Director: Customer Insights and Analytics at Sage

This role will direct and enable business insight to enhance commercial performance, with accountability for the implementation of key initiatives and ensuring operational and process improvements across the Customer Success Business Unit.

Key Responsibilities Key Accountabilities And Decision Ownership

• Oversight of analysis to drive and enable understanding in complex problems and root cause of performance deficiencies within the business.
• Design and drive Business improvements across key processes with alignment and buy from key stakeholders across the country.
• Accountable to drive Collaborate and coordination with diverse teams to ensure that end to end processes are standardised and streamlined, and that any financial impacts are understood, with key stakeholders engaged and involved in making those changes happen.
• Programme or Project Management: Lead and Drive projects (Includes piloting own new initiatives) across the region and ensuring the right colleagues are involved at the appropriate level and stage. Being the go-to person for many key initiatives.
• Build and maintain platform for point in time data analytics and leverage this to provide key business insights to derive focus areas for the customer success business for the long-term focus.
• Translate analytics, trends, tracker information and research insights into meaningful recommendations and business implications to aid decision making and influence strategic direction.
• Coach and mentor direct reports, setting performance expectations and holding individuals and team members accountable for results, integrating self and team as critical members of the Customer Success Team as well as respected contributors to extended global and local working teams
• Lead, guide and educate teams on Customer Success strategy alongside VP and provide actionable insights which inform and shape the divisions vision, ensuring a review process is in place to keep the vision up to date and that metrics are regularly reported and achieved
• Drive solutions to increase to increase productivity and profitability through analysis and performance monitoring.
• Engagement with stakeholders to influence and prioritise business operational goals and initiatives.

Skills, Know-how And Experience

• Post graduate degree (Financial or Business Management) required, Master’s or professional qualification preferred
• Highly analytical, with the ability to demonstrate complex data in a clear and impactful way.
• Strong commercial acumen partnered with a demonstrated experience in driving, supporting and/or implementing strategic focus areas within business leadership teams.
• Experience of finance management and leveraging off data and insights to support drive the business function.
• Ability to proactively convert research and critical business insights into tangible business value
• Broad knowledge and experience in the Sage product portfolio and Sage business ecosystem
• Highly collaborative and able to build good working relationships across the organisation and externally
• Strong interpersonal skills. The ability to establish credibility and exert influence with key stakeholders and suppliers at both a strategic and operational level
• Excellent stakeholder management capability, with the ability to lead, manage and influence multiple stakeholders, including Executives and senior leaders on strategic discussions
• Experience in engagement at a senior management (SMT) level
• Inquisitive and creative, demonstrated experience in driving ways to improve existing processes.