Senior Customer Marketing Manager Customer Lifecycle

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. 


Senior Customer Marketing Manager –

The Enterprise Americas team is seeking a Senior Marketing Manager to lead our Customer Lifecycle programs within our Commercial and Regulated Industries market units. This position will report to the Director of Community, Advocacy, and Lifecycle Marketing within our Shared Services marketing organization. The team and role are accountable within three key areas:


· Customer Lifecycle Strategy:

o Own the customer lifecycle program plan and framework within the Enterprise and Regulated Industries client audience based on customer analytics and insights.

o Work closely with field marketing, global customer marketing, and customer success to build business requirements, messaging, & tactics to increase engagement, drive scale and improve sales and marketing efficiency.

o Own and execute a lifecycle strategy to reduce churn, increase share of wallet, enhance lifetime value, and build pipeline through customer improvement and growth.


· Field Alignment, Process & Partnerships:

o Partner with field marketing and global customer marketing to incorporate the business needs for Customer Success and Service teams. Communicate and promote programs within Enterprise Americas, and beyond.

o Work with the field teams to further deepen customer understanding and provide enablement in support of consulting conversations and business reviews.

o Partner closely with field marketing, shared services, and global customer marketing teams to collaborate and deliver programs that drive advanced demand generation, and also promote community, advocacy, and virtual and in person events.


· Implement Consistency, Scale & Measurement:

o Develop an insights-driven approach to customer lifecycle programs through program frameworks, guidance, and governance.

o Define key performance indicators, working with our analyst team to measure engagement, customer growth, business impact, and return on marketing investment.

o Provide business requirements for the global customer marketing team to build additional customer lifecycle marketing capabilities.


The ideal candidate is an effective leader, confident communicator, data driven growth marketer, and passionate customer evangelist who has very strong partnering and cross collaboration skills. They must have an ability to represent our business and marketing point of view with tact & conviction, articulate value, inspire engagement, and create an ongoing dialog with our customer base via their preferred channels. They partner effectively to align and influence key marketing stakeholders, build and amplify marketing programs, and enable sales and customer success. They have proven success creating insights-based marketing programs that deliver measurable engagement and revenue growth.


This is a highly visible role within a key strategic program for Enterprise Americas, and an outstanding opportunity for someone who can lead via influence, has a passion for building high impact programs, has demonstrated the ability to partner effectively across both corporate and field marketing, shared services & sales, and is interested in mentoring and coaching other marketing professionals!


Our Team:

We are a team where data drives our decisions. We challenge ourselves as growth marketers to innovate and drive results. We provide a friendly working environment and a culture for professional growth, collaboration, and teamwork. We put our customers first – and we’ve built a customer centric model for the entire business to scale.



· Evolve our strategy and framework to improve customer engagement and growth programs aligned to customer lifecycle.

· Work across shared services marketing team to partner and build marketing engines and tactics including nurtures, content, demand generation, events, online community & advocacy, user groups & leadership councils.

· Identify areas we can extend customer insights, driving growth and retention across marketing programs.

· Develop key performance indicators measuring growth, engagement & business impact.

· Apply governance and standards across customer marketing programs.

· Maintain and monitor customer engagement with Customer Success, collecting data to track successes and challenges.

· Work with the field marketers on critical pipeline generating programs and assist in development and execution of SAP Concur requests to improve client engagement.

· Partner with the Content, Demand Generation, Community, Advocacy, Events, and Field Marketing Teams to drive participation in customer meetings and events (in-person & virtual).

· Partner with our Analyst team to build insights, KPIs and provide business requirements to the Global Marketing Operations teams to build additional capabilities.

· Collaborate with internal partners and clients to gather and analyze feedback, making recommendations to represent the voice of customer in various initiatives.

· Maintain existing marketing and communication programs, and update as needed annually.


Education, Experience & Training Required:

· Minimum of 7+ years of experience within Customer Marketing; technology and business-to-business marketing experience a plus.

· Strong presentation skills: in-person and online.

· Experience working with sales professionals and other cross-functional groups.

· Experience working with external partners.

· BS/BA in Marketing or equivalent is required.

· Ability to pass a background check.


Specialized Knowledge & Skills:

· Background in leveraging customer relationship management tools and marketing automation tools.

· Strong leadership & interpersonal skills – ability to motivate and hold others accountable in helping drive initiatives.

· Skilled at analyzing data, interpreting trends, and recommending appropriate actions.

· Extremely resourceful – leveraging all resources both internal and external to complete a project.

· Skilled at designing and delivering key messages, value propositions, and client positioning.

· Effective internal and external communication skills (written, verbal, and presentation).

· Self-motivated and independent thinker, requiring minimal supervision for decision-making.

· Software and/or Software as a Service industry experience a plus.

Bring out your best

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.  


We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – 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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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:
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.


EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.


Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 127100 - 216000(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.


Requisition ID: 396350 | Work Area:Marketing  | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Requisition ID:  396350
Posted Date:  Jun 29, 2024
Work Area:  Marketing
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Saint Louis Park, MN, US, 55416-5312

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