Please note that this role will be on SBO Terms and Conditions

Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.  
We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell that little bit better.  We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself. Want to bring more – JOIN US!

Where You Fit In

Success for Customer Operations is providing market leading Customer Experience, generating revenue for Shell and, providing a modern and engaging employee experience augmented by technology. We are fully end-to-end integrated with business partners we work with. We approach our work by ensuring brilliant basics of our work, being fundamentally digital and an agile organization. We also ensure that our customer experience we deliver are segmented according to their needs.  

What is the Role?

E2E Delivery Lead is empowered to collaborate with business partners and stakeholders in identifying and delivering business strategies and solutions to deliver Best In Market Customer Experience and maximize business value.
This role is part of Customer Operations Agri & Constructions and supports a portfolio of businesses with C5 of $300M with different challenges in a continuously changing internal and external environment and requires the ability to build alignment and relationships with different end-to-end partners across the Customer Fulfilment process.

More specifically, your role will include:

• Work with business partners and stakeholders to Identify and Deliver Business Growth/Strategic Projects (e.g. new business model, market entries, special deals, pricing strategy) in collaboration with CXE and Operations
• Identify opportunities, improve CO process efficiency, KPI performance, Customer Experience and enable business growth
• Plan and manage the Local Implementation of Global Projects
• Manage Implementation of Change Requests, new/changes to System/ ERP/ Tools and Improvement Projects
• Lead/own rapid resolution of (complex) issues, mobilizing the right E2E partners
• Provide Process Expertise as per the ISM model as required
• Liaise with business partners to take action on the commercial insights coming from Voice Of Customer (VOC)
• Provide process expertise as per the ISM support model as required
• Support MCO in preparation and running of stakeholder engagements

What We Need from You?

When it comes to leadership, it’s your proven community leadership and engagement skills that will make the difference. You will inspire people to strive for customer excellence and delivering brilliant basics. Your strong business partnering skills will ensure that you bring business partners along the journey of excellence in customer experience.

Furthermore, you will have:

• A proven track record of project delivery including agile project delivery as well as experience with digitizing our backbone 
• Commercial outlook with an understanding of Shell’s commercial drivers
• A proven track record of Change and Engage during deployment and changes 
• Lean Practitioner or CIBC certification desirable, able to apply Continuous Improvement behaviors to lead improvement initiatives end to end
•  Ability to develop insights from data, develop creative solutions and drive change from a customer and digital perspective 
• Strong stakeholder management skills, able to build and maintain effective relationships across several levels, including team members, business partners and leadership teams
• An understanding of customer needs and how to address through a best in market customer experience 
• An understanding of E2E Customer Fulfillment process, business value chain & process
• Strong GSAP systems knowledge & experiences