Regional Vice President Customer Success
by Thales in Transportation & Shipping
Based in Dubai, the Regional Vice President Customer Success, Middle East at Thales leads country growth strategy and customer-first execution across aerospace, transportation, defence, security and space. The role builds and shares a vision of Thales leadership in-country, prepares and schedules a country growth plan (market share, strategic workforce planning, budget, risk analysis, alternative scenarios, tools), and provides focus, priorities and monitored objectives through periodic team meetings covering OI and revenue follow-up, ongoing opportunities coordination and accountable action plans. Customer success responsibilities include capturing and formulating specific customer insights, developing a “One Thales” strategy across GBUs/BLs/Countries/SAM/KAM, driving definition and execution of ambitious Strategic & Key account plans, working with Value & Bid and Capture functions to shape opportunities and deliver differentiating value propositions and winning bids while coordinating with legal and finance, orchestrating the customer experience end-to-end, establishing high-level trust-based relationships to improve capture rate, and anticipating complex negotiation closings including partnerships. Sales leadership spans building a high-performance sales culture; coordinating sales team efficiency to ensure customer satisfaction; managing performance via guiding sales organizational principles and key metrics across channels and markets; deploying practices such as Value proposition, Black Hat and Price to Win; engaging and developing people through feedback and coaching; promoting diversity and inclusion; and selecting, recruiting and allocating resources. The role manages risk-taking and entrepreneurship by creating value for customers and Thales, encouraging digital, disruptive and innovative offers, and mitigating risks using lessons learned. Decisions owned include sales organization (selection and development of sales profiles and objectives), allocation of resources on Gate 0/1/2, winning price, and bid/no-bid at country level. Key deliverables include Country OI forecast and account plans for strategic, key and selected segment accounts. Interactions span Sales Team, Sales Operations, Value & Bid, Account Teams, BL Managers, Finance, Quality & Customer Satisfaction, and Legal. Success is measured by OI & GMOI mid-term growth in line with account plans, profitable OI for the fiscal year, customer satisfaction, employee engagement, and sales expense ratio.