Episode 83: Creating a Delightful Customer Experience with Sarah Kaye

By Kelly Barner | September 21, 2022

There are differences in procurement by industry, company, and even between direct and indirect procurement, but each team or individual still has an opportunity to make meaningful contributions to the customer experience.

Active listening and focusing on what really moves the needle can keep procurement focused on what matters most.

In this episode of The Sourcing Hero podcast, Host Kelly Barner welcomes Sarah Kaye. Sarah has worked in procurement for many companies that you’ve no doubt heard of: Target, Radisson Hotel Group, WeWork, and now Spin Mobility, an electric scooter and bike-share company.

But she actually started her career in marketing and sales… a background that serves her well given today’s procurement challenges.


In this conversation, Sarah combines her experience in sales and marketing with her time in procurement to shed light on:

  • What it is like to transition from direct spend management to indirect corporate contract management
  • How procurement can ‘surprise and delight’ customers via indirect sourcing
  • Ways for procurement to ‘market’ their value-add beyond savings
  • Why we need diverse perspectives and voices at every ‘table’ where decisions are being made


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