Customer Experience Manager with Dutch
Responsible for coaching/developing our frontline staff and sales teams to welcome every customer like a guest by managing the “People Make The Difference Real” program, which is 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 analyzing customer and partner feedback throughout different programs and platforms, develop an insights dashboard and come up with solutions to identified improvement areas.
Responsible for site staff training and development via the Shell Academy (strong dotted line with BNLF Learning Advisor based in Rotterdam).
Improve/develop the image, perception and the role of Service Champion
Develop 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
Motivate & inspire retailers, Territory & District Managers to achieve on site operational excellence on every site of the network
Responsible of OPEX budget /1 mln EUR
Liaise with other functional areas to coordinate the activities mapped to TMs, Retailers and Site Staff, prioritizing the focus on operational excellence in order to deliver the best possible customer experience
Manage existing contracts and supplier relationships linked to programs (Site Essential Audit, Brand Essential Audit, VoC,…) aiming at the above mentioned activities
Represent the cluster in the Global CX community and build relationships with peers in order to learn from experiences abroad
Countries: Netherlands, Belgium, Luxembourg, France
Number of involved sites: +600
Opex: +1mln EUR