Purpose:

Customer facing role in the European GC Customer Operations Team, predominantly working with our B2C  and B2B  customers .

To maintain and qualify direct  accounts in conjunction with the direct Sales manager, Sales Territory Managers, Shell Technical, Sales & Marketing team and to be held accountable for successful onboarding and handover of the customer portflio outlined by direct strategy. 

Maximise conversion and/or share of wallet of new/existing contracts

Help develop and enhance an “unmanned customer management”, increase use of market-hub and all other digital means.

Utilize Global CVPs and Sales 1st techniques to achieve financial targets Sales & Marketing and OTC Key Performance Indicators (KPIs)

Accountabilities:

Achieve and monitor sales commitments of existing B2C & B2B customers and  be accountable for personal performance:
a. Financial performance indicators: C3
b. Sales Productivity performance indicators: Details will be given

• Manage Customer relations via outbound and inbound calls in Customer Operations  excluding contractual terms and discussion on pricing

Customer Profiling:

•  360° customer data analyses (CRM, SF, R3 …) to create profile

• Analyse MAC & CRM Input to create market and overall customer insight reports (potentials, noise in the market etc.)

• Regular sharing of customer insight with business partners

Customer Relationship Management

• Create a bridge for smoother customer experience through sales-co-lsc process.

• Proactively look for opportunities to support customer facing activities of sales team

• Support development of Call Plan with sales, Support sales team and direct customers for E2E sales process (from order taking to invoice), reinforce and improve high level of customer experience.

• Proactive customer management based on 360° profiling output

• Market Activation Campaign

• Customer churn campaign to identify blocker for volume churn

• Customer activation campaign after new deals with contract holder or tailored promotions

• Tailored Sales & Marketing outbound campaigns to increase penetration of Products & Services

• Implement and maintain the Company standardized sales and business management processes in line with direct sales strategy

• Practice LAT behaviors, HSSE policies, and Shell Business Principles. Operate within the Manual of Authority and the Standard Offer Book

• Effectively use Sales 1st, Price Management, S&OP and Customer Promise processes and tools, to provide the required level of service to both customers and support functions

• Proactively read the customer / market and implement effective business activities from sound understanding of customer needs and developments in the market. Implement responses to competitor actions and market changes.

• Monitor key competitors in the sector and understand their strengths and weaknesses in order to maximize sales opportunities.

• Contribute to the overall planning and development of the commercial business by providing recommendations and market intelligence on business, customer, competitor and market issues to the marketing team.

Dimension:

150 to 300 sold to ship to combinations.

Skills and Requirements:

• Min 1 years experience in customer operations or sales with direct accounts

• Understand account management in terms of customer relationship management and customer service management (as opposed to just selling)

• Strong analysis and problem solving ability

• Drive, self-motivated, high on achievement; result-oriented, able to work under pressure

• Demonstrated ability to identify and improve service offerings in line with customers operations and processes

• Ability to build and maintain positive customer relationships and work in a team-orientated environment

• Demonstrates a good knowledge of HSSE standards and practices

• Fluent in English (writing and/or conversation)

• Market language is must

• Good PC skills

Additional Information:

Good understanding of Market knowledge, Industrial trends, GC structure and stakeholders to maximize cross-functional contributions (DS, Commercial, Supply & Distribution, Trading)

Operate within agreed strategy and guidelines, and use agreed processes and tools.

Be a dynamic team player willing to pursue an aggressive sales plan in a competitive environment