Head of Customer Lifecycle Management, AME

Orange Business is a network and digital integrator that provides global solutions to enhance business operations. The Head of Customer Lifecycle Management for the Americas is responsible for leading initiatives to optimize the customer journey and service delivery, ensuring operational excellence and customer satisfaction across the AME region.

Responsibilities:

• Develop and implement integrated strategies that optimize operational and financial performance aligned with organizational goals for growth, profitability and quality of service
• Cultivate and sustain strong relationships with key stakeholders, including executive leadership and external partners, influencing decision-making to drive business, customer satisfaction, and profitable revenue through strategic initiatives
• Mentor and develop senior leaders and high performing teams, fostering a culture of collaboration, agility, and high achievement that supports organizational transformation and delivers customer-centric programs that add value and tangible benefits
• Design and oversee business processes and programs, including end-to-end management of customer agreements, ensuring seamless execution and operational efficiency
• Lead, inspire, and motivate senior teams, including Chapter Heads and Practice Heads, fostering a culture of excellence, innovation, and customer focus
• Establish governance frameworks, KPIs, and best practices to ensure consistent, high-quality delivery across all customer touchpoints, driving continuous improvement and accountability
• Provide strategic oversight of end-to-end delivery of all organic and new business opportunities, ensuring the highest standards of quality through the application of customer lifecycle management best practices
• Lead the seamless onboarding of new customers from opportunity identification and qualification, opportunity development and engagement, contract negotiation and delivery, ensuring a superior customer experience
• Champion initiatives aimed at enhancing customer satisfaction, loyalty, and lifetime value through operational excellence, lifecycle retention strategies, and renewal processes
• Ensure the consistent delivery of high-quality services and projects, overseeing programs and teams to meet all contractual commitments delivered by Orange Business or through third-party service providers
• Lead strategic initiatives to elevate customer satisfaction, improved loyalty assessments, and maximize lifetime value, aligned with organizational growth objectives. Collaborate closely with regional and global sales, marketing, profitability & business operations and technical leadership to design and implement integrated business processes that drive continuous performance improvements and deliver a seamless, cohesive customer experience
• Lead and inspire a diverse team of Chapter Heads across key functions including: Contract Execution, Contract Lifecycle Management, Project and Program Delivery, Customer Service Management, Third-Party Vendor Management, and Delivery Quality Assurance
• Cultivate strong relationships with internal and external stakeholders to ensure seamless collaboration, accountability, and delivery of exceptional value across all areas of responsibility
• Drive the efficient execution of projects, ensuring strict contract compliance, and the delivery of exceptional customer service. Leading the adoption and continuous improvement of best practices, tools, and processes to optimize customer lifecycle management and operational effectiveness. Oversee the monitoring and analyse of performance metrics, proactively implementing corrective actions to ensure targets are met and exceeded
• Foster a culture of collaboration across functions and Regions, aligning teams and stakeholders to achieve strategic objectives and deliver seamless customer experiences
• Define and execute a comprehensive, integrated customer lifecycle strategy across regions
• Shape and continuously evolve the operating model, governance structure, tooling, and maturity frameworks to drive operational excellence and scalability
• Establish performance dashboards, scorecards, and continuous improvement cycles to monitor progress and optimize outcomes
• Own Organic Growth initiatives, including opportunity development and delivery, to maximize customer value and revenue
• Lead and develop Chapter Heads across key functions such as Project Management, Contract Lifecycle Management and Execution, Customer Service, and Delivery Quality Management)
• Foster a culture of customer-centric delivery, accountability, and professional excellence, inspiring teams to achieve strategic objectives
• Ensure consistent, predictable delivery of services and project outcomes, maintaining strict contract compliance, and high service performance standards
• Oversee delivery governance frameworks and escalation processes to proactively address issues
• Monitor performance trends, analyze data, and implement corrective and preventive actions to sustain continuous improvement
• Drive measurable improvements in customer engagement, retention, and growth through targeted lifecycle initiatives
• Collaborate with Sales, Service Lines, and Territory leadership to deliver a seamless high-value customer experience
• Manage and enhance third-party performance related to service delivery and support, ensuring alignment with organizational standards and business goals
• Lead initiatives that reduce churn and maximize customer lifetime value, translating strategic insights into tangible business results

Requirements:

• Strategic leadership experience in customer lifecycle management or related field
• Proven ability to develop and implement integrated strategies that optimize operational and financial performance
• Experience in cultivating and sustaining strong relationships with key stakeholders, including executive leadership and external partners
• Demonstrated ability to mentor and develop senior leaders and high performing teams
• Experience in designing and overseeing business processes and programs
• Ability to establish governance frameworks, KPIs, and best practices
• Experience in providing strategic oversight of end-to-end delivery of business opportunities
• Proven track record in championing initiatives aimed at enhancing customer satisfaction and loyalty
• Experience in leading strategic initiatives to elevate customer satisfaction and maximize lifetime value
• Ability to lead and inspire a diverse team across key functions
• Experience in driving the efficient execution of projects and ensuring strict contract compliance
• Proven ability to foster a culture of collaboration across functions and regions
• Experience in defining and executing a comprehensive customer lifecycle strategy
• Ability to shape and evolve operating models and governance structures
• Experience in leading and developing Chapter Heads across key functions
• Proven ability to ensure consistent delivery of services and project outcomes
• Experience in driving measurable improvements in customer engagement and retention
• Ability to manage and enhance third-party performance related to service delivery
• Experience in leading initiatives that reduce churn and maximize customer lifetime value
• Strong leadership and people development skills
• Ability to craft and execute strategies that drive business growth and operational efficiency
• Experience in developing innovative customer engagement models
• Proven ability to lead initiatives to streamline processes and enhance operational effectiveness
• Experience in navigating complex change initiatives and fostering adaptability
• Strong data-driven decision-making skills
• Proven ability to build strong relationships across functions and influence stakeholders