designs grounded in RISE with SAP.</li><li>
Promote innovation-led value creation &mdash; Connect financial/economical value drives of customers to foster strategic adoption of SAPs innovations.</li><li>
Enable insight-driven decisions &mdash; Orchestrate digitalized business transformation process, leveraging SAPs Integrated toolchain powered by AI to support faster time to transformation outcomes.</li><li>
Advise on resilient digital foundations &mdash; Co-develop architecture and design decisions that strengthen the customer&rsquo;s total digital landscape, creating adaptable, trusted, and future-ready environments across SAP and non-SAP domains.</li><li>
Strengthen governance, alignment &amp; adoption &mdash; Enable aligned goals, clear roadmaps, and effective governance that accelerate the scalable adoption of the SAP capabilities customers have subscribed to.</li></ul><div></div><div><p><br>
The Global Strategic Transformation Partner is an exclusive and highly selective senior role for chosen strategic accounts, holding a uniquely elevated position within SAP&rsquo;s stakeholder landscape. Operating as a trusted peer to customer CIOs and business executives, the Global Strategic Transformation Partner combines deep SAP expertise with broad non-SAP and cross-industry insight, providing a holistic strategic perspective that guides customers through complex transformation decisions. Working in close partnership with the Managing Partner, the broader account team and the RISE Enterprise Architect. The Global Strategic Transformation Partner serves as the strategic linchpin that aligns customer stakeholders and SAP&rsquo;s strategic forces across the account. By unifying strategy, architecture, and adoption, the role orchestrates the right experts, methods, and delivery capabilities to accelerate the adoption of SAP innovations and drive measurable outcomes. At the same time, it maintains a strong connection to Product Engineering, ensuring that customer insights, adoption barriers, and emerging requirements are systematically fed into product development and roadmap evolution.</p></div><div><div><br>
Responsibilities</div></div><p><br>
</p><ul><li><b>Provide</b><b> strategic architecture leadership and transformation orchestration:</b><br>
Guide CIOs and business executives in shaping end-to-end transformation strategies by creating transparency on current and target architectures, aligning SAP and non-SAP environments, and orchestrating, and driving critical decisions with IT and Business Executives that deliver measurable business value.</li></ul><div></div><ul><li><b><br>
Value Realization and financial acumen:</b><br>
Apply rigorous financial modeling and value frameworks by developing TCO/ROI analyses, involving SAPs value engineers, defining benefits-realization approaches, and assessing investment portfolios to help executives prioritize initiatives that drive measurable business value.</li></ul><div></div><ul><li><b><br>
Drive strategic adoption and de-risk transformation:</b><br>
Maximize business value by enabling a scalable foundation for enterprise innovation and integration, using SAP BTP and SAP Business AI as strategic levers. Identify and mitigate transformation risks early, promote consistent best practices, and accelerate the adoption of key capabilities through targeted risk indicators and adoption KPIs.</li></ul><div></div><ul><li><b><br>
Enable business model innovation:</b></li></ul><div>
Advise on new digital business models, simplification levers, and competitive improvements. Demonstrate impact through validated business cases and measurable performance gains.</div><div></div><ul><li><b><br>
Strengthen strategic collaboration and organizational change readiness:</b><br>
Enable cross-functional alignment and embed change leadership practices that raise enterprise readiness for transformation. Guide governance maturity, stakeholder cohesion, and organizational adaptability as key indicators of sustained transformation effectiveness.</li></ul><div></div><ul><li><b><br>
Build cross-industry thought leadership and foster an internal expert community:</b><br>
Create and disseminate strategic, cross-industry thought leadership that shapes SAP&rsquo;s perspective on transformation. Cultivate a strong internal community to amplify best practices, accelerate knowledge exchange, and elevate SAP&rsquo;s overall advisory impact.</li></ul><div><div><b><br>
Key Competencies</b></div></div><p></p><ul><li><b><br>
Strategic Technology &amp; Business Alignment</b> &ndash; Ability to shape digital and cloud strategies that directly support enterprise objectives and long-term value creation, ensuring technology decisions are consistently linked to measurable business outcomes.</li></ul><div></div><ul><li><b><br>
Industry &amp; Business Insight</b> &ndash; Deep understanding of industry dynamics, value drivers, and operational models, with the capability to translate technology choices into meaningful business impact.</li></ul><div></div><ul><li><b><br>
Cloud Architecture &amp; Modernization Expertise</b> &ndash; Proven experience with modern cloud architectures and the design of scalable, cost-efficient, and value-driven transformation roadmaps that improve enterprise agility and resilience.</li></ul><div></div><ul><li><b><br>
SAP &amp; Non-SAP Landscape Expertise</b> &ndash; Capability to navigate complex SAP and non-SAP environments and guide architectural decisions, integration strategies, and transformation initiatives that deliver cohesive, enterprise-wide value.</li></ul><div></div><ul><li><b><br>
Executive Communication &amp; Influence</b> &ndash; Strong ability to articulate complex technology topics in clear, business-oriented terms and to influence CIOs, CFOs, and senior business executives in strategic decision-making.</li></ul><div></div><ul><li><b><br>
AI &amp; Innovation Leadership</b> &ndash; Demonstrated ability to identify, evaluate, and advance high-value opportunities for AI and emerging technologies to enhance productivity, decision quality, and financial performance.</li></ul><div></div><ul><li><b><br>
Organizational Orchestration &amp; Value Realization</b> &ndash; Skilled in steering large, cross-functional organizations through complex transformations, orchestrating stakeholders and delivery teams to ensure the realization of targeted business value.</li></ul><div></div><ul><li><b><br>
Analytical Decision-Making &amp; Outcome Orientation</b> &ndash; Strong analytical mindset with the ability to evaluate risks, prioritize investments, and turn complexity into actionable recommendations that accelerate transformation outcomes.</li></ul><p></p><div><div><br>
Prerequisites</div></div><p></p><p><b><br>
Language</b>: Fluency in English</p><p><b>
Education:</b> Bachelor&rsquo;s Degree or equivalent accreditation required; Master&rsquo;s Degree or MBA Preferred</p><p>
Professional Experience: &gt; 10 years of experience with large SAP landscapes, proven track record of customer facing experience.</p><p></p><div><b><br>
Bring out your best</b><br>
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
<br>
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<b>We win with inclusion</b><br>
SAP&rsquo;s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone &ndash; regardless of background &ndash; feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.<br>
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SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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: Careers@sap.com.<br>
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For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.<br>
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Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.<br>
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Successful candidates might be required to undergo a background verification with an external vendor.</div><div></div><div><b><br>
AI Usage in the Recruitment Process</b></div><div>
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.
</div><p>Please note that any violation of these guidelines may result in disqualification from the hiring process.<br>
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Requisition ID: 442041 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 50% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid</p></div>

