IFE Customer Success Director - Middle East Thales

MISSIONS & RESPONSIBILITIES

BUILD COUNTRY GROWTH STRATEGY
-Understand 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 objectives
-Prepare & 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 objectives
-Organize periodic team meetings addressing OI and revenue follow-up, ongoing opportunities coordination and action plans with clear accountability

PUT CUSTOMER-FIRST
-Capture and formulate specific customer insights as basis for Thales leadership with the customer
-Develop and foster cooperation across Thales entities and functions (GBUs/BLs/Countries/SAM/KAM ) to facilitate a win-win approach and develop a One Thales strategy
-Drive 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, finance
-Act 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 rate
-Anticipate complex negotiation closing including partnerships

ENGAGE SALES PEOPLE
-Build a high-performance sales culture
-Coordinate team efficiency and sales team involvement to ensure customer satisfaction
-Manage performance with guiding sales organizational principles and key metrics across sales channels and markets
-Provide 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 way
-Promote diversity and create an inclusive environment
-Select, recruit sales team members, propose allocation of resources

MANAGE RISK TAKING & FOSTER ENTREPRENEURSHIP
-Create value for customers and Thales in the relationship
-Encourage digital, disruptive and innovative offers
-Mitigate the risks using appropriate lessons learnt from successes and failures

DECISIONS OWNED / KEY DELIVERABLES
DECISIONS OWNED
-Sales organization : selection and development of Sales profiles & objectives of each sales team member
-Allocation of resources on Gate 0, 1, 2
-Winning price
-Bid/no Bid at country level

DELIVERABLES PRODUCED
-Country OI forecast
-Account plans for strategic, key and selected segment accounts

KEY INTERACTIONS
-Sales Team
-Sales Operations
-Value & Bid
-Account Teams
-BL Managers
-Finance
-Quality & Customer Satisfaction
-Legal