Operations Manager: Digital Care at Sage

Job Description
The role is an Operations Manager: Digital Care position in the Customer Support environment for our Payroll and Accounting Products. They operate under the direction and guidance of the Head of Digital Care. The Operations Manager: Digital Care is responsible for managing, maintaining, and monitoring Sage’s customer-facing digital ecosystem. The Operations Manager: Digital Care will be responsible for growing the Sage brand and increasing customer satisfaction.

• Assist the organization’s overall digital transformation objectives
• Responsible for the overall management of Sage City, Sage Knowledgebase, Artificial Intelligence systems and other platforms
• Create and execute tactical plans across all digital platforms in line with the overall customer strategy from a global and regional perspective
• Provide thought leadership and best practice in managing and improving the overall experience of the organization’s digital services
• Build and maintain strong relationships with high level-level internal clients and colleagues
• Monitor and report on customer feedback across digital platforms using various analytics tools and using actionable insights to improve customer experience
• Use Search Engine Optimization to increase the visibility and searchability of Sage’s brand
• Manage the brand tonality and humanize the digital experience by creating a consistent experience across all of Sage’s online platforms
• Collaborate with the Strategic Customer Communications and Marketing teams in creating digital marketing campaigns and promotion of the Sage brand
• Manage and optimize online content and ensure all playbooks and guidelines are adhered to
• Onboard and support Product Specialists on new features and processes provided by Global Customer Operations or regional Leadership
• Manage the strategic and tactical execution of the Digital Services activities
• Deliver effective digital and human operations, driving effectiveness and efficiency in line with the Sage brand values
• Monitor Sage’s social listening tool to identify growth opportunity for online platforms
• Collaborate with stakeholders to drive Digital Campaigns aimed at growing platform membership and engagement
• Lead the reporting framework to produce daily, weekly, monthly and quarterly formal reports on performance including revenue, customer satisfaction, and product impact
• Lead skill development areas, and training needs relating to Sage online platforms through consultation, and collaborating sessions for brand development
• Ensure that all Sage Policies and departmental Standard Operating Procedures are implemented and complied with by all colleagues engaging on Digital Platforms.
• Continually cascade information and gather feedback from various stakeholders.

Technical Competencies:

• Deploy web development best practices
• Understanding of coding such as HTML or Java
• Good understanding of Search Engine Marketing
• Understanding of digital and traditional analytics
• Solution orientated
• Project Management
• Managing Customer expectation through difficult and complex interactions
• Subject matter expertise advantageous

Key performance indicators:

• Customer Satisfaction Rating >90%
• Content Views
• NPS
• Achievement of VSGM objectives

Professional qualifications:

• Matric / Grade 12 certificate
• NQF7 qualification in IT or Marketing
• Experience using Digital Marketing concepts
• Knowledge of HTML is an advantage
• Proven track record of managing diverse online platforms.
• Comm and or similar post graduate tertiary degree
• Customer centricity experience
• Previous experience having worked in projects regarding customer improvements would be an advantage.
• Previous experience having worked in an area which focuses on improving customer services and relations would be an advantage.
• Excellent English and writing skills.
• Good Negotiating Skills.
• Conflict Resolution.
• PC Literacy and proficient on MS Office - must have advanced Word, Outlook and Power Point skills.