Global Strategic Transformation Partner, Customer Services and Delivery

Prada

<div><div><div><div><div><i>Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Versace, Church&rsquo;s, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities.</i></div><div></div><div><b><br>
JOB PURPOSE</b></div><br>
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The role represents the company and acts as a Brand Ambassador, with in-depth knowledge of Prada&rsquo;s products, brand universe, and the fashion industry.</div>
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The primary objective of the role is to grow the business by developing clienteling strategies and ensuring strong customer loyalty. The role supports and contributes to achieving sales targets for VIC (Very Important Client) segments and for the stores under direct responsibility.
</div><div>The role provides training and coaching to In-Store VIC roles (where applicable), focusing on delivering luxury service and maintaining Prada's high-quality standards.</div><br>
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RESPONSIBILITIES</b></div><br>
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<li>Build a strong network through business breakfasts/lunches and other regular meetings with clients, aiming to increase sales and expand the client portfolio.
</li><li>Develop and manage relationships with clients by collaborating with hotels, luxury service providers, tour operators, personal shoppers, etc., and implement customized services for selected hotels.
</li><li>Organize private appointments in coordination with the Regional Client &amp; VIC Development Senior Manager, in line with HQ guidelines and other relevant corporate functions.
</li><li>Collect and analyze data for the Luxury Loyalty Program Benchmark.
</li><li>Partner with the Regional Client &amp; VIC Development Senior Manager to ensure in-store experiences align with client expectations and corporate standards.
</li><li>Gather store feedback on private appointments and VIC engagement activities, and share insights with the Regional Client &amp; VIC Development Senior Manager.
</li><li>Stay informed on competitors and maintain a strong understanding of VIC experiences.
</li><li>Propose a ranking of Prada experiences by client cluster (e.g., VIC Fashion Shows, Styling Sessions, Prada Day including Fondazione and Factory visits) to drive VIC engagement and business growth.
</li><li>Define material and tool needs for each experience, in collaboration with relevant departments.
</li><li>Share and implement Prada experiences across the region, supporting execution locally and attending events when needed.
</li><li>Conduct post-event analysis and coordinate relevant follow-up activities.
</li><li>Monitor and report on VIC business performance in the assigned stores, supporting all related initiatives.
</li><li>Coordinate closely with the Retail Events team within the department to ensure seamless, cross-touchpoint activations tailored to different client clusters and maximize impact.
</li><li>Manage special Custom Orders for High-Net-Worth Individuals (HNWIs) or high-potential clients, including scouting opportunities, presenting the projects, and overseeing operational follow-up with HQ.
</li><li>Work in close partnership with the CRM team to define and co-create strategies that will support the growth of the VIC segment.
</li><li>Support the PR department in activities involving celebrities, when required.
</li><li>Monitor the quality of client service through regular store interactions and provide actionable feedback.
</li><li>Coach Store Managers and in-store Client Development roles in developing local networks and building strong client relationships.
</li><li>Support resolution of sensitive or critical issues involving top clients.
</li><li>Contribute to store team training on luxury service standards, Prada values, and brand DNA.</li></ul><br>
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</div><div><b>KNOWLEDGE AND SKILLS</b></div><br>
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</div><div>Bachelor&rsquo;s/Master&rsquo;s Degree
</div><div>English proficiency</div>
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At least 3-5 years of experience into Client Experiences and Development in the luxury industry</div>
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Project management skills</div><br>
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</div><div><i>Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.</i><br>
<i>Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.</i></div></div></div></div></div>

PRADA Client Experience Manager

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