Customer Program Manager (CPM)

Orange Business; Slough; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in digital solutions seeks a Customer Program Manager to oversee the delivery of complex contracts. The role requires strong organizational skills, a degree in business or a related field, and a minimum of five years' experience in telecom or IT. You will manage client relationships and ensure overall contract effectiveness in a flexible and hybrid work environment.

Benefits

Flexible working hours

Professional development programs

Career growth and internal mobility opportunities

Health and well-being programs

Qualifications

• Minimum of 5 years of client-facing experience in telecom or IT.
• Strong business and financial acumen.
• Experience managing geographically distributed teams.

Responsibilities

• Organizes and supervises the execution of contracts.
• Ensures customer satisfaction and profitability.
• Leads request to cash client engagement.

Skills

Organizational skills

Communication

Interpersonal skills

Negotiation skills

Project management

Education

Degree in business or science

ITIL v4 foundation certification

Tools

MS Office Suite

Job description

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.

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

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.