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For Companies At a Glance
- Tasks: Manage client contracts, ensuring satisfaction and successful delivery of services.
- Company: Join Orange Business, a leader in global communication solutions across 166 countries.
- Benefits: Enjoy flexible working hours, hybrid work options, and professional development opportunities.
- Why this job: Be part of a caring culture that values diversity, innovation, and employee well-being.
- Qualifications: Degree in business or relevant field; 5 years of client-facing experience in telecom or IT.
- Other info: Opportunities for global collaboration and career growth within a dynamic international team.
The predicted salary is between 43200 - 72000 £ per year.
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The position is assigned to specific clients, where Orange provides highly complex and customized solutions or where a strong client governance is needed.
During the life-cycle of the contract for a client or a set of clients, the role:
- organizes and supervises the overall execution of the contract to achieve contract commitments and customer satisfaction.
- oversees and manages the successful delivery of programs and services, ensuring customer satisfaction, profitability.
- is overall accountable for the Request to Cash activities. This includes solution design in pre-sales, service creation during contract setup and organic growth management.
A key objective of the Customer Program Manager is to optimize the efficiency of contract execution through continuous improvement and usage of the best of our standard company processes and functions, while meeting the contractual obligations.
On small enterprise accounts the Customer Program Manager can benefit from a delegation of authority from the Client Executive with regards to the client governance and profitability.
RESPONSIBILITIES
The Customer Program Manager will be assigned to one or more accounts, according to their size and complexity, the customer\’s expectations, their personal interests, and their individual development plan. In most cases they will be assigned during the full life cycle of the relevant contracts.
On the assigned account the Customer Program Manager reports functionally into a Customer Program Director or Client Executive.
KEY ACCOUNTABILITIES
Contract management
- Ensure contractual compliance and monitor obligations for both parties
- Provide guidance and support to internal teams on contract matters
- Monitor contract performance, identify areas for improvement, and mitigate risks
Customer lifecycle request to cash
- Request to cash Design
- Service Creation and Vendor Management for non-standard services or processes
- Lead the request to cash client engagement
Program management on small to medium enterprise account
- Accountable for overall delivery, work with Project Managers to ensure Delivery Team Leadership and Risk Management
- Customer Relationship Management
Programme Management on Large accounts
- Project Management
- Team Coordination
- Scheduling and Timeline Management
- Quality Assurance
- Reporting and Documentation
- Budget Management
- Risk and Issue Management
- Customer Satisfaction
- Training and Support
- Identify areas of improvement within customer contract and program management activities
- Develop and implement strategies to enhance customer satisfaction and retention.
Monitor and analyse customer feedback and data to identify opportunities for improvement and implement necessary changes
about you
ESSENTIAL KNOWLEDGE & EXPERIENCE
Deep knowledge of Orange Business products, processes & tools, and the associated organizations
Excellent organisation, co-ordination, communication, presentation, synthesis, and reporting skills
Client focused with strong interpersonal & negotiation skills
Teambuilder, used to work with different cultures and to work in a virtual matrix team environment.
Ability to innovate and find improved ways of doing things
Good understanding of the telecoms and IT industries.
Integrating project work with Knowledge Management concepts and principles
Strong business and financial acumen
Excellent knowledge of written and spoken English language
Sound knowledge of the MS office suite
EDUCATION, QUALIFICATIONS, AND CERTIFICATIONS
Degree in business, science (or other relevant area), or equivalent relevant experience with a demonstrable commitment to self-development
Optional : Synergy, CMM/CMMI, PMP or PgMP or Prince2 or MSP, Six Sigma or agile certifications
EXPERIENCE
Minimum of 5 years of client facing experience in the telecom or IT industry
Experience in building client relationship
Experience in managing geographically distributed teams
Working in an international environment.
additional information
Global opportunities:
Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
Professional development: training programs and upskilling/re-skilling opportunities
Career growth: Internal growth and mobility opportunities within Orange
Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
Reward programs: Employee Referral Program, Change Maker Awards
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
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Customer Program Manager (CPM) employer: Orange Business Services
Contact Detail:
Orange Business Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Program Manager (CPM)
✨Tip Number 1
Familiarise yourself with Orange Business products and services. Understanding their offerings will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees of Orange Business. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare to discuss your experience in managing client relationships and projects. Be ready to share specific examples that highlight your skills in contract management and customer satisfaction.
✨Tip Number 4
Showcase your ability to work in a virtual team environment. Highlight any past experiences where you successfully collaborated with geographically distributed teams, as this is crucial for the Customer Program Manager role.
We think you need these skills to ace Customer Program Manager (CPM)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client management, program delivery, and contract compliance. Use specific examples that demonstrate your ability to manage complex projects and enhance customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Customer Program Manager role. Discuss how your skills align with the responsibilities outlined in the job description, particularly your experience in the telecom or IT industry.
Showcase Relevant Skills: Emphasise your organisational, communication, and negotiation skills. Mention any certifications you hold, such as PMP or Six Sigma, and how they contribute to your ability to manage client relationships effectively.
Highlight Continuous Improvement: Discuss your approach to optimising contract execution and improving processes. Provide examples of how you've identified areas for improvement in previous roles and the positive outcomes that resulted from your initiatives.
How to prepare for a job interview at Orange Business Services
✨Understand the Role Thoroughly
Make sure you have a solid grasp of what a Customer Program Manager does. Familiarise yourself with contract management, customer lifecycle processes, and the specific responsibilities outlined in the job description. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Client-Facing Experience
Since this role requires a minimum of 5 years of client-facing experience, be prepared to discuss your past interactions with clients. Highlight specific examples where you successfully built relationships, managed expectations, and delivered results that enhanced customer satisfaction.
✨Demonstrate Your Problem-Solving Skills
The position involves identifying areas for improvement and mitigating risks. Prepare to share examples of how you've tackled challenges in previous roles, particularly in contract execution or program management. This will show your ability to innovate and find improved ways of doing things.
✨Prepare Questions for the Interviewers
Having insightful questions ready shows your genuine interest in the role and the company. Ask about the team dynamics, the company's approach to client governance, or how they measure customer satisfaction. This not only helps you gauge if the company is the right fit for you but also demonstrates your proactive attitude.
