Trwa ładowanie. Prosimy o chwilę cierpliwości.
Shell Business Operations
Data aktualizacji: 2020-05-29
Kraków, małopolskie
BPO/SSC, Obsługa klienta
angielski, francuski
Data aktualizacji: 2020-05-29 Aplikuj
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.

Customer Experience Implementer with French (Retail)
Customer Experience Implementer with French (Retail)
Work location: Kraków

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.


  • 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.

  • 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

  • Manage the day-to-day activities related to different programs (Site Essential Audit, Brand Essential Audit, VoC,…) aimed at improving operational excellence.

  • 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




  • Strong affinity for customer experience and constructive customer feedback allowing our business to develop further.

  • 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

  • French and English – fluent

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

  • Project management and delivery skills

  • Managing customer experience

  • Able to deliver through others

  • 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

Shell is an Equal Opportunity Employer