SAP CX Solutions Expert

4 days ago


London, Greater London, United Kingdom Harrods Full time

We are seeking a skilled SAP CX Solutions Expert to join our IT team at Harrods. As part of this role, you will be responsible for delivering exceptional customer experiences through the first and second line support of all production and non-production application environments across the SAP CX estate.

This position involves on-call support on a rota basis, with hybrid working arrangements that include 2 days in the office.

About the Role

As an SAP CX Solutions Expert, you will work closely with various teams across the Harrods business, including Digital Technology, the wider IT function, Rewards and Loyalty, Customer Services Digital Ops, and third-party technology partners.

Your responsibilities will include:

  • Providing first and second line support by logging, triaging queries, and investigating issues, with complex matters escalated to the third line support team.
  • Monitoring operational performance and system integrity of individual CX platform components, responding to alerts and incidents, and following appropriate escalation processes.
  • Using insights and analysis to investigate potential issues throughout the end-to-end customer loyalty and customer relationship journeys, recommending opportunities for improvement.

Salary: £60,000 - £80,000 per annum.

About You

We are looking for someone with previous experience working with SAP CX platforms, particularly one or more of the following:

  • SAP Sales & Service Cloud (Cloud for Customer or C4C)
  • SAP Customer Data Cloud (CDC)
  • SAP Customer Data Platform (CDP)
  • SAP Marketing Cloud
  • Emarsys Customer Engagement

You should have excellent stakeholder management skills and be able to prioritise work activities and identify risks to quality or timelines.

About Us

At Harrods, we strive to provide a world-class shopping experience for our customers. Our iconic Knightsbridge store is a destination for top designers and sought-after brands from around the globe.

Benefits

We offer a comprehensive benefits package, including a company pension, flexible working, 25 days holiday, birthday off, up to 33% in-store discount, and season ticket loan.

Uniquely You

We believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.



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