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Digital Program Manager
Digital Program Manager (Digital Touch Customer Success)
Location: Belfast, Northern Ireland (Hybrid) Base Location: BELFAST ARNOTT HOUSE, United Kingdom
Thales is a global technology leader with over 83,000 employees across five continents, operating in defence, space, aerospace, and digital security. With over 7,500 employees in the UK, we develop extraordinary technology to secure nations and deliver social value. Our focus on cybersecurity helps protect businesses while enabling innovation through safer, inspired discussions.
About the Role
Thales is seeking an experienced Digital Program Manager to lead the Digital Touch Customer Success team, based in Belfast, Northern Ireland. A key part of Thales’ retention and growth strategy, this role leverages automation and targeted engagement techniques to foster enduring relationships with customers through customised support, interaction, and product adoption.
This fast-paced, cross-functional opportunity involves collaborating with internal stakeholders to remove obstacles and drive successful customer outcomes in a dynamic digital environment.
Key Responsibilities
- Customer Engagement & Retention:
- Deliver scalable customer engagement programs to increase product adoption, retention, and growth.
- Drive success strategies with scaled multifaceted interaction techniques.
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Automated & Data-Driven Customer Support:
- Utilise Planhat, Higher Logic (Community), and UserVoice to automate and manage engagements.
- Leverage NPS, CSAT, and customer feedback to identify and push corporate solutions based on private insights.
- Refine and deliver a customer enablement roadmap using feedback and data-driven approaches.
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Strategic Collaboration:
- Partner with Digital Community Manager, Domain Engagement Leads, and other functional teams to enhance networking, multimedia engagement, and live events.
- Work with Support, Engineering, Product Management, and Sales to advocate for customer needs and identify growth potential.
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Internal & External Communication:
- Maintain a deep understanding of Thales’ products, services, and technology landscape.
- Gather and utilise customer success stories for promotions and reference programs.
Requirements
This role requires strong, relevant experience in one of the following domains:
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Customer Success, Digital/Tech Engagement, Marketing OPS, or SMB Account Management
- Proven ability to design and implement customer engagement strategies and programs.
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Cross-Functional Leadership:
- Experience leading and contributing to high-impact cross-functional teams.
- Strong collaborative skills with analysts, stakeholders, and technical teams.
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Data-Driven Insights:
- Ability to analyse customer data and apply insights to shape business decisions.
- Proficiency with customer engagement tools: Planhat, Pendo, Qualtrics, Marketo, etc.
- Advanced knowledge of CRM platforms (Primarily Salesforce).
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Innovative Problem-Solving:
- Proven ability to devise strategic, out-of-the-box solutions.
- Strong expertise with IT Security and SaaS industries (advantageous but flexible).
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Soft Skills:
- Outstanding communication and presentation skills both verbal and written.
Why Thales?
Thales provides a competitive compensation package covering:
- Base salary + benefits: Private medical insurance, flexible leave policies, cycle-to-work schemes, employee discounts, stocks & shares, annual bonuses, and more.
- Inclusivity and Benefits: We prioritise equal opportunities, sustainable work environments, and wellbeing programmes tailored to individual strengths.
Join Thales in the UK – Innovate with us and shape the future!
⚠️ Applicants must be legally authorized to work in the UK. No visa sponsorship is available for this role.
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