Customer Director

Req ID:497976

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

JOB TITLE & PURPOSE OF THE JOB

Job Title: Customer Director

Job Code: CM-CM-00

Purpose of the job:

Manage a customer or a portfolio of customers, and be the single point of contact (outside daily project matters) for customers. Grow business with his/her customer, monitor project execution and profitability and ensure customer satisfaction and loyalty.

POSITION IN THE ORGANISATION

Organisation structure:

Country/region (Sales department)

Reports directly to:

Country/Cluster Managing Director

Network & Links

Internal

Product Platforms & Sub-systems

Project Managers

Sales & Tendering teams

Business Development

Market & Strategy (M&S) function

External

Potential or existing customers

ACCOUNTABILITIES & AUTHORITIES

Key accountabilities:

Act as the main point of contact for customer, and the prevalent authority on all customer issues

Champion a customer-centric culture across the company

Secure and regularly measure customer satisfaction

Grow business by selling existing/new products to existing customers to maximize revenue and profits

Contribute to negotiations during tender phase

Contribute to the success of the project execution, in partnership with Project Manager

Manage the Profit & Loss of the project, in partnership with Platform Director & Project Manager

Apply ALSTOM rules on ethics and compliances in all selling & customer management activities

In Opportunity Phase:

Identify new business opportunities with his/her customers, identify customer needs, gather customers’ key data including budgets

Share customer information with Business Development, Sales and Tendering teams, Market & Strategy and Product Platforms

Trigger and define the frame of Sales and Tendering teams’ intervention with the customer (or Business Development for the sale of new products/services)

Identify customer’s decision-making process and lobby main stakeholders

Leads the Business Opportunity Review (BOR), Go/No Go, and Tender Review Meeting (TRM)

Agree with Platform Director and MPS on Go/No Go

In Tender Phase:

Ensure the tender team is adequately staffed

Participate/give input to the definition of the bid strategy

Participate fully in the DFQ process for tenders as a permanent member of the Tender Gate Review decision-making board

Inform Tender control of tender status, progress of blocking issues

Contribute to the negotiation phase

During project execution phase:

Ensure efficient hand over between tender phase & contract phase

Give input to the Platform Director on the People Management Cycle activities for Project Managers (objectives, appraisal)

Co-define the Project Strategy with the Platform Director

Validate selling price

Implement the Monthly Project Review (MPR) process and participate with Platform Director and Project Manager

Ensure, with Contract Manager(s), that contractual/legal issues are properly handled

Prepare financial forecast on his/her project (sales, margin, cash in, variation orders, etc)

Prepare budget and 6QRF preparation

Negotiate and agree any variation orders or contractual change

Ensure timely invoicing of the customer based on contractual milestones

Collect cash

Secure project margin and overall margin trend

Performance measurements: (OTD, QCD, Sales, PMC, Orders, Gross margin, etc.)

Order Intake, Gross Margin at Order Intake, Cash Curve (shared with CD and Bid Manager)

Tender Spend Pay Back

Sales, Gross Margin at Completion, Cash In, Customer Satisfaction (shared with PLD and PM)

AT market share with the customer

Variation Orders (volume, margins)

EXPERIENCE PREREQUISITES & REQUIRED COMPETENCES

Educational Requirements

Mandatory:

Graduate Degree in Engineering or Business field

Desirable:

Master of Business Administration or in Engineering

Experience

Mandatory:

At least 10 years’ experience in rail or related business, or project engineering industry.

High proficiency in organization’s products and services.

Desirable:

Good knowledge and connections with Transport clients / customers in the Country/Cluster/Region

Knowledge of Algerian law, public procurement regulations, and the national tendering process would be considered a strong asset.

Competencies & Skills

Relationship Development: Build strong relationships with customers, government authorities, and internal stakeholders

Competitive Awareness: Gain knowledge of competitors’ strengths, weaknesses and offerings, to be able to defeat competition and convince the customer of ALSTOM’s value

Planning and Execution: Identify new opportunities and lead a winning team to maximize ALSTOM’s value in those opportunities

Excellent problem solving, critical thinking and decision making

Proactive and efficient responses to pressing issues and challenges

Business Acumen

Aptitude in communicating, public speaking and interpersonal skills

Global & Cultural Awareness

Relationship Management

Resilient and able to deliver operationally in a demanding and changing environment

Strong ability to convince, influence & persuade

Good planning and organization skills

International mind set with good language skills

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We’re committed to creating an inclusive workplace for everyone.