Join us at Orange Business!

We are 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.

The ANZ Head of Customer Lifecycle Management for Orange Business International is a strategic leadership role responsible for overseeing the end-to-end customer journey across your region. This role involves managing and coordinating multiple teams, including Chapter Heads for Project Management, Contract Management, Customer Service Management, and Technical Management. The role ensures seamless customer experience, operational excellence, and the delivery of value throughout the customer lifecycle, aligning with the company’s global objectives.

Strategic Leadership & Governance:

• Develop and implement a comprehensive customer lifecycle management strategy aligned with organizational goals.
• Develop and implement integrated strategies to optimize operational performance and enhance the customer journey.
• Lead, develop, and motivate senior teams, including Chapter Heads and Practice Heads, fostering a culture of excellence, agility, and customer focus.
• Establish governance frameworks, KPIs, and best practices to ensure consistent delivery across all customer touchpoints.

 

Customer Lifecycle & Service Delivery

• Oversee end-to-end customer lifecycle management, ensuring smooth onboarding, engagement, retention, and renewal processes.
• Drive initiatives to improve customer satisfaction, loyalty, and lifetime value through operational improvements.
• Ensure the delivery of high-quality services, projects, and contractual commitments.

 

Customer Journey Optimization:

• Drive initiatives to enhance customer satisfaction, loyalty, and lifetime value.
• Collaborate with sales, marketing, and technical teams to ensure a cohesive customer experience.

 

Team & Stakeholder Management

• Manage a diverse team of Chapter Heads responsible for: 
  • Project Management,
  • Contract Management,
  • Customer Service,
  • Technical Management and/or Consulting.

 

Operational Excellence

• Ensure efficient project execution, contract compliance, and quality of customer service.
• Implement best practices, tools, and processes for effective customer lifecycle management.
• Monitor and analyse performance metrics, implementing corrective actions as needed.
• Cross-Functional Collaboration:

 

1. Customer Lifecycle Strategy & Operating Model

• Define and implement the integrated customer lifecycle strategy across regions.
• Shape and evolve the operating model, governance structure, tooling, and maturity frameworks.
•  Establish performance dashboards, scorecards, and continuous improvement cycles.

2. Leadership of Chapters & Practices

• Lead Chapter Heads (Project Management, Contract Management, Customer Service Management, Technical Management).
• Promote a culture of customer-centric delivery, accountability, and professional excellence.

3. Service Delivery & Performance Excellence

• Ensure predictable delivery of services, project outcomes, contract compliance, and service performance.
• Oversee delivery governance and escalation frameworks.
• Monitor performance trends and drive corrective and preventive actions.

4. Customer Experience & Value Realization

• Improve measurable customer engagement, retention, and growth.
• Partner with Sales, Service Lines, and Territory leadership to ensure seamless experience.
• Drive lifecycle initiatives that reduce churn and enhance customer value.

 

Core Competencies

• Leadership & People Development.
• Strategic & Operational Leadership.
• Customer-Centric Innovation and Operating Model Design.
• Process Optimization & Digital Transformation.
• Change Management & Organizational Agility.
• Data-Driven Decision Making.
• Cross-Functional Collaboration & Stakeholder Influence.

 

Behavioral Competencies

• Leadership & Influence: Ability to inspire, motivate, and guide teams across functions and geographies, fostering a culture of excellence and accountability.
• Strategic Thinking: Demonstrates a forward-looking mindset, able to analyze complex situations, anticipate future trends, and develop innovative strategies.
• Customer Orientation: Deep commitment to understanding and exceeding customer expectations, ensuring a customer-first approach in all decision-making.
• Change Leadership: Skilled in leading organizational change, promoting agility, and managing resistance effectively.
• Results-Driven: Focused on achieving measurable outcomes, with a strong sense of accountability and perseverance.
• Collaboration & Teamwork: Builds strong relationships across departments and with external stakeholders, promoting a collaborative environment.
• Decision-Making & Problem-Solving: Uses data, insights, and sound judgment to make timely, effective decisions and resolve issues proactively.
• Adaptability & Resilience: Maintains composure and effectiveness in a dynamic, fast-paced environment, adapting to changing priorities.
• Communication Skills: Excellent at conveying ideas clearly and persuasively, listening actively, and fostering open dialogue.
• Innovative Mindset: Encourages creativity and continuous improvement, seeking new ways to enhance operations and customer experience.

 

Success Measures (KPIs)

• Customer Satisfaction / NPS Improvement.
• Customer Retention and Renewal Growth.
• Delivery Performance (On-Time / On-Budget / Quality).
• Contract Margin Protection and Cost-to-Serve Efficiency.
• Employee Engagement and Capability Development.

 

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.

• Global Opportunities: Work in multi-national teams with 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.

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.