You will be responsible for end to end operational deployment of both traditional and digital programmes.
You will ensure all business readiness and change management activities are delivered in selected west markets for the successful execution of the programme. Pre-empt, identify and remove all barriers to success, as there are likely to be market nuances.
You will report into Global Business Readiness Lead and also be the key link and stakeholder for the Global Loyalty Lead and Product Owner.
The success of a loyalty Customer Value Prepositions (CVP) is reliant on multiple factors;
IT and technology – quite simply, that it is working as it should e.g. cards can be swiped / phones scanned, points / visits are being awarded, reimbursement is being calculated.
Communications – customers know about it, visibility at site.
Offers – offers are set up correctly on the system and are being allocated appropriately.
Retailers – they are ‘bought in’ and open to their teams ‘offering’ the Loyalty Programme to the customer.
Forecourt staff – they can explain the benefits easily and confidently.
Third Party partners / Customer Operations – they are aware of any Loyalty Programme changes and have briefed their staff accordingly
Build relationships with markets in scope for deployment of organization, processes and tools for effective launch and operations of Loyalty and Customer Relationship Management CVPs. Project Manage the activities for WEST markets including (but not limited to):
Change Impact Assessment
Operating model definition/migration
Legal and Fiscal compliance
User Testing coordination
Change and engagement plans
Hypercare to Launch and Operate Loyalty & CRM successfully and transition to Business as Usual
The position has no direct reports, you will work alongside the Global Loyalty and CRM Product Owners, Business Readiness Manager – CRM & Loyalty EAST
Managers, local business project managers, implementers and coordinators.
We are looking for a person who is passionate about customer experience and able to overcome barriers to deliver better experiences for our customers across multiple channels.
Launching the new product/service, specifically Loyalty tools or processes cross geography
Change management - Project Management skills, strong communication skills, facilitation and coaching, Customer value focus
Stakeholder management with tailoring of communications to different audiences and ability to quickly build trusted relationships in a virtual working environment
Knowledge of Loyalty and/or Customer Relationship Management processes, operations and tools and what makes these programmes successful
Continuous improvement initiatives, learning aptitude for changes in Technology
Project management/analysis - preferably in a Retail context.
Managing Loyalty Programmes & knowledge of Loyalty Programmes operations / IT & site systems would be an advantage
Principles of a CRM contact strategy, reporting, KPI & measurement
Process of development and implementation of the contact strategy in market from briefing to deployment
Agency Management and setting up agency relationships from contracting to scope of work to deliver
Issues on Data Privacy and Data Management
English C1 is a must
Number of Vacancies:Benefits of working at Shell:
Shell is an Equal Opportunity Employer
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