Location
Krakow, Poland, Poland
Posted on
Mar 01, 2021
Profile
, Poland
Job Family Group:
Commercial and Retail
Worker Type:
Regular
Posting Start Date:
March 1, 2021
Business unit:
Downstream
Experience Level:
Experienced Professionals
Job Description:
Customer expectations are changing in the global retail environment, with emotional interactions now more important vs transactional relationships. Listening
to our customers and acting on their feedback are increasingly important in enabling us to achieve our Retail ambition that Every Customer Is Treated Like A Guest.
The Customer Innovation Manager is part of the Global Customer Experience (CX) Team, reporting to the Global Customer Experience Manager.
You will create close working relationships with global and local Marketing and Operations teams to develop an active Customer Experience community and strong local/ global ways of working to enable us to leverage our global scale through fast piloting, shared learnings, and quick adoption of successes.
The role of the Global Customer Innovation Manager is to develop our holistic customer experience strategy and lead the transformation of Shell Retail to a truly integrated customer centric organisation
You will create financial value through improved customer understanding and centricity. Develop and implement a new strategic approach for the collecting, leveraging and integrating of customer feedback from traditional and newer digital channels.
You will fully exploit the value of our customer data through providing real customer insights to our frontline teams to address pain points before they become detractors
You will use External Perspectives to improve our understanding of competitor actions and behavior and make recommendations, and to highlight overall growing importance of customer experience in retail.
You will own key partner relationships with external suppliers for Voice of Customer Program, which is currently in 52 countries with an aim to expand to all Retail markets, including Licensed Markets in the future.
To be successful on the role you need o have:
HARD SKILLS:
Extensive Retail Sales and/or Operations Experience
Marketing & Strategic Marketing Experience
Knowledge and understanding of Customer Experience delivery
Experience in leading change management
Contract Negotiation and vendor management
Strong insight generation and strategic development skills
English C1
SOFT SKILLS:
Excellent leadership and stakeholder management skills will be valuable for this role in order to drive a long-term customer experience vision through multi-cultural virtual teams and a wide and diverse set of interdependent key stakeholder including vendors, frontline teams and internal influencers.
Requires flexible working across various global time zones.
Excellent communication skills
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DISCLAIMER:
Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.
According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today.
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