Client Executive

about the role

about you

Within the context of a complex and multi-functional organisational environment, the mission of the CBU Director (Head of CBU) role is to lead a cross functional team relying both on Orange Business Services staff and Third Parties & vendors in order to manage and develop a governance and partnership with Global Customer Programs Europe (GCPE) customers with full accountability to achieve commitments in the master service agreement while maximising profitability and delivering satisfaction and value to the customer.

Responsibilities

P&L management:

Drive P&L performance maximisation over the partnership life cycle with Finance and across functional CBU team to overachieve financial targets set in the initial business case agreed at Investment Committee or Deal Approval , analysing actual performance, reviewing P&L assumptions including renegotiation of contract commitments with the customer, defining and monitoring profitability improvement

Customer relationship management for the GCPE partnership

Owns the overall accountability of customer satisfaction for the GCPE partnership with the customer.

Drives the customer relationship within the contractual framework..

Includes the set up and overall supervision of the governance and all communication with the customer to:

understand and manage customer expectations

validate messages

report on progress and results

agree priorities and plan

identify new needs and develop business

negotiate contract evolution or deployment strategy

be the escalation level for major issues when solutions have not been reached with his team

Program Management of the contract execution over the entire customer partnership life cycle

Organises and supervises the overall execution of the contract to achieve contract commitments and customer satisfaction.

Includes the set up and management of a customer facing cross functional CBU organisation and of a programme management plan (legacy customer services transformation management, new products and services design, planning and delivery, risk management, internal and external communication, commercial and contract management, sourcing, service operations and customer care, P&L management, Order to cash, …).

Human resources management

Creates and manages a cross functional CBU team in collaboration with line managers to deliver the partnership commitments.

Includes identification of staffing needs (numbers and profiles), engagement of resources as per budget, validation of resources, workload anticipation and management, participation to objectives setting and evaluation of performance, recommendation for the development of competencies, induction plan for new comers

Contract extensions (organic growth and scope)

Work with the Sales Department and the Customer to identify and develop contract extension business opportunities, from the qualification to the customer agreement.

Dimensions

The Head of CBUis a senior role required for especially large and complex programmes. It requires a broad scope of authority and & roll-out the overall customer partnership as per the Master Service Agreement. They ensure that all aspects of the partnership are initiated, directed and closed as appropriate, usually through a multi-functional & international organisational environment. This requires leadership & empowerment to cost-effectively, timely and professionally manage all activities to meet partnership objectives.

The CBU team may be made up of many staff from many internal and external supporting entities which support GCPE.

The Head of CBU role will have fullaccountability, authority and control over the CBU structure as well as all financial, contractual, strategic, business related and risk-related information concerning the partnership and its extensions.

The Head of CBU role must work closely with sales to energize the relationship with the client in order to develop new business departments from within Orange to ensure first class contract execution and customer experience

Responsibilities

P&L management:

Drive P&L performance maximisation over the partnership life cycle with Finance and across functional CBU team to overachieve financial targets set in the initial business case agreed at Investment Committee or Deal Approval , analysing actual performance, reviewing P&L assumptions including renegotiation of contract commitments with the customer, defining and monitoring profitability improvement

Customer relationship management for the GCPE partnership

Owns the overall accountability of customer satisfaction for the GCPE partnership with the customer.

Drives the customer relationship within the contractual framework..

Includes the set up and overall supervision of the governance and all communication with the customer to:

understand and manage customer expectations

validate messages

report on progress and results

agree priorities and plan

identify new needs and develop business

negotiate contract evolution or deployment strategy

be the escalation level for major issues when solutions have not been reached with his team

Program Management of the contract execution over the entire customer partnership life cycle

Organises and supervises the overall execution of the contract to achieve contract commitments and customer satisfaction.

Includes the set up and management of a customer facing cross functional CBU organisation and of a programme management plan (legacy customer services transformation management, new products and services design, planning and delivery, risk management, internal and external communication, commercial and contract management, sourcing, service operations and customer care, P&L management, Order to cash, …).

Human resources management

Creates and manages a cross functional CBU team in collaboration with line managers to deliver the partnership commitments.

Includes identification of staffing needs (numbers and profiles), engagement of resources as per budget, validation of resources, workload anticipation and management, participation to objectives setting and evaluation of performance, recommendation for the development of competencies, induction plan for new comers

Contract extensions (organic growth and scope)

Work with the Sales Department and the Customer to identify and develop contract extension business opportunities, from the qualification to the customer agreement.

Dimensions

The Head of CBUis a senior role required for especially large and complex programmes. It requires a broad scope of authority and & roll-out the overall customer partnership as per the Master Service Agreement. They ensure that all aspects of the partnership are initiated, directed and closed as appropriate, usually through a multi-functional & international organisational environment. This requires leadership & empowerment to cost-effectively, timely and professionally manage all activities to meet partnership objectives.

The CBU team may be made up of many staff from many internal and external supporting entities which support GCPE.

The Head of CBU role will have fullaccountability, authority and control over the CBU structure as well as all financial, contractual, strategic, business related and risk-related information concerning the partnership and its extensions.

The Head of CBU role must work closely with sales to energize the relationship with the client in order to develop new business departments from within Orange to ensure first class contract execution and customer experience

about you

Skills/ Experience profile

Minimum of 5 years related work experience in customer facing organizations within the telecom or IT industry.

A proven track record of successfully managing the complete customer life cycle of contracts, solutions and services.

Ability to act diplomatically within a difficult and demanding client environment under tight financial- and operational restraints.

Experience working in an external client facing role within the telecoms and IT industry sectors or within service consultancy businesses (SSII).

Understand market trends, and technical and business issues associated with the communication industry

 Relevant experience with managing cross-functional (virtual) teams with more than 15 staff members.

Experience in product management or functional management in a matrix organisation.

Ability to adapt and perform in different organisational cultures and to work in multinational / international environments.

Excellent communication skills

Ability to work under pressure and meet deadlines

A deep knowledge of the corporate environment.

Proficiency in English language essential: additional languages a plus

A broad range of skills in general management including financial management and business planning, strategic planning and implementation as well as communication, negotiation, stakeholder management and interpersonal skills.

Strong customer program management background - experience in performance and cost control

 experience in risk analysis and risk mitigation.

Knowledge of the PMI Standard for Program Management or similar Programme Management body of best practice is essential, especially for partnerships in the initial starting phases (initiation and build).

Relevant and desirable vocational certifications include Managing Successful Programmes (MSP) from the OGC or Program Management Professional (PgMP) from the PMI.

Other postgraduate or vocational qualifications in Programme or General Business Management may also be an advantage.

An ITIL certification (customer service management) is particularly welcome for partnerships at a run stage.

Good IT skills. In particular proficiency in Excel is essential

University degree or equivalent experience

department

Orange Business International

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

contract

Regular