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For Companies At a Glance
- Tasks: Manage client contracts, ensuring satisfaction and successful delivery of services.
- Company: Join Orange, a leader in telecom solutions, known for innovation and customer focus.
- Benefits: Enjoy flexible working options, professional development opportunities, and a vibrant company culture.
- Why this job: Be part of a dynamic team that values creativity and continuous improvement while making a real impact.
- Qualifications: Degree in business or relevant field; 5+ years in client-facing roles, preferably in telecom or IT.
- Other info: Opportunity to work with diverse teams globally and enhance your project management skills.
The predicted salary is between 43200 - 72000 £ per year.
About the role
ROLE PURPOSE
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 and 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
- Request to cash Design
- Service Creation and Vendor Management for non-standard services or processes
- Lead the request to cash client engagement
- Accountable for overall delivery, work with Project Managers to ensure Delivery Team Leadership and Risk Management
- 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
- Strong industrialization spirit
- 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
- ITIL v4 foundation certification
- Financial background
- 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.
Contact Detail:
Orange Business Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Program Manager
✨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.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Brush up on your project management skills, especially if you have experience with methodologies like Agile or Six Sigma. Being able to discuss these frameworks confidently can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience in client relationship management. Be ready to share specific examples of how you've successfully managed client expectations and improved satisfaction in previous roles.
We think you need these skills to ace Customer Program Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client management, contract execution, and program delivery. Use specific examples that demonstrate your skills in managing customer relationships and improving satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and explain how your background aligns with the responsibilities of a Customer Program Manager. Mention your understanding of Orange Business products and your ability to innovate in contract management.
Showcase Relevant Experience: When detailing your work experience, focus on roles where you managed client accounts or led projects. Highlight any achievements related to customer satisfaction, financial accountability, and team coordination.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. Ensure that your language is clear and professional, reflecting your strong communication skills as required for the role.
How to prepare for a job interview at Orange Business
✨Know Your Client
Before the interview, research the company and its clients thoroughly. Understand their products, services, and the specific challenges they face in the telecom and IT industries. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Project Management Skills
Be prepared to discuss your experience with project management, especially in a client-facing role. Highlight specific examples where you've successfully managed contracts, improved processes, or enhanced customer satisfaction. Use metrics to quantify your achievements.
✨Demonstrate Your Interpersonal Skills
As a Customer Program Manager, strong interpersonal and negotiation skills are crucial. Be ready to share examples of how you've built relationships with clients and worked effectively within diverse teams. Emphasise your ability to communicate clearly and resolve conflicts.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about potential challenges you might face in the role and how you would address them. This will showcase your critical thinking and adaptability.
