Job description:
Responsible for implementing activities and initiatives around frontline staff development and sales teams by liaising between the Retail Operations Sales Support and the local functional areas, when it comes to the successful execution of the “People Make The Difference Real” program. A global initiative aimed at further improving the on-site operational excellence and service standards through selection & coaching, training measurement and reward mechanisms.
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Responsible for generating customer feedback on several levels by leveraging the Voice of Customer Program, FeedbackNow, the global channel survey and the staff engagement via the Voice of Service Champion.
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Assist in developing 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
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Manage the day-to-day activities related to different programs (Site Essential Audit, Brand Essential Audit, VoC,…) aimed at improving operational excellence.
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Co-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
Requirements:
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Strong affinity for customer experience and constructive customer feedback allowing our business to develop further.
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Able to adhere to a an overall strategy and has the ability to come up with suggestions and communicate these clearly and in a concise way
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French and English – fluent
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Ideally, has already had a retail operation or marketing experience.
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Project management and delivery skills
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Managing customer experience
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Able to deliver through others
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Displays interpersonal effectiveness
Number of Vacancies:
Benefits of working at Shell:- 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
