SAP CX Operations Analyst
We are looking for a SAP CX Operations Analyst to join our IT team in Harrods. As SAP CX Operations Analyst you will be working as part of a team responsible for providing a top shelf experience to our customers, through the first and second line support of all production and non-production application environments across the SAP CX estate.
This role involves on-call support on a rota basis.
About the Role
As the SAP CX Operations Analyst you will work closely with a variety of different teams across the Harrods business, including Digital Technology, the wider IT function, Rewards and Loyalty, Customer Services Digital Ops, and a range of third-party technology partners, supporting all day-to-day operational activities alongside the delivery of new functionality and projects.
You will also;
- Provide first and second line support logging and triaging queries and issues, as well as carrying out troubleshooting and investigations as required. Complex issues will need to be escalated to the third line support team.
- Monitor operational performance & system integrity of the individual CX platform components, responding to alerts and incidents, and following appropriate escalation processes, whether that’s within business hours or during out of hours callouts when on call.
- Use insight and analysis to investigate potential issues throughout the end-to-end customer loyalty and customer relationship journeys, recommending opportunities for improvement.
- Contribute to the loyalty promotional planning to ensure operational readiness and campaign delivery.
About You
As the SAP CX Operations Analyst you will have previous experience 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
We are looking for someone who has the ability to prioritise work activities and identify risks to quality or timelines as well fantastic stakeholder management. A current SAP CX certification would be beneficial. You will have previous experience monitoring operational performance & system integrity of the individual CX platform components, responding to alerts and incidents, and following appropriate escalation processes, whether that’s within business hours or during out of hours callouts when on call.
About Us
Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.
Our Promise to You
Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.
In return you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.
Uniquely You
Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, 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.
At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.
If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods
Additional Information:
Time Type:
Permanent
Department:
SAP CX Operations (Jodie Braham)
Top Skills
What We Do
As many lives, generations, cultures and stories pass through our doors, our mission remains unchanged: to serve the needs and aspirations of our customers, to create new stories and bring moments of delight. Whomever they are and wherever they come from, our customers can always expect to be treated with grace, courtesy, and care. #TogetherHarrods
Open since 1834 by Charles Henry Harrod and now owned by Qatar Holding Authority, we are truly unique - a house of maisons, a modern atelier, a workshop of wonders, a convener, patron and celebrator of the world’s finest. Known around the world as one of the great luxury emporiums, we offer a transformative experience to customers who know that true value of exceptional goods and services lies beyond price. We are committed to excellence and artistry, inspired to reinvent and surprise, ensuring our position as a leader in the category.
Our people are our strength - their unique personalities and their desire to exceed expectations are what enables us to make the impossible possible for our customers.
Our customers are at the heart of our success. They’re the reason we exist, and we never forget it. And we’re always looking for new exceptional people who want to connect to them, to delight them and to become part of our story
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