A Customer Program Director (CPD) is a seasoned client executive, leading Consulting & Solutions Integration (CSI) sales efforts for assigned Large Accounts and accountable for managing all aspects of the solution life cycle; including pre-sales, delivery and operations, towards excellence, maximizing revenue and margin.
Key responsibilities:
• The CPD supports Account Directors in defining account strategy and coordinates non-sales oriented activities on the Account in line with the account strategy.
• The CPD ensures that from pre-sales to contract termination all stakeholders’ responsibilities are shared, understood and aligned with both the Customer's business priorities and the Orange Business Services contractual commitments. The CPD is accountable for the quality of all operational efforts and activities.
• The CPD will create and manage an account environment where Orange Business Services employees become empowered to resolve legitimate customer issues and turn gaps between business requirements and contractual commitments into additional opportunities.
• The CPD will create an account environment that drives innovation. • The CPD will develop and implement a structured and coordinated approach resulting in Orange Business Services moving up the value chain.
• The CPD will facilitate, develop and produce a team approach where all Orange Business Services
Employees can contribute to a continuously improving customer satisfaction and quality-ofservice resulting in operational excellence. The CPD will lead and coach the team members.
• In order to achieve this, the CPD institutes reviews and augments the necessary procedures, tools, processes and staff supporting the client in a continuous effort to provide optimum customer service and minimal risk of failure and delay.
• The CPD manages the customer's expectations. He/she maintains the communications policy, structuring who-talks-to-who-on-what and ensuring consistency of Orange Business Services’ messages to the client. The CPD creates transparency of internal functional- and organizational boundaries.
• The CPD develops, populates, consolidates and presents specific business performance metrics to the customer. He/she manages the actual P&L (overall revenue, categories of PS revenue & direct cost) of the account against the forecasted P&L and will take measures to maximize the overall products and services margin on the account.
• The CPD has direct access to - and is authorized to escalate/notify directly to – client and Orange Business Services’ executive management.
About you
A minimum of 10 years of working experience in Multi National Companies.
• Minimum of 5 years experience in global Service Deployment, Service Delivery and Operations.
• A proven track record of successfully managing the complete customer life cycle of contracts,
Solutions and services.
• Relevant experience with managing cross-functional (virtual) teams with more then 15 staff
Members.
• Ability to act diplomatically within a difficult and demanding client environment under tight
Financial- and time restraints.
• World-class organizational and global leadership skills. • Strong customer program management background - experience in performance and cost control
- experience in risk analysis and mitigation.
• Strong experience in P&L analysis and management.
• Excellent executive-level communication and behavioral skills.
• Excellent skills with regard to managing, motivating and coaching professionals.
• The core competencies of a CPD are: building trust, organizational skills, results focus, financial
Awareness, stress tolerance, seniority, customer focus, entrepreneurial skills and the ability to overview/comprehend complex, multi-layered, multi-sourced and multi-functional ICT solutions.
• Excellent knowledge of Strategic planning and management principles, Business Life Cycle Management, Business Processes, Change Management (SixSigma), Quality Management (TQM) principles and best practices (MSP, Prince2 and ITIL).
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