Senior Service Design Manager
Orange Business Services
Casablanca, Morocco
il y a 4j

about the role

Are you passionate about customer relations and innovative services?

Do you like challenges and want to take on high-impact initiatives?

As Senior Service Design Manager, you will be the key interface between sales and C2SO teams. You will represent C2SO at the Business Committee to share the progress of the main projects in progress and to raise the risks.

You will also be the point of contact for marketing in order to identify monetization opportunities for C2SO customer services.

Main activities

You are responsible for defining the processes, interactions and governance of the Service Design by capitalizing on the organization in place and relying on the transformation programs in progress (Customer Experience...)

You analyze the calls for tender in order to identify the best response strategy and develop a solution adapted to the customer's needs with the best operational model, while optimizing the service costs.

You identify the impacts of the expressed needs on the services, their feasibility and their cost and consequently propose appropriate solutions and pricing for non-standard service requests.

You implement a capitalization of the offers by constituting service bricks, replicable with other customers

You will identify new Professional Services opportunities and promote them to IC clients and marketing.

about you

15 years of significant experience in the implementation of complex B2B customer business and master the fundamentals of the offers : ordering process, deployment, after-sales service, billing, customer support.

You have the ability to develop and propose a solution adapted to specific customer needs.

You have a strong capacity for analysis, rigor and management of priorities and deadlines.

Customer oriented, you are an excellent communicator and have a strong ability to work cross-functionally.

Skills :

  • Demonstrated customer culture
  • Project management
  • Initiative, curiosity, rigor and perseverance
  • Ability to work collectively and transversally (teamwork, information sharing,...)
  • Ability to listen and act : customer and result oriented
  • Ability to communicate and convince
  • Working in an international context, the mastery of English is essential.

    additional information

    Within the Orange Wholesale International Network Division (WIN), International Carriers (IC) is responsible for developing the wholesale of Voice, Mobile, Data and Services products to all Orange subsidiaries, international operators and content providers.

    IC is also a key player in the voice trading market. It establishes agreements with other operators worldwide through regional sales and business support offices in Europe, Asia, Middle East, Africa and America.

    With 500 employees, 30 nationalities spread over 20 countries (Europe, North America, Middle-East and Asia), IC drives a global & autonomous sales activity of €1 billion.

    IC provides marketing, management and sales of wholesale services for its customers.

    You will join the Customer Services & Sales Operations (C2SO) department within International Carriers. The Operations Department, in charge of service delivery, after-sales service, invoicing and collection for our customers.

    The ASP (Anticipation, Support, Performance) team that you will join has the mission to describe and improve C2SO processes, to provide tools and to help the integration of custmers benefiting from customized offers.

    ASP's mission is to animate the customer and employee paths that will maximize the customer experience and operational performance that are at the heart of C2SO's challenges.

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