Head of Digital Care

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At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.
- The Head of Digital Care is an integral part of the Customer Support Leadership team, responsible for creating a highly responsive and engaged Digital Care Division and leading the implementation of our Digital Care strategy aimed at creating an effortless customer experience. This role is strategically positioned to support our vision to become a great SaaS company. The successful incumbent will demonstrate strong leadership, drive, and commitment to operating a high-performance team to deliver market-leading growth for Sage. Strong leadership capabilities and strong communication skills are essential in this role as is a collaboration with relevant Leaders in the AME region and as well as collaboration with our Global Teams.

**Key Responsibilities**
- Monitor customer sentiment and brand protection
- Enable live chat and other relevant technology on all online platforms to service our customers and business partners
- Ensure there are customer-centric online processes and procedures to ensure an effortless customer experience
- Manage, monitor, and report online customer interactions and measure service delivery
- Set service standards and KPIs for all online interactions and ensure they are aligned to the business’s overall strategic pillars
- Developed an OMNI channel strategy within the Digital environment to cater for customer communication needs
- Transform legacy engagement and support models to deliver world class, digital first customer success
- Ensure available online content is current, easily consumable, customer centric and available on all online platforms for all Sage products. Consolidate Sage online platforms for ease of access for both customers and our colleagues
- Develop leaders and agents within the digital care space to ensure they have the right skills to service our customers
- Transform legacy engagement and support models to deliver world class, digital first customer success
- Share best practice and knowledge sharing with relevant teams within the business
- Lead and drive the strategy of Customer Service by aligning the operational environment to meet the business outcomes agreed
- Enabling teams to deliver results through a high-performance culture that will enhance each customer relationship with Sage
- Drive skill development and colleague growth plans (across teams) to implement cross skilled activities to maximize our exposure for success with mínimal disruption
- Ensure that all Sage Policies and departmental Standard Operating procedures are implemented and complied with by a Sage Colleague
- Actively contribute to the growth of the business through sharing knowledge and experience
- Drive an extraordinary customer experience culture for both internal and external customers, always representing the Sage Brand.
- Accountable for division NPS and consistently deliver service levels, ensuring insights are shared and leveraged to drive continuous improvement across the Sage AME business
- To be constantly reviewing industry and sector trends, ensuring that we are market leading with our customer experience and support.
- Understand customer requirements and the key market dynamics in terms of market size, segmentation, and service trends using this information to inform the strategy and plan

Skills, know-how and experience:
Must have:

- Solid understanding of marketing, communications, digital and social media contribution towards improving NPS
- Detailed understanding of the SaaS model and the online, cloud-based environment
- Understand our key competitors, what they are doing, how they influence our customers and what this means for our business strategy
- Understand customer requirements and the key market dynamics in terms of market size, segmentation, and service trends using this information to inform the strategy and plan
- Demonstrate the required interpersonal skills to effectively deal