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The Global Retail “Treated Like A Guest” Manager will continue the development of our holistic customer experience strategy and lead the transformation of Shell Retail to a truly integrated customer centric organisation where the customer always feels ‘Treated Like a Guest’ however and whenever they interact with us. This role is a key enabler to delivering the Retail aspiration of Better Experiences ‘Treated Like A Guest’, and the role is a key interface between Return on Equity, Non Fuel Retailing (NFR), Fuels, Loyalty, Digital, Fleet Solutions.
To continue ‘Treated Like A Guest’ strategy development as part of our 2025 Customer Experience outlook, ensuring it fully supports all our Retail Ambitions and our Brand Values.
To design PMTDR (People Make the Difference Real) KPIs/programmes to achieve a superior customer experience for all customers on site and online- Service Beyond The Forecourt.
To collaborate closely with all functions but especially NFR/ Digital and Fleet Solutions to create an integrated and shared view of our desired customer experience both on and off the forecourt
To develop our understanding of how feeling ‘Treated Like a Guest’ will vary for different fuels and NFR customer segments, when visiting us online or on different on-the-go missions
To continue analysis and development of key moments and touchpoints in the customer journey will enable a superior customer experience and ensure our customers feel ‘Treated Like a Guest’
To extract additional value from Voice Of Customer (VOC). To integrate VOC with other sources of customer feedback and embed the customer perspective into our organisation.
Leverage External Perspective to improve our understanding of competitor actions and behaviour and make recommendations, and to highlight overall growing importance of customer experience in retail.
Develop strong local/ global ways of working to enable us to leverage our global scale through workshops, fast piloting and shared learnings, and quick adoption of successes. To create closer working relationships between local operations and marketing teams.
To enhance development of new programmes, toolkits and frameworks to motivate front line staff and deliver a superior customer experience, making all customers feel ‘Treated Like A Guest’.
Develop “service champions” as a marketing channel and leverage our customer interactions to strengthen our brand building activities.
Develop new KPI’s and dashboards to include external insights and cultural variations in KPI’s,
You need to be passionate about the brand and customer, able to deliver though others and manage external partners.
You need to have knowledge of the retail business with experience in the field of Operations Excellence, Customer Operations, Loyalty, leading/delivering projects and driving or improving customer satisfaction.
Must have skills:
Applying Customer Value Proposition
Managing Customer Experience
Setting global standards that are locally relevant, create the pull from the markets.
Use of influence without formal authority to drive alignment among market units across the globe, get their buy in and support around global programs.
Driving a behavior and culture mindset change where everyone is committed to delivering what’s important to the customer
Knowing and understanding the various initiatives and activities happening in and outside of Retail Operational Excellence (ROE) that have an impact to on-site operations and the various activities being worked on, thereafter ensuring alignment, harmony and seamless application as they all come together on-site for optimum project outcomes.
Manage challenges of a virtual team and ensure that people get the flexibility to develop and grow in their careers, working with Partners to evolve and bring to life the customer experience vision.
Responding the challenge of “lower for longer” – doing what we do differently, with less.
Number of Vacancies:Benefits of working at Shell:
Shell is an Equal Opportunity Employer
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