Job Description:
Shell Mobility represents the single largest customer-facing business in the group serving more than 30mln mobility and over 250,000 Fleet customers per day through 500,000 service champions in over 44,000 sites across 70+ countries. As RDS looks to the future, Mobility is critical to establish Shell as The Low Carbon Leader, with ambitions to be the no. 1 mobility and convenience retailer, with the world’s leading EV charging network and lead in business and goods mobility platform.
Achieving our ambitions will necessitate placing customers at the heart of our business, treating every interaction as a chance to bring our purpose to life to making people’s journeys better. We’re evolving from ‘fuels retailer’ to ‘mobility retailer’- innovating to meet our customers’ changing expectations around convenience, product quality, digitalization and service. This includes continuing to improve the quality of our current products while expanding our alternative energy mosaic (LNG, hydrogen, EV charging and biofuels).
Our Customer Experience ambition is to create value through a superior customer experience.
Consistently delivering a Superior Customer Experience is our differentiator; it is the key to increasing our profitability and overall business value.
Purpose
The Purpose of this Position is to Inspire, support and influence the Sales Operations as well as other Retail business areas to ensure the delivery of operational excellence. Therefore, the Retail Operational Excellence Manager will design, develop and support program and tools for the Sales Organization, Retailers, Dealers, and Service Champions in close collaboration with the global Team
Accountabilities
• Map customer journey and identify critical touchpoints to improve overall customer experience
• Gather customer feedback by leveraging available tools, analyze data and provide insights to the organization to drive improved customer satisfaction
• Keep the energy, passion and focus on customer experience going, through refreshing meaningful and frequent business updates, actionable customer voice insights sharing, focus on the right KPI’s
• Coordinate the various global and local customer experience improvement initiatives, ensure best practice sharing, acceleration and replication of the right initiatives.
• To own key partner relationships with external and internal suppliers for customer experience tools, crowd resourcing operation, digital service providers, deep cleaning service, toilet suppliers etc
• Drive the PMTDR program: coordination of the MMP and Voice of customer processes, Territory Manager Site Reviews, the reward & recognition scheme
• Implement Reward & Recognition programs for Sales Force, dealers, service champions
• Set, facilitate and monitor the achievement of operational targets (e.g. PMTDR KPIs (global, local and TM) and site service KPI’s)
• Lead the toilet cleanliness operation within CI mindset to boost our operational KPI’s
• Organize that the global travel awards like Smiling Stars and local award programs is developed and well organized to engage more than 16000 service champions and 1200 dealers
• Implement Retailer Site staff competition in Turkey and driving Reward & Recognition elements for site staff.
• Support Sales Force Team to increase performance on site by delivering programs and tools to work more efficiently
• Manage site segmentation program to increase bottom performer sites performance
• Manage the SAM fundamentals as well as monitor Territory Managers (TMs) with the right involvement and guideline
• Lead Operational Excellence & training Team with 5 FTE’s
• Lead the fuels quality assurance process
• Lead service champions training operation and ensure to organize online training portals for all service champions
• Make sure that controls are in place, HSSE standards are met, and compliance is ensured.
Dimensions
Key financial indicators have not been broadcast for confidential reasons. Please contact the hiring manager if you would like to discuss these financial measures prior to submitting your application.
• Direct report: 5
Requirements
• Motivate and inspire Territory and District Managers to achieve on site operational excellence in every site in the Retail Network
• Liaise with other functional areas in Retail to coordinate the activities mapped to the Sales Organization, prioritizing the focus on operational excellence.
• Support the Sales organization to ensure compliance with the principles, defined by the Global Operating Platforms, related to On Site Operational Excellence and Channel Support
• Strong collaboration with Sales, Marketing and with Retail Operations Organization and cross functional teams
• Excellent communications skills, fluent in English
• Strong understanding of Retail business, particularly of site operations
• Demonstrate aspired Enterprise First behaviors (Leadership, Accountability, Teamwork) and Shell core values (Honesty, Integrity, Respect for People)
• 5 years of experience in retail operations in dealer environment, knowledge of relevant legislation.
• Demonstrable competence in managing operations, implementing ag
Competencies:
• Understands the Value Selling process and how it fits in the end-to-end sales cycle. Leverages value drivers and has a deep knowledge of a customer's business, macro- and microeconomic trends and industry.
• Displays desired soft skills and sensing behaviors to influence and motivate customers
• Sets clear objectives prior to the negotiation process and intentionally uses a wide range of tools to lead negotiations to a successful conclusion.
• Manages performance and develops competences of a sales team
• Recruits, on-boards and terminates channel partners. Promotes Shell Value Proposition, manages value chain split between Shell, channel partners and consumers, as well as cross-channel conflicts
• Maintains and grows business through managing and articulating CVPs that enhance customer satisfaction, increase brand loyalty and help differentiate the Shell brand from the competition.
• Demonstrates commercial and economic acumen through understanding the business model, identifying avenues for value creation within own line of business. Evaluates key business metrics and leverages market and industry insights to position Shell competitively in relation to other market players
• Delivers the customer promise flawlessly by demonstrating sound understanding of customer needs and addressing them through various E2E activities, as defined within the Customer Experience processes. Generates business value for Shell through understanding and acting on commercial insights derived from conversations with customers
• Strategizes, plans and delivers projects through alignment of the project’s requirements with key stakeholders. Evaluates and monitors progress to proactively identify risks and take corrective action when required. Manages stakeholder expectations through effective change management interventions.
• Demonstrates understanding of the contract management framework and applies its principles across the E2E contracting lifecycle. Ability to assess, interpret and understand the key elements of agreements in order to optimize value and manage risks.
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