Head of Customer Lifecycle Management, AME

About Us

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.

About The Role

About the Role

The Head of Customer Lifecycle Management for the Americas is a strategic leadership role dedicated to fostering a culture of continuous improvement in service delivery and operational excellence. This role is responsible for designing and implementing initiatives that enhance the end-to-end customer journey across the AME region ensuring a seamless experience and sustained value creation.

This position involves managing and coordinating multiple cross functional teams - including Chapter Heads for Contract Execution, Project Management, Customer Service Management, Vendor Program Management, and Delivery Quality – to align efforts with overall business objectives. This role champions innovation and ongoing refinement of service offerings, driving improvement that optimize operational efficiency, financial performance, and customer satisfaction.

Ultimately, this leader ensures the delivery of measurable business benefits and value throughout the customer lifecycle, in alignment with the company’s global strategy and commitment to excellence.

This role reports to the Head of Orange Business Americas.

Team size: 50+ employees including 6 to 8 managers

Financial dimension: revenues over 300m€ per year, orders over 500m€ per year

Geographical scope: all Americas

Key Responsibilities

Strategic Leadership & Governance:

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.

Customer Lifecycle & Service Delivery

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.

Customer Journey Optimization:

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.

Team & Stakeholder Management

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.

Operational Excellence

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.

Cross-Functional Collaboration

Foster a culture of collaboration across functions and Regions, aligning teams and stakeholders to achieve strategic objectives and deliver seamless customer experiences.

1. Customer Lifecycle Strategy & Operating Model

• 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.

2. Leadership of Chapters & Practices

• 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.

3. Service Delivery & Performance Excellence

• 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.

4. Customer Experience & Value Realization

• 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

Success Measures (KPIs)

• Customer Satisfaction / NPS Improvement
• Customer Retention and Renewal Growth
• Delivery Performance (On-Time / On-Budget / Quality)
• Contract Revenue and Margin
• Employee Engagement and Capability Development
• Operational Efficiency
• Innovation and Continuous Improvement
• Stakeholder Satisfaction

About You

Core Competencies

• Leadership & People Development: inspire high-performing teams
• Strategic & Operational Leadership: crafting and executing strategies that drive business growth, operational efficiency and organizational agility
• Customer-Centric Innovation and Operating Model Design: developing innovative customer engagement models and designing scalable operating frameworks aligned with organizational goals
• Process Optimization & Digital Transformation: leading initiatives to streamline processes, leverage digital technologies, and enhance operational effectiveness
• Change Management & Organizational Agility: Navigating complex change initiatives, fostering adaptability, and embedding a culture of continuous improvement
• Data-Driven Decision Making: utilizing analytics and performance metrics to inform strategic choices and optimize outcomes
• Cross-Functional Collaboration & Stakeholder Influence: Building strong relationships across functions and influencing stakeholders to achieve shared objectives

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

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

What We Offer

• 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.

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, 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.