Confidential

Job Description
Role title: Reports to: GGS: Organisation structure & department profile:
Client Project Manager Client Project Team Manager 11

Version number: Function: Location:

Business Operations Home / Office based

The CDO Directorate comprises of B2B, Wholesale, M2M and the New Business Directorates. Its our job to grow the share of the business communications market for our Orange, T-Mobile and EE Brands. As the largest communications company in the UK, its important that were the provider of choice for all sizes of business, from sole traders right through to big names and multinational companies. Our teams are largely made up of sales and marketing people who are based all over the UK. Business Operations underpins our sales functions and we are committed to supporting our brands and propositions and making them the outstanding choice for our customers. Our service will set a new benchmark in the industry to cement customer loyalty and attract major new contracts. Our winning culture will inspire and drive us to continued success, while our partnerships, innovation and vision beyond mobile services will secure a lucrative future. This role is in the Operations Directorate. Operations supports the success of CDO and includes 6 functional areas: the Business Academy, Business Transformation, Technical Pre-Sales & Delivery, Bid and Contract Support, Client Project Management and Service Management

Client Project Managers will be required to work with colleagues across the wider B2B Directorate and will report into a Client Project Team Manager

Director: HR Partner:
Role purpose:

Jackie Caspary David Roberts

Date: Date:

Jan 2013

Key Responsibilities & Accountabilities: (In priority order)

Provide client project management support, pre and post sales for the migration of business customers onto our network, contributing to win rate and sales growth. This includes ensuring a great customer experience, delivering outstanding commercial performance and managing the implementation of all customer contract deliverables from signature to first bill. Own and be accountable for the management of the client project and delivery of the entire EE solution. Be the representative of EE throughout any Customer migration; maintain professionalism and integrity during all customer meetings and ensure an excellent customer experience. Adhere to the EE project management framework and take

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responsibility for the documentation of the project. Work with project sponsor and stakeholders to complete the project charter outlining scope, goals, deliverables, required resources, budget and timing. Identify areas of complexity and ensure resource and work packages are detailed in the full project plan. Prepare and manage detailed project plans, including resource and contingency elements in order to create clear paths for the successful delivery of the project / work package. Provide project schedule to identify when each task will be performed and by whom. Effectively manage project scope by ensuring any change to scope is documented and approved via the agreed change request process. Identify, assess and manage risks and issues to ensure project remains on track. Track and report on project milestones and provide weekly status reports to sponsor and stakeholders Clearly communicate expectations to team members and stakeholders. Take ownership of issues in escalation and solve problems that may threaten a successful outcome; manage them to a satisfactory conclusion. Identify growth opportunities during customer meetings and engage with the relevant internal colleagues. Provide consultative selling support along with internal colleagues during the bid process to ensure that our implementation and billing solutions are seen as a real differentiator. Effectively manage "on-site" support and welcome day activities within a tightly controlled budget. Responsible for protecting customer data in line with corporate policies as well as documenting / maintaining guidelines. Actively promote effective working relationships, to ensure that all customer requirements are captured and met. Work collaboratively with all internal departments to deliver the client requirements on time. Manage virtual teams made up of specialists from within EE and client representatives to effectively manage the successful migration of the agreed deliverables and to the agreed timescales. Determine how results will be measured and complete a Post Implementation Review to demonstrate how well the results were achieved. Ensure all project documentation is safely archived following project completion. Drive a culture of continuous improvement by regularly reviewing client experience reports to identify areas of improvement for future client migrations, product and service developments across all functions. Matrix managing virtual delivery teams and 3rd parties whilst keeping the customer satisfied. Managing the complex & technical product portfolio as it evolves beyond traditional mobile into convergence and fixed line worlds. Yes

Key Challenges: (in priority order)

People Management:

Manages people?

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If yes, direct or virtual (project)? Responsible for: allocation of work (task based) setting direction (objective based) performance management recruitment absence management No of direct reports: Overall team size (headcount): Other People Mgt comments: Financial: Cost centre manager OPEX responsibility CAPEX responsibility P&L responsibility No N/A N/A N/A

Virtual Yes No No No No 0 0

Other Financial Impact comments: Key Relationships: (level, nature & purpose)

This role has a material impact on the customer satisfaction and the commercial success of B2B. Target and revenue based focus Within own directorate: VP / director business leadership team strategic and influencing around client migration, process efficiency and continuous improvement Across other directorates: All levels - close working with many teams External suppliers: All levels - 3rd parties used as part of the product / solution / migration process External customers: Decision makers and below influencing and informing on our strategy and plans in support of sales Other key relationship comments: Contact with external clients, sales teams, sales managers, bid management, commercial office, supply chain, logistics, customer operations, network, IS, marketing, billing, product managers, external suppliers, internal technical consultants

EE values

BOLD BRILLIANT CLEAR

Great Influencer with New Ideas. Great with Change. Seals the Deal and gets things Done Great Learner. Consistently Delivers Brilliant Work. Interested and Dedicated Open and Honest. Clear and Simple Communicator

Critical Knowledge & Experience (non time

professional / technical

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related):

must have:

nice to have:

business / context must have: nice to have: Skills and competencies:

Project Management Experience Strong commercial ability and customer understanding. Good knowledge of technologies and the mobile and fixed marketplaces Prince 2 Project Management Qualification Degree level qualifications Sound previous experience of working with or in telecoms/ IT/ Internet/ B2B or FMCG related roles Strong knowledge and understanding of commercial and customer drivers and requirements. Demonstrable success at delivering results and achieving commercial objectives Credibility and experience to work with both customers and sales teams Good strategic thinking and planning skills Experience working in a team orientated, collaborative environment Adaptability to changes in environment and priorities Excellent communication, problem solving and analytical skills Experience of mobilising cross-functional teams, partners, and external suppliers.

Ambition and motivation to succeed in changing and challenging environment Outstanding communication skills - written and verbal to influence and inform key stakeholders internally and externally Ability to build and grow strong relationships across internal and external organisations. Strong collaboration skills in a variety of situations Ability to maintain composure should difficult situations arise Ability to occasionally travel between sites and customer visits within the UK

Any other comments:

Nice to have: Driving licence

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