Senior

Customer Officer GCO Cloud Experience EMEA (f/m/d) - maternity leave limited contract 2 years

St. Leon-Rot, DE · Hybrid

We help the world run better 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 – 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.

the position is a maternity leave cover and limited for 2 years

The role For the Global Cloud Operations (GCO) Cloud Experience EMEA leadership team, we are looking for an experienced and highly trusted Senior Customer Officer.

In this strategic role, you will act as a key partner to the Regional Head of EMEA, helping to strengthen customer relationships, drive leadership priorities, improve organisational effectiveness, and ensure the successful execution of regional initiatives.

You will serve as the central point of coordination for strategic customer topics, executive engagements, escalations, regional governance, business performance reviews, and leadership communications. Working across market units, delivery organisations, account teams, support functions, and global leadership, you will help ensure that customer priorities, business objectives, and operational execution remain aligned.

Success in this role requires strong customer focus, executive presence, operational discipline, and the ability to bring together diverse stakeholders to drive outcomes across a dynamic and multicultural EMEA environment.

What you’ll do

Customer Outcomes and engagement

Act as a trusted partner to the Regional Head of EMEA on strategic customer and business priorities.
Plan and orchestrate executive customer engagements, leadership briefings, customer visits, and business reviews.
Ensure alignment between customer expectations, regional priorities, and delivery execution.
Prepare executive communications, customer updates, leadership presentations, talking points, and briefing materials.
Bring leadership insights into key account planning and help prioritise customer engagement based on strategic relevance, customer needs, risk, and expected outcomes.
Support customer transitions and delivery model alignment in close cooperation with the responsible account, commercial, delivery, and operational teams.
Represent GCO Cloud Experience EMEA in internal and customer-facing executive forums.

Regional governance and strategic business operations

Create visibility for leadership through high-quality reporting, structured communication, and actionable management insights.
Support the execution of strategic initiatives and transformation programmes across EMEA.
Monitor business performance and help identify risks, dependencies, decision requirements, and opportunities.
Ensure management decisions, actions, and commitments are documented, tracked, and executed.
Author and maintain the regional strategy paper, annual priorities, and key leadership narratives.
Coordinate workforce planning, headcount tracking, hiring activities, budget-related topics, and organisational initiatives in collaboration with the relevant functions.
Support the coordination of customer transitions involving PC3, EC3, hybrid, legacy, CAS, and related delivery scenarios.

Your profile

Professional experience in customer success, delivery of cloud services, strategy and operations, business operations management, or a comparable role in a complex international environment.
Proven ability to support senior executives and leadership teams in setting priorities, preparing decisions, and translating strategic direction into executable plans
Strong customer orientation with experience in strategic customer engagements, escalations, executive communication, and senior stakeholder management.
Good understanding of enterprise cloud operating models and customer service delivery; knowledge of SAP, SAP S/4HANA, private cloud, hyperscaler environments, or Global Cloud Operations is a strong advantage.
Demonstrated strength in governance, performance reporting, workforce and budget coordination, decision tracking, change management, and turning complex information into clear recommendations and actions.
Excellent English communication, presentation, facilitation, negotiation, and influencing skills, combined with strategic thinking, and the ability to work effectively across countries, cultures, functions, and seniority levels; additional EMEA languages are an advantage.

What success looks like

Strategic customers experience consistent executive engagement and strong follow-through.
Escalations are managed proactively with clear ownership, transparent communication, and disciplined action tracking.
Regional leadership operates with greater transparency, alignment, and execution discipline.
Customer insights influence strategic decisions and operational improvements.
Key EMEA initiatives are executed effectively and deliver measurable business outcomes.
Market units, delivery teams, account teams, and regional leadership collaborate effectively around customer priorities.
The Regional Head and EMEA leadership team can focus on strategic decisions because the right governance, communication, and execution mechanisms are in place.

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 world.

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