Needed Experience:
- 5 – 7 years of experience in Telecom IT, CRM, Customer Management, Digital Channels, or BSS domains.
- Minimum 2–3 years of experience in a leadership, supervisory, or project management role.
- Experience managing cross-functional teams and vendors.
Technical Knowledge:
• CRM Platforms
• Customer Journey Management
• Telecom BSS/OSS Ecosystems
• Oracle SQL / PL-SQL
• APIs and System Integration
• Digital Sales & Customer Care Solutions
• Project Management Methodologies (Agile
Mission:
Lead the Customer Management team responsible for the delivery, enhancement, support, and operation of Customer Management platforms, including CRM, Sales, Customer Care, Loyalty, Retention, Payment Channels, and Digital Customer Journeys. Ensure alignment between business requirements and technology solutions while maintaining platform stability, operational excellence, and customer experience objectives.
Key Accountabilities:
- Strong technical and analytical background in Telecommunication related to service implementation on Billing, Mediation, CRM , Loyality Management ,Payment Channels
- experience in ecommerce mobile apps development for iOS and Android.
- Experience project management methodologies
- Team Leadership & People Management
- Lead, coach, and develop the Customer Management team.
- Manage team workload, priorities, and resource allocation.
- Define team objectives, KPIs, and performance targets.
- Support capability development and succession planning.
- Demand & Delivery Management
- Manage the intake, prioritization, and delivery of business requirements.
- Ensure timely delivery of projects, enhancements, and production changes.
- Coordinate project activities across Business, IT, Vendors, and Operations teams.
- Monitor project progress, risks, issues, and dependencies.
- Customer Management Platforms Ownership
- Oversee CRM, Sales, Customer Care, Loyalty, Retention, and Payment Channel platforms.
- Ensure platform availability, stability, and performance.
- Drive continuous improvement and optimization initiatives.
- Ensure alignment with Orange architecture and technology standards.
- Business Relationship Management
- Act as the primary point of contact for business stakeholders.
- Translate business needs into technology solutions.
- Facilitate workshops, requirement gathering sessions, and solution reviews.
- Manage stakeholder expectations and communications.
- Solution Design & Governance
- Review and validate business requirements and solution designs.
- Ensure compliance with enterprise architecture, security, and governance standards.
- Lead HLD and LLD reviews and approvals.
- Support technology roadmap planning.
- Operational Excellence
- Monitor system performance and service quality.
- Ensure effective incident, problem, and change management processes.
- Lead root cause analysis for critical production issues.
- Drive automation and process optimization initiatives.
- Vendor & Partner Management
- Manage vendor relationships and service delivery performance.
- Review deliverables, milestones, and contractual commitments.
- Support RFPs, vendor evaluations, and procurement activities.
- Reporting & Governance
- Prepare management reports and dashboards.
- Track KPIs, SLAs, project status, and operational performance.
- Present updates to management and governance committees.
