Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.
Title: Digital Program Manager
Base location: Belfast, Northern Ireland (Hybrid)
Thales:
Thales is an analyst-recognized, cybersecurity leader—championing the fight to secure data and applications wherever they reside. Once deployed, our solutions proactively identify, evaluate, and eliminate current and emerging threats, so you never have to choose between innovating for your customers and protecting what matters most. Thales—Protect the pulse of your business. Learn more: www.thalesgroup.com
Summary:
Thales is looking for a Digital Program Manager - Digital Touch Customer Success to join our growing CSM team, based in Belfast, Northern Ireland. Digital Touch is a critical piece of the retention and growth strategy for Thales, enabling engagement with customers at scale using automation and targeted communication techniques. In this fast-paced role, the successful candidate will be responsible for effective engagement with customers throughout their Thales journey, delivering valuable content and interaction to customers to drive successful adoption of Thales products.
You will also work cross-functionally with internal teams to remove obstacles to our customers’ success, driving positive outcomes in every interaction. This is an exciting opportunity to join a highly skilled team dedicated to providing a world-class customer experience.
Responsibilities
Deliver programs to engage with customers at scale to increase successful product adoption and drive customer retention and growth
Utilize various tools to automate and manage this engagement including Planhat, User Voice, and Higher Logic (Community)
Leverage NPS, CSAT, User Voice to drive action based on the voice of the customer
Use customer data and feedback to identify and prioritize enablement roadmap
Work with our Digital Community Manager and Digital Engagement Lead to maximize customer networking. enablement and engagement via Community participation, targeted multimedia content and live events
Work with internal stakeholders including Support, Engineering, Product Management and Sales to advocate customer needs, drive product usage and identify growth opportunities
Maintain understanding of company technology, products, and services.
Collect customer success stories which can be used in customer reference programs
Requirements
Relevant experience in a high volume customer engagement role for example: Digital/Tech Touch Customer Success, Marketing Operations or SMB Account Management
Experience of designing and implementing customer engagement strategies and program
Ability to work on and lead cross-functional projects
Data driven: experience of leveraging customer data analytics to prioritize and drive action
Capable of strategic “out of the box” thinking to deliver results
Experience with customer engagement tools such as Marketo, Planhat, Pendo, Hubspot, , Qualtrics etc
Experience with CRM tools such as Salesforce
Experience with IT Security and SaaS companies is an advantage
Excellent communication and presentation skills
Rewards:
Thales offers a competitive compensation package that includes base salary, medical, flexible time off and more. It’s an exciting time to work in the security space. Check out our products and services at www.thalesgroup.com and career opportunities at www.thalesgroup.com/careers
Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.
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At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here.
We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.
If this role isn’t quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here.
Join Thales in the UK – Innovate with us and shape the future!
Skills Required
- Relevant experience in high-volume customer engagement roles (Digital/Tech Touch CSM, Marketing Operations, SMB Account Management)
- Experience designing and implementing customer engagement strategies and programs
- Ability to work on and lead cross-functional projects
- Experience leveraging customer data analytics (NPS, CSAT, User Voice) to prioritize and drive action
- Strategic, "out of the box" thinking to deliver results
- Experience with customer engagement tools (Marketo, Planhat, Pendo, HubSpot, Qualtrics, Higher Logic, User Voice, etc.)
- Experience with CRM tools such as Salesforce
- Experience with IT security and SaaS companies
- Excellent communication and presentation skills
- Legally authorized to work in the UK at the time of hire (no visa sponsorship)
- Based in or able to work hybrid in Belfast, Northern Ireland
Thales Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thales and has not been reviewed or approved by Thales.
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Retirement Support — Retirement plans with employer contributions and matches, profit sharing, and share purchase opportunities are emphasized across multiple regions. These elements are positioned as competitive components of total rewards.
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Leave & Time Off Breadth — Generous PTO that increases with tenure, paid holidays, and paid military, maternity, and paternity leave are described. This breadth supports work–life balance across locations.
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Flexible Benefits — Hybrid work options, flexible schedules, and parental supports such as childcare benefits and leave for sick children are available in several markets. Flexibility is presented as a core part of the employee experience.
Thales Insights
What We Do
Thales is a global high technology leader investing in digital and “deep tech” innovations – connectivity, big data, artificial intelligence, cybersecurity and quantum technology – to build a future we can all trust, which is vital to the development of our societies. The company provides solutions, services and products that help its customers – businesses, organisations and states – in the defence, aeronautics, space, transportation and digital identity and security markets to fulfil their critical missions, by placing humans at the heart of the decision-making process.
