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Customer Experience Manager with Dutch


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Customer Experience Manager with Dutch

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Reference ID 138697BR_EN Updated 28/04/2020 Employment Type Full Time Experience level Experienced Professionals
Country Poland City/State Krakow Work Location Krakow

The Role


  • 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

Dimensions :
Countries: Netherlands, Belgium, Luxembourg, France
Number of involved sites: +600
Opex: +1mln EUR
Travel: rare

  • Passionate about customer experience and is constantly seeking opportunities to improve and develop both customer service and commercial results.

  • Able to define a mid-term strategy and adapt it to new developments in the market

  • Being a sound communicator and people manager

  • The customer has had first positive experiences in project delivery

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

  • Dutch – C1

  • French – nice to have

  • Project Delivery skills

  • Customer Experience Management

  • Delivery through others

  • Displays interpersonal effectiveness

  • Contract Management

  • Stakeholder engagement

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