Job description:

ACCOUNTABILITIES

• Responsible for coaching/developing our frontline staff and sales teams to welcome every customer like a guest by managing the “People Make The Difference Real” program, which is a global initiative aimed at further improving the on-site operational excellence and service standards through selection & coaching, training measurement and reward mechanisms.

• Responsible for analyzing customer and partner feedback throughout different programs and platforms, develop an insights dashboard and come up with solutions to identified improvement areas.

• Responsible for site staff training and development via the Shell Academy (strong dotted line with BNLF Learning Advisor based in Rotterdam).

• Improve/develop the image, perception and the role of Service Champion

• Develop the cluster into becoming the most hospitable sites in the retail industry through various projects which are often created by own identification of gaps and opportunities

• Motivate & inspire retailers, Territory & District Managers to achieve on site operational excellence on every site of the network

• Responsible of OPEX budget /1 mln EUR

• Liaise with other functional areas to coordinate the activities mapped to TMs, Retailers and Site Staff, prioritizing the focus on operational excellence in order to deliver the best possible customer experience

• Manage existing contracts and supplier relationships linked to programs (Site Essential Audit, Brand Essential Audit, VoC,…) aiming at the above mentioned activities

• Represent the cluster in the Global CX community and build relationships with peers in order to learn from experiences abroad

 
Dimensions :
Countries: Netherlands, Belgium, Luxembourg, France
Number of involved sites: +600
Opex: +1mln EUR
Travel: rare

Requirements:

• Passionate about customer experience and is constantly seeking opportunities to improve and develop both customer service and commercial results.

• Able to define a mid-term strategy and adapt it to new developments in the market

• Being a sound communicator and people manager

• The customer has had first positive experiences in project delivery

• Ideally, has already had a retail operation or marketing experience

• Dutch – C1

• French – nice to have

• Project Delivery skills

• Customer Experience Management

• Delivery through others

• Displays interpersonal effectiveness

• Contract Management

• Stakeholder engagement

Number of Vacancies:

• Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
• Unique opportunity to fulfill your potential with personal and professional development programs
• Work in a smart and motivated team within a supportive and inclusive culture with strong values
• Attractive salary and bonuses
• Complex medical care and individual life insurance
• Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
• Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
• Opportunity to participate in social and community projects