IFE Customer Success Director

Thales

Location: Dubai, United Arab EmiratesIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi s airport.Missions & ResponsibilitiesBUILD COUNTRY GROWTH STRATEGYUnderstand the market: context, stakes, market evolution(including services and digital business), current business footprint (including projects, challenges, opportunities )Build and share a vision: the image of Thales leadership in the country, goals and objectivesPrepare & schedule country growth plan: Market share, allocated resources (strategic workforce planning, budget, anticipating risk analysis, alternative scenario, tools ..)Provide focus and priorities to the Team, set up and monitor objectivesOrganize periodic team meetings addressing OI and revenue follow-up, ongoing opportunities coordination and action plans with clear accountabilityPUT CUSTOMER-FIRSTCapture and formulate specific customer insights as basis for Thales leadership with the customerDevelop and foster cooperation across Thales entities and functions (GBUs/BLs/Countries/SAM/KAM ) to facilitate a win-win approach and develop a One Thales strategyDrive the definition and execution of ambitious account plans (Strategic & Key)Work closely with Value & Bid and Capture functions to shape opportunities, in order to deliver differentiating value propositions and winning bids. Coordinate and influence with other Group functions such as legal, financeAct as THALES group representative of accounts, orchestrate the Customer Experience across touchpoints and foster its improvement (end-to-end experience)Establish and develop high level trust-based relationships with his/her key customers to improve capture rateAnticipate complex negotiation closing including partnershipsENGAGE SALES PEOPLEBuild a high-performance sales cultureCoordinate team efficiency and sales team involvement to ensure customer satisfactionManage performance with guiding sales organizational principles and key metrics across sales channels and marketsProvide managerial leadership to ensure initiatives and deploy relevant practices (Value proposition, Black Hat, Price to Win )Engage and develop people through regular feedback, coaching attitude. Act as a role model for coaching teams, helping team members find their wayPromote diversity and create an inclusive environmentSelect, recruit sales team members, propose allocation of resourcesMANAGE RISK TAKING & FOSTER ENTREPRENEURSHIPCreate value for customers and Thales in the relationshipEncourage digital, disruptive and innovative offersMitigate the risks using appropriate lessons learnt from successes and failuresDECISIONS OWNED / KEY DELIVERABLESDECISIONS OWNEDSales organization : selection and development of Sales profiles & objectives of each sales team memberAllocation of resources on Gate 0, 1, 2Winning priceBid/no Bid at country levelDELIVERABLES PRODUCEDCountry OI forecastAccount plans for strategic, key and selected segment accountsKEY INTERACTIONSSales TeamSales OperationsValue & BidAccount TeamsBL ManagersFinanceQuality & Customer SatisfactionLegalSkills & Experience RequiredExperience in building a high performance Sales cultureKnowledge in running Sales operations in complex markets and constantly improving themAnalytical skills to identify growth opportunities in markets at an early stageDemonstrates entrepreneurshipSound understanding of customer segment.