Strategic Customer Communications Manager at Sage

Job Description    

Customer success is a key strategic pillar within our Sage Strategy.

• The manager of Strategic Customer Communications is responsible for embedding our communications strategy and creating relevant and timely messages/content for our customers by building a variety of communications programs to keep them informed and engaged, increasing customer satisfaction and enhancing their overall customer experience.
• As the Customer Communications Manager, you will work closely with representatives from across the business to collaborate and help them address their specific customer communication needs, supporting a cross-function team of writers and email automation specialists in the creation, editing, approval, and delivery of customer communications and programs about our solutions, services, and organisation.

Key Responsibilities    

This position operates in a fast-paced, deadline-driven environment. You must be a self-starter requiring minimal supervision and be able to develop new ideas, adapt to last-minute changes, and handle challenging work situations. You’ll frequently manage “issues of the day” by prioritising, developing strategies, getting relevant stakeholders involved, and then executing – quickly.

•  Set the Customer Communications strategy in collaboration with relevant business teams, feeding into the overall AME marketing and communications objectives, to support our brand and business ambitions.
•  Write communications as needed.
•  Collaborate with other departments on specific communication needs
•  Execute communications plans with a detailed understanding of the project’s objectives, value, and priorities.
•  Put customers first and actively work to improve their overall Sage communication experience.
•  Manage the customer communications calendar, edit extensively, understand the workings of our email solution and customer database, and realign.
•  Maintain and improve current knowledge of effective methods for communicating with a customer audience.
•  Build and maintain current knowledge of Sage’s products and services.
•  Participate in release planning, product launches, and organisational readiness meetings and activities.
•  Ensure quality, accuracy, and completeness of communications produced by the team.
•  Serve as the escalation point for issues with communications.
•  Measure communication program success to ensure goals are being met
•  Recommend new approaches for customer communication, including new messaging, new email templates, or strategic changes to delivery methods.
•  Guide team’s approach to writing communications through appropriate voice and persona.

Skills, know-how and experience:
Must have: (5 or 6 Max)

•  8-10+ years of communications and business experience.
•  Proven issue and crisis management experience.
•  Incredibly well organised, able to execute project planning responsibilities with a detailed understanding of company vision, strategic objectives, priorities and ecosystem.
•  Demonstrated success in developing and executing compelling communications programs.
•  Excellent professional English writing, speaking and reading skills, and demonstrated ability to write for various channels.
•  Demonstrated ability to manage multiple projects with strong collaborative and cross-functional working skills.

Preferred: (2 or 3 Max)

•  Bachelor’s degree in Marketing or Communications
•  Experience in the IT, Telecommunications or Software industry
•  Solid understanding of marketing, communications, digital and social media

Technical / professional qualifications:

•  8-10 years of experience in corporate communications, marketing communications or customer communications
•  Degree in Marketing or Communications
•  Knowledge of email automation and customer relationship management systems a plus (examples: Eloqua, Salesforce, etc.)

Key performance indicators: (3-5 Max)

•  Contribution to improving NPS
•  Successful and timeous execution of customer communication or multiple discipline projects
•  Value add - best practice and knowledge sharing with relevant teams within the business