Shell

If you have a passion in helping our customers succeed in a dynamic energy transition environment, this is your opportunity. You will grow in a highly energetic and passionate team helping our customers make the transition to cleaner energy. Customer Operations’ purpose is to deliver best in market customer experience and business value, at an affordable cost. 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.

We believe in creating an inclusive culture and work environment where you can thrive, innovate, and develop; but most of all, be yourself.

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?

The Customer Success and Coach Lead (CSCL) is responsible for the performance, development, and management of a team of Customer Commercial Specialists, Customer Operations Coaches and Customer Operations Support Analyst. This role plays a critical part in the delivery of Shell’s end-to-end Customer Fulfilment Cycle. CSCL will utilize data to develop and coach the team, identify improvement opportunities, ensure SLA and KPI are achieved and drive enhanced employee experience. CSCL actively manages relationships with Customers, Sales, Business Partners, and Team Members to ensure delivery of Consistent, Adaptive, Reliable and Easy experiences to our customers and our employees.

More specifically, your role will include:

• Standardization of non-streamline and complex processes in line with CO strategy

•  Leading a team of ~8 CCSs&COCs&COSA

•  Being accountable for operational excellence for Commercial Fuels Customer Operations team

•  Actively identifying and mitigating risks within the operations

•  This role will be one of the key players of Customer Operations’ transformation journey

What We Need from You?

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

•  Proven experience of people leadership and development, incl. strong track record of coaching and TQ SPS scores

•  Ability to manager operational performance and excellence

•  Continuous Improvement and Agile Leadership skills

•  Strategic planning and change management experience

•  Compliance Management knowledge

•  Escalation and complex issue resolution

•  Business partner engagement

•  Commerciality and business knowledge

•  A proven track record of success in any business having credibility with business partners

•  Ability to drive change from a customer and partner’s perspective

• An understanding of customer needs and how to address through a best in market customer experience

• Ability to build inclusive teams and effective at operating across different cultures and levels in the organization including frontline operations staff who are key to delivering the customer experience. • Champion Customer experience vision of CO and the behaviors required within the team to deliver an exceptional customer experience.

· Facilitate onboarding and functional training of new CCS & COCs staff in close collaboration with team.

· Support team member development and actively manage succession planning.

· Responsible of upskilling super users.

· Responsible for customer interactions quarterly assessment cycle, identifying trends in CCSs & COCs performance and gaps in skills & knowledge needed to be addressed.

· Support the selection of new CSSs, CCSs & COCs during interviews.

· Use and promote the Shell Employee Value Proposition.

· Ensure the team complies to agreed Shell parameters (level of authority, Play Book, controls & procedures)