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For Companies At a Glance
- Tasks: Manage client contracts and ensure customer satisfaction through effective program delivery.
- Company: Join Orange Business, a global leader in digital integration with 30,000+ employees worldwide.
- Benefits: Enjoy flexible working hours, hybrid work options, and professional development opportunities.
- Why this job: Be part of a diverse team that values innovation and offers global collaboration.
- Qualifications: 5+ years in client-facing roles, degree in business or relevant field, ITIL certification preferred.
- Other info: We celebrate diversity and are committed to creating an inclusive workplace.
The predicted salary is between 48000 - 72000 £ per year.
Orange Business is here!
About us
Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
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, 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
- Financial Accountability
Programme Management on Large accounts
- Project Management
- Team Coordination
- Customer Engagement
- Scheduling and Timeline Management
- Quality Assurance
- Reporting and Documentation
- Budget Management
- Risk and Issue Management
- Customer Satisfaction
- Training and Support
Continuous improvement
- 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.
What we offer
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
Only your skills matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don\’t hesitate to tell us about your specific needs.
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Customer Program Manager (CPM) employer: Orange Business
Contact Detail:
Orange Business 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 company and its solutions.
✨Tip Number 2
Network with current or former employees of Orange Business on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations for the Customer Program Manager role.
✨Tip Number 3
Prepare to discuss your experience in managing client relationships and projects, especially in a telecom or IT context. 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 diverse teams and adapt to different cultures. Highlight any international experience you have, as this is crucial for a role that involves collaboration across global teams.
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, contract execution, and program delivery. Use specific examples that demonstrate your skills in the telecom or IT industry.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with the responsibilities of the Customer Program Manager and how you can contribute to customer satisfaction and contract compliance.
Showcase Your Skills: Emphasise your organisational, communication, and negotiation skills in your application. Provide examples of how you've successfully managed client relationships and led teams in previous roles.
Highlight Continuous Improvement Initiatives: Discuss any past experiences where you identified areas for improvement in contract management or customer engagement. This will show your proactive approach and commitment to enhancing customer satisfaction.
How to prepare for a job interview at Orange Business
✨Know Your Products and Processes
Familiarise yourself with Orange Business products, processes, and tools. Understanding these will help you demonstrate your capability to manage contracts effectively and show that you're ready to hit the ground running.
✨Showcase Your Client Management Skills
Prepare examples of how you've successfully built and maintained client relationships in the past. Highlight your interpersonal and negotiation skills, as these are crucial for a Customer Program Manager role.
✨Demonstrate Your Organisational Skills
Be ready to discuss how you manage multiple projects and teams. Use specific examples to illustrate your ability to coordinate tasks and ensure timely delivery while maintaining quality.
✨Emphasise Continuous Improvement
Think about ways you've identified areas for improvement in previous roles. Be prepared to share strategies you've implemented to enhance customer satisfaction and retention, as this aligns with the key responsibilities of the position.
