Global Head of Community

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- Are you passionate about creating a best-in-class community strategy?
Sage is seeking a Global Head of Community that will create and maintain our overall community strategy
You will drive customer engagement and increase the level of peer-to-peer support while driving maximum productivity from the team You will also be accountable for delivering the vision and strategy and mobilizing the business to achieve the strategy. You will also be responsible for establishing metrics and achievement of targets to exceed customer expectations.
The success of the Global Head of Community will be dependent on building effective partnerships with the regional teams across Sage. This includes being an advocate for the community and obtaining the stakeholder support required to deliver a best-in-class experience. KPIs include:

- Customer Engagement Metrics as a measure for driving peer-to-peer support to target and onto excellent
- Growth of community membership to facilitate peer-to-peer growth
- Customer Effort Score
- Customer Satisfaction (NPS)

**Key Responsibilities**
- You will report to the VP, Customer Support and build strong relationships with Regional VPs and Directors to influence strategy. You will work collaboratively with colleagues in the Digital Operations Enablement Team, closely with colleagues in Marketing to drive engagement campaigns and with third-party vendors.
Responsibilities include:

- Demonstrate a deep understanding of our customer’s needs. Continue to develop our community support model so that it meets their needs and is low effort for them to access and use
- Evolve the community support model using best practice principles and industry benchmarks to continue to deliver an excellent Customer Experience
- Work effectively with (Internal) Stakeholders including Customer Service, IT, Product, Marketing, and Brand.
- Create and execute a plan that delivers the Customer Operations vision for a best-in-class support community
- Responsible for designing and delivering engagement campaigns, working with relevant teams to create and execute campaigns that drive up engagement levels and reduce customer attrition
- Keep your finger on the pulse. Assess new and emerging technologies that can support and enhance the community experience. Build these into the playbook as appropriate to ensure they can support and enhance the community experience.
- Set the vision and direction for the community team across the Globe. Make sure that all team members are aligned with and contribute to the Global community vision.

Qualifications:

- 5+ years of leadership experience within a peer-to-peer support community
- Managed community teams to deliver high performance
- Experience of managing third-party vendor relationships
- Ability to build strong relationships with internal Stakeholders
- Experienced at working in a continuous improvement environment to drive an improved customer and colleague experience

Community Management:

- A proven track record of growing and nurturing best-in-class customer peer-to-peer support communities using both internal and external data sources
- Passionate about supporting our customers and communities and sharing that passion with your colleagues and Stakeholders to deliver excellent experiences
- Experienced at leading a global matrixed team that operate across multiple regions, time zones, languages, and products and the nuances that come with this

Organizational awareness:

- Ability to see the ‘bigger picture’ and recognize the impact and opportunities of projects across the Global Sage organization
- Ability to work on own initiative and easily adapt to a fast-paced tech environment

Communication and Stakeholder Management:

- Emotionally intelligent leader with a track record of being able to adapt their style to different stakeholder audiences across a global organization
- Exceptional co