Customer Loyalty Program Lead

The Challenge / Job 

As an Expert Researcher working in SAP’s Corporate Strategy Group/CMI, you have a three-part job.    

• Program Lead: working side by side with Corporate Strategy and Survey Operations to support and improve our global Customer Loyalty Survey (CLS) programs by leveraging a suite of tools (SAP, Qualtrics, Python, DataBricks etc) and best practices to collect, analyze and present research findings across the business to drive action. 

• Project Coordination: organizing end-to-end execution of each survey wave including activating key business contacts and overseeing contact nomination, survey updates, translations, distributions, workflows, ticketing, dashboards, user access, and reporting. 

Insights to Action: using CLS program insights to support inner loop (CMI and account teams) and outer loop (across the SAP business with our Accelerator initiative) actions and strategies  

What Success Looks Like in the Role 

As a Customer Loyalty Program Lead, your success is measured by your ability to: 

• Drive Impactful Insights: Collaborate with researchers and business leaders to collect, analyze, and translate customer feedback into actionable strategies that elevate SAP’s CSAT score and deliver measurable improvements for our customers. 

• Orchestrate Seamless Execution: Ensure every survey wave is executed flawlessly, with clear communication of timelines, risks, and blockers. You proactively remove obstacles, ensuring deliverables are met with precision and on schedule. 

• Champion Engagement: Inspire and mobilize stakeholders across the business, communicating critical actions and providing hands-on support to resolve technical or process challenges. Your leadership ensures everyone is aligned and empowered to contribute to program success.  

A Day in the Life 

In this dynamic role, you will: 

• Analyze and Illuminate: Dive deep into the Customer Loyalty Data pipeline using advanced analytical tools to optimize data collection efficiency and maximize the value of data collected. You’ll craft compelling narratives and visualizations that uncover customer successes and pain points, activating internal customer centric learning and inspiring executive decision making to support them. 

• Lead Cross-Functional Collaboration: Manage complex projects through weekly standups and meticulous task tracking to coordinate a diverse, global team and ensure that every dependency is managed and every deliverable is achieved  

• Enable and Empower: Work across the core team to develop and maintain CLS processes, systems (Qualtrics, SAP BW, DataBricks), and documentation, (Workzone, Wiki, JIRA). Collaborate with our Internal colleagues to lead enablement sessions for large (>100) audiences and ensure stakeholders have the knowledge and resources to act.  Measure and report on engagement of both customers and employees in the program, continuously optimizing for greater impact.  

Your Background 

You are a data-driven leader with a passion for customer experience and operational excellence. You thrive in complexity, ask the right questions, and turn data into actionable insights. You are: 

• Highly organized, with exceptional communication skills and a knack for simplifying complexity. 

• Experienced in extracting and integrating data into Qualtrics and other platforms. 

• Comfortable presenting to large audiences and collaborating across cultures and time zones. 

• Proficient in Python, DataBricks, and JIRA, with a proven track record of driving high-quality, timely results. 

• Motivated by understanding and improving customer, partner, and employee experiences. 

• A natural collaborator who enjoys working with people and leading by example.  

Minimum Qualifications 

• Master’s or PhD in Economics, Mathematics/Statistics, Marketing, or Social Science. 

• 7+ years of relevant work experience running other large scale Customer Loyalty Programs. 

• Expertise in Qualtrics, Excel, Python, Spark, SQL, DataBricks, SPSS, R and PowerPoint for data analysis and reporting. 

• Strong quantitative and analytical skills, including descriptive statistics and KPI development. 

• Demonstrated ability to tell stories with data and create compelling calls to action. 

• Experience managing projects with multiple dependencies and diverse stakeholders. 

• Outstanding verbal and written communication skills. 

• Commitment to excellence, attention to detail, and role model behavior.  

Preferred Qualifications 

• Experience working with SAP data environments (BW, CRM, HANA Data Lake, Business Data Cloud, Datasphere). 

• Proven success as a program or project manager leading large-scale, multiphase research initiatives. 

• Experience working on global teams across time zones and cultures. 

• Familiarity with JIRA for work management.  

Why Join Us? 

At SAP, you’ll be part of a passionate, innovative team that’s redefining customer loyalty in the B2B space. You’ll have the autonomy to shape programs pathways, multiple supporting teams working with you to drive change, and the support of a global organization committed to your growth as we further develop our long running Customer Loyalty Program. If you’re ready to make a real impact and help us deliver exceptional experiences for our customers, we want to hear from you.