SAP · 1 day ago
Customer Loyalty Program Lead
Bellevue, WA
Full-time
Hybrid
Senior Level
$193K/yr - $362K/yr
7+ years expSAP is a leading company in enterprise resource planning software, and they are seeking a Customer Loyalty Program Lead to enhance their global Customer Loyalty Survey programs. The role involves collaborating with stakeholders to analyze customer feedback and ensure seamless execution of survey initiatives to drive actionable insights.
AnalyticsBusiness IntelligenceBusiness Process Automation (BPA)ComputerData ManagementFinanceSoftware
Responsibilities
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
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
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
Qualification
Required
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
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
Preferred
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
Benefits
SAP North America Benefits
Company
SAP
SAP provides enterprise application software to various industries, including consumer, discrete manufacturing, public services.
10001+ employees
H1B Sponsorship
SAP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (1)
2023 (3)
2022 (3)
2021 (3)
2020 (6)
Funding
Current Stage
Public CompanyTotal Funding
$1.3BKey Investors
Elliott Management Corp.
2019-04-24Post Ipo Equity· $1.3B
2015-06-01Grant· $1.37M
1998-08-03IPO
Leadership Team
Christian Klein
CEO & Member of the Executive Board
Sandi de Souza
Chief Financial Officer: Africa
Recent News
2026-01-24
2026-01-24
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