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| Strategy & Service Development Manager |
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In order to strengthen our Strategy & Planning Department in Biel, we are looking for a Strategy and Service Development Manager. In this function, your main mission is to define strategic direction and development of Orange Customer Care in Consumer and Enterprise segments for mobile and convergent products supporting Corporate ambitions.
More precisely, you will have to:
Monitor and report on Market & Competitors and Orange Customer Care Services portfolio, quality and performance
Govern the internal improvement suggestion assets and process (OYM)
Ensure and promote Care Visibility on the Market Support development of Corporate strategy related to Customer Care
Define Care multichannel strategy in co-operation with Sales Division
Ensure that based on Corporate and multichannel strategy Customer Care Strategy is aligned with cross divisional stakeholders (Loyalty, Consumer, Enterprise, MVNO and Sales)
Develop and maintain business analysis, organizational, care contact/media and sourcing concepts with Strategy & Planning specialists and Customer Care Management in line with strategic guardrails
Develop and follow-up Customer Care initiatives roadmap over entire lifecycle including visibility of Consumer, Enterprise and MVNO GoToMarket Roadmap Evaluate (Business case) and propose initiatives for entry in roadmap in line with Customer Care owned investment budget availability
Plan and initiate execution of initiatives within roadmap delivering strategic and financial guardrails and aligned with Service design capacity
Chair Care Roadmap review board and ensure full alignment of all non operational activities within Customer Care with the initiative portfolio |
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Bachelors Degree
MBA
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10 years + |
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French : Speak Fluently
German : Speak Fluently
English : Speak / Write Fluently
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open-ended |
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unspecified |
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EU National |
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Berne – Canton Biel |
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University Degree and or MBA with at least 8 year's experience in a customer facing environment.
Relevant experience in defining a strategy and a related business plan
Proven ability in project management
Very good knowledge in setting up and monitoring business cases
Experienced in consulting of middle/Senior Management
Very good knowledge in English with good command of German/French |
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Orange SA/France Telecom has extensive international experience in the rapid establishment of new high performance GSM 1800 communications networks. Orange has set up one of the two largest GSM 1800 networks in the world and its operation in the UK. is, with over 11 million customers, the world's most successful GSM 1800 network. |
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Orange Communications
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