BU Relationship Manager / Customer Success Manager F/H - CDI in Neuilly-sur-Seine

The Business Unit Relationship Manager is responsible for managing the relationship with several JCDecaux Business Units worldwide and leading selected deployment projects for The Hive Sales & Posting application suite and related tools.

The The Hive is a new-generation IT solution dedicated to Out-of-Home sales, enabling high-performance services to support the end-to-end sales process for JCDecaux Business Units worldwide. It is already deployed in 14 countries, with many more to come. It includes a Sales & Posting application suite supporting both commercial activities and campaign posting for JCDecaux Business Units.

The successful candidate will play a key role in Business Unit satisfaction and in the alignment between local needs and global product strategy. The role combines stakeholder management, backlog and roadmap structuring, and project management for application deployments, with a high level of autonomy and responsibility.

This position requires close collaboration with Business Units, local IT teams, Corporate IT, and central product / project teams.

Main Responsibilities

1. Business Unit Relationship & Governance

• Act as the primary point of contact for assigned Business Units on topics related to The Hive Sales & Posting application suite and associated tools.
• Build and maintain strong, trust-based relationships with local stakeholders (operations, sales, IT, management).
• Manage and challenge business requests; ensure they are aligned with global product strategy and constraints.
• Prepare and facilitate regular governance and follow-up meetings with Business Units (steering committees, reviews, etc.).
• Communicate roadmap updates, planned changes, and key decisions clearly and proactively.
• Collect, clarify and challenge Business Unit requests (incidents, enhancements, new features).
• Structure and maintain a clear, prioritized backlog for each Business Unit.
• Coordinate with product, project and support teams to ensure proper handling of requests.
• Track progress on actions and deliveries, communicate status, and manage expectations regarding timelines and constraints.

3. Roadmap Support & Strategic Alignment

• Support Business Units in building and updating their short-, mid- and long-term roadmaps related to The Hive Sales & Posting application suite and associated tools.
• Help Business Units articulate their needs in a structured way (requirements, impacts, benefits).
• Contribute to business cases, impact analyses and rollout plans when relevant.
• Ensure consistency between local roadmaps, global initiatives and JCDecaux strategy.

4. Project Management & Application Deployment

• Act as project manager for the deployment of selected applications or modules within The Hive Sales & Posting suite in assigned Business Units.
• Define and follow project plans: scope, milestones, deliverables, resources, risks and dependencies.
• Coordinate all stakeholders involved in deployments (central teams, local IT, operations, key users).
• Organize and facilitate project ceremonies and meetings (kick-off, regular follow-up, go/no-go, post-mortem).
• Monitor progress against plan, manage risks and issues, and propose mitigation actions.
• Support change management: communication, training, onboarding of users, and follow-up on adoption.
• Ensure proper handover to operations / run teams once deployment is completed.

5. Quality of Service & Continuous Improvement

• Monitor service levels, key indicators and Business Unit satisfaction for the perimeter in scope.
• Identify recurrent pain points and propose corrective and preventive actions.
• Collect and structure feedback from Business Units to feed continuous improvement of tools and processes.
• Contribute to documentation (processes, guidelines, release notes, FAQs) and best practices for Business Units.

Required Skills & Experience

Professional & Technical

• Bachelor’s or master’s degree in business, Engineering, IT, or related field.
• 5–10 years of professional experience in one or more of the following:
• Business Unit / client relationship management, customer success or key account management.
• Project management or PMO in a digital / IT / process-oriented environment (deployment, rollout, transformation).
• Product / process ownership with strong stakeholder interaction.
• Experience in an international context and/or multi-country coordination is required
• Experience managing end-to-end projects (planning, coordination, risk and issue management, reporting) is a strong asset
• Practical knowledge of JIRA and Zendesk (or similar ticketing / project management tools).

Personal Skills & Mindset

• Strong autonomy, organizational skills, adaptability, and rigor.
• Customer-centric mindset and high sense of service and Business Unit satisfaction.
• Ability to build trust, manage relationships and influence without direct authority.
• Excellent communication skills and ability to synthesize and vulgarize complex topics for business audiences.
• Ability to challenge requirements, build arguments and negotiate with stakeholders to reach pragmatic solutions.
• Solution- and results-oriented, recognized as a "problem solver".
• Resilience and positive attitude in a fast-changing, international environment.
• Strong team spirit and alignment with core values: teamwork, empathy, responsibility.

Languages

• Fluent English (spoken, written, read) is mandatory.

Other Information

• Occasional travel to Business Units may be required
• Position based in Neuilly-sur-Seine (France) with a global perimeter.

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