CRM & Innovation Specialist

About us

Shell Mobility serves a staggering 30 million customers daily at our 46,000 branded service stations, making us the world’s biggest mobility retailer and a trusted beacon on the road. Our global purpose is to power progress together with more and cleaner energy solutions (#MakeTheFuture). We are constantly evolving to meet the needs of our customers, offering a range of quality fuels and a retail experience that is all about convenience, quality, and choice.

In South Africa, the Shell Mobility channel serves over 135,000 customers daily at 600+ forecourts and 260+ Select Stores. The future of Shell Mobility is about providing customers with a mosaic of energy solutions and the best experience no matter what cars they drive, giving them choices, convenience, and a premium experience. We are on a significant and ambitious growth journey to double the business and thrive through the energy transition. Achieving our ambitions will mean keeping customers at the heart of our business and treating every interaction as a chance to deliver on our purpose of making life’s journeys better. Mobility Marketing Team is passionate about Shell’s customers and creating long-term business value - whether it is developing and sustaining innovative CVPs based on customer insights, creating marketing-leading pricing strategies, delivering best-in-class communications, loyalty programmes, & operational excellence, or leading in the digital & data space. The Marketing Team works hand-in-hand with extended business units to drive synergies and innovation.

Come and join us as we embark on the next phase of our ambition!

In Shell Mobility, we want to fuel all aspects of our customers’ journeys and – within Customer Marketing and Communications division - CRM is about striking a balance between the needs of the customer and the needs of the business, creating valuable relationships at every touchpoint. Our aim in CRM is to power data-driven marketing agenda and enrich the customer experience by making every interaction with Shell seamless, relevant, and valuable. We put the customer at the heart of our award-winning programme.

Purpose:

The CRM & Innovations Specialist will support the PAYLO & CRM Manager, responsible for driving relevant and effective CRM communication using online and offline communication channels and internal communication to drive customer engagement and create business value. A wide variety of data sources must be managed to develop customer insights and optimize segmentation and communication approaches. The CRM & Innovations Specialist will also support the wider Marketing Team to maximize campaign impact through CRM platforms and will therefore collaborate with the Marketing, Brand & Communications Team, PAYLO & CRM Manager, and various stakeholders in Mobility (CR, Fleets Solution & Lubricants)

Where you fit in?

Come and join us as we embark on the next phase of our ambition!

If you want to be part of a growing team of CRM & Loyalty experts that use the power of data, marketing tech, and creativity to drive relevant, seamless, and valuable communications to our best customers this is a role for you. Our aim in CRM is to power the data-driven marketing agenda, enrich the customer experience, and create valuable relationships at every touchpoint. As a CRM Specialist, you are responsible for planning and implementing relevant customer journeys to achieve business objectives. The role will require the incumbent to work effectively across multiple teams, including some external partners, to proactively seek relevant information to effectively support the overarching customer objectives & ensure the delivery of a world-class loyalty programme

What’s the role?

• The CRM & Innovations Specialist is mainly responsible for the digital CRM program of Shell Mobility South Africa. This individual preferably has experience in (digital) marketing communications and personal online targeting.
• He/she develops digital content for Shell’s Loyalty V+ Program, Shell App and assists the Paylo & CRM Manager in implementing wider marketing activities across digital channels, including social media.
• Manage the capability roadmap and track delivery of new features and innovative products within the Shell digital channel eco-systems.
• To manage the CRM channel effectively, this role needs to take an analytical approach to measure & optimizing CRM communications continuously, thereby assisting the Mobility roadmap in moving to personalized and targeted customer content & offers, mainly under the umbrella of the V+ program. In doing so, this person needs to independently work with creative agencies and with loyalty Partners to professionalize this channel.
• Furthermore, the CRM Specialist needs to work closely with the Brand & CVP team to develop the integrated communications plan, and to translate marketing campaigns into relevant content for the CRM channels.  
• Finally, the CRM Specialist is responsible for excellent customer experience in the V+ program. For that matter, the CRM Specialist is responsible for the CRM platform and supporting the development and delivery of an integrated marketing plan that delivers strong returns on investment and supports the business.
• Drive the design of key customer journeys linked to the CRM lifecycle. 
• Set customer objectives at various levels based on informed insights.
• Draft analytical briefs required to inform the CRM strategy with sound customer insights backed by data.
• Responsible for implementing inspiring Shell Mobility content across digital channels and executing communications on time, within budget, and according to the Mobility content calendar. For this purpose, the CRM Specialist needs to have good project management skills and understand Mobility’s wider CVP’s and brand positioning.
• Develop exciting and innovative digital communications activities with our agency partners to create a strong impact and deliver against our loyalty objectives of moving to personal, relevant, and 1 to 1 customer comms and offers.
• Support the Marketing Campaigns Leads with implementing an integrated marketing calendar and identify ongoing cost and ROI improvement opportunities via robust analytics and appraisal of our CRM communications. Identify and eliminate ineffective and unnecessary communications content, routines, and processes by applying Continuous Improvement methods and mindset.

Additional information

Successful candidates have a customer-centric mindset. You are inquisitive, self-starting, comfortable to share your opinion in a constructive way. You are a team player who collaborates well with various stakeholders. You have the flexibility to take on project-based demands and requests to support the Marketing Team and demonstrate a learner mindset.

What We Need from You?

• Have 4-5 years of relevant working experience managing CRM within retail. Experience in the field of loyalty is a plus.
• 2+ years working in email / CRM marketing with a focus on promotions, loyalty, retention, and optimization
• 2+ years of segmentation experience, specifically in a retail environment
• Experience in running A/B tests for campaigns and deriving customer insights.
• Have a degree in marketing, communication, or commercial studies.
• High-level understanding of customer data, CRM journey design, campaign measurement, and overall campaign performance insights & analytics
• In-depth understanding of Customer Lifecycle Management and 1:1 personalization
• Experience in performance tracking across channels to measure the full effectiveness of omnichannel campaign,
• Previous retail, loyalty, and rewards experience in a similar role essential
• Experience with Multichannel Marketing Deployment Platforms advantageous – specifically the concepts of journeys and complex workflows.
• This role is suited to a passionate media user with a creative streak and a passion for posting engaging ’bite-size’ communications and a strong urge to interact with the general public in a playful and informal yet respectful manner. Evidence of these traits will be important considerations.
• He/she needs to quickly build a solid knowledge base in digital communication activities, marketing analytics and Loyalty. This is a high-octane role which needs a very organized and efficient individual to ensure the proactive and reactive elements get addressed and managing time allocation between activities will be critical.
• In addition to the specific competence areas below, the successful candidate will need to be an effective collaborator both within Shell and across creative agencies and have strong capabilities in project delivery.
• The ability to communicate clearly, feel for strong customer communications and analytical approach to measure comms effectiveness is required.

Scam Warning

Shell does not request monetary payments (e.g. insurance policy, visa/work permit, HUET or HSSE training, special job offer, etc.) for employment. Individuals who are interested in opportunities within the Shell Group will find open positions listed on the company websites www.shell.com/careers when available.

Shell does not make use of employment forms; neither does the Company process CVs that have not been submitted through the proper websites: www.shell.com/careers. All successful applicants who receive an offer of employment from Shell would have been required to go through a formal and transparent recruitment process.

To learn more about Shell’s recruitment process please visit our website www.shell.com/careers.

Shell is an Equal Opportunity Employer.

COMPANY DESCRIPTION

An innovative place to work

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

An inclusive place to work

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential…

• We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
• We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
• We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible

“This position is impacted by the previously announced sale of SPDC. By applying to this position, if you are the successful candidate you will transfer to the buyer at time of sale.”