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Customer Experience Implementer with French (Retail)


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Customer Experience Implementer with French (Retail)

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Reference ID 139505BR_EN Updated 18/05/2020 Employment Type Full Time Experience level Experienced Professionals
Country Poland City/State Krakow Work Location Krakow

The Role

Responsible for implementing activities and initiatives around frontline staff development and sales teams by liaising between the Retail Operations Sales Support and the local functional areas, when it comes to the successful execution of the “People Make The Difference Real” program. A global initiative aimed at further improving the on-site operational excellence and service standards through selection & coaching, training measurement and reward mechanisms.

  • Responsible for generating customer feedback on several levels by leveraging the Voice of Customer Program, FeedbackNow, the global channel survey and the staff engagement via the Voice of Service Champion.

  • Assist in developing the cluster into becoming the most hospitable sites in the retail industry through various projects which are often created by own identification of gaps and opportunities

  • Manage the day-to-day activities related to different programs (Site Essential Audit, Brand Essential Audit, VoC,…) aimed at improving operational excellence.

  • Co-represent the cluster in the Global CX community and build relationships with peers in order to learn from experiences abroad

Dimensions :
Countries: Netherlands, Belgium, Luxembourg, France
Number of involved sites: +600

  • Strong affinity for customer experience and constructive customer feedback allowing our business to develop further.

  • Able to adhere to a an overall strategy and has the ability to come up with suggestions and communicate these clearly and in a concise way

  • French and English – fluent

  • Ideally, has already had a retail operation or marketing experience.

  • Project management and delivery skills

  • Managing customer experience

  • Able to deliver through others

  • Displays interpersonal effectiveness

Shell in Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, a job at Shell will offer the chance to build a lasting and meaningful career. As one of 5 Business Operations centres located worldwide, we will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and stakeholders.

Shell is an Equal Employment Opportunity Employer of Minorities, Females, LGBT, and Individuals with Disabilities.

Thanks to cooperation with Shell you gain:

  • Comfortable working environment: Newly-built modern office with its own canteen, relax rooms, bike & car parking space

  • Yearly bonuses and lots of non-monetary benefits (e.g. MultiSport Card, vouchers for cultural and free time activities, 12 sport sections, and many more)

  • Complex medical care and individual life insurance

  • Additional funds for trainings and certifications

  • EuroShell Card

  • Bonus for referring your friend to work

People with disabilities are welcome to apply as we provide reasonable accommodations and assistive technologies for people with diverse disabilities.

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.

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  • Commercial and Retail, Krakow (City), Lesser Poland Voivodeship, PolandRemove