Manager, Workstream Lead (Lead-to-Order)

ROLE DESCRIPTION SUMMARY

As workstream lead for Lead-to-Order, the incumbent is responsible for initiating and leading projects and initiatives to maximise the external and internal customer experience for customer systems and standards enabling selling and delivering solutions and products for SES where these are supported by Dynamics365 in general, and the Lead-to-Order specifically. Focus lies on business integration, performance improvement and (commercial) operational efficiency and effectiveness.

Lead-to-Order is the part of customer delivery focusing on qualifying and configuring a customer request through the commercial, technical, financial and legal stages, usually generating a proposal and ending with the contract.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Guarantee the efficient and effective execution of projects focused on improving the performance of SES commercial customer fulfilment, focused on designing and optimising the customer facing Lead-to-Order related modules of Dynamics 365. This requires close cooperation with the functional Business Leads and Subject Matter Experts using or depending on CRM, CRM users, other Dynamics365 workstream leads, SES IT and SES Management.
• Suggest, define and manage innovative -and often complex-ideas for SES improving overall and integrated customer facing business systems, processes and performance related to CRM in general and the workstream Lead-to-Order specifically
  • Agree with internal stakeholders on scope, objectives and business requirements to meet the business needs
  • Recommend prioritization of business demand and new projects
  • Assist the business with the development of business cases for projects requests involving all functions of SES
• Provide CRM project leadership for the workstream Lead-to-Order specifically, and direct activities for projects executed by the Dynamics365 team, including analysis, definition, development, testing, training and documentation together with the stakeholders
• Ensure that CRM projects for SES are communicated and coordinated with initiatives in other areas of SES
• Act as the central escalation point for incidental and structural Dynamics365 service issues
• Coach, mentor and raise the teams’ ability to deliver and exceed expectations while creating opportunities for succession talent. Ensure to:
  • Foster a common mindset of skills: structured project management, persistence, networking, creative problem solving and self-motivation. Develop future leaders for SES in the region by coaching junior team members into professionals capable of autonomous actions

COMPETENCIES

• Able to deal with wide range of internal customers coming from all areas, divisions and regions of SES
• Self-starter, used to working under limited supervision, as well as in a collaborative environment
• Have and show excellent problem-solving skills, thinking practical, work structured, and solutions oriented
• Able to organize, prioritize and handle multiple time-sensitive tasks in a demanding environment in a pragmatic manner while remaining focused on the big picture
• Positive, "can-do", "make it happen" attitude: proactive; good negotiator
• Clear, and candid communicator; effective presenter with excellent verbal and written communication skills

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree or similar, or equivalent work experience
• At least 10 years extensive expertise gained in a cross-functional international project management environment with proven track record of successfully handled complex projects involving substantial operational and financial risks as well as budgets
• Very good knowledge of marketing, sales, service delivery and reporting processes in a telecommunications or media company
• Excellent background and experience with IT related matters is considered an advantage with the ability to perform various operational and technical tasks
• Good Dynamics365 application knowledge and experience are considered advantageous notably on developing and integrating new process and functionality
• Excellent Project Management skills
• Fluency in spoken and written English is mandatory, while knowledge of other languages in SES’s international environment is beneficial but not required