Shell Retail Site Customer Experience Manager in Beijing, China
Auto req ID 53955BR
Job Title Retail Site Customer Experience Manager
Country of Work Location China
City, State (if applicable) Beijing
Work Location Beijing
Shell's story in China dates back more than 100 years. At Shell China we will make sure that your ideas will travel. We need world-class candidates to continue our drive to innovate and answer the world’s energy needs in socially and environmentally responsible ways. All of Shell’s core businesses are now represented in China. Upstream (oil and gas exploration and liquefied natural gas), Downstream (Oil Products and Chemicals) and our Projects and Technology organisation (Shell Global Solutions and Coal Gasification).
Position description - Purpose
With 43,000 retail stations, Shell has the largest retail brand network and most preferred fuels & retail brand in the world. Shell retail business continue to aspire strong growth in next 10 years. Shell brand has broadened the vision to “Make the life Journey Better” and “Treat every customer like a guest” customer experience will continue to be one of our key differentiators in the retail business market.
China is one of the fastest growing markets in the globe. It plays a pivotal role in the delivery of Shell retail’s ambitious growth agenda. 3 Key enablers in China’s growth strategy have been identified as Growth, Customer Value Proposition and Sustainability. As important part of Customer Value Proposition, the role of China Retail Site Customer Experience Manager is to lead the customer experience program development and support the JV Partners to deliver superior customer experience in the frontline by leveraging relevant global program as well as local program development with cross JV participation.
The successful candidate will work closely with the Shell China Operation Excellence Manager for daily delivery, also collaborate with Global Customer Experience team, Shell China Channel Offer Manager, Shell China Marketing Team and 8 JV Operation teams.
Own and lead the advocacy in SCL and JVs of the on-site and off-site customer experience Proposition – Welcome to Shell.
Lead the deployment and adaptation of Global Customer Experience Program that will improve both on-site operational performance and frontline staff recognition in JVs. Develop and execute the Shell China Recognition and Reward Program which will build up strong linkage to global customer experience platform (PMTDR), with cross JV participation, Such as Shell China Service Star Championship.
Lead to improve the Off-Site Customer Experience through Customer Service Center Support to external customers and review KPIs by leveraging or localize relevant global program (Amadeus).
Work closely with China Operation Excellence Manager to carry out KPI benchmarking, performance measurement and capability building program for Operation Frontline Staffs including District Manager, Territory Manager, Site Manager and Service Champion.
Collaborate with Global Customer Experience team on content/program development; advocate the voice of the JVs in China and ensure these insights and best practices are taken into program development and design.
Collaborate with China Channel Offer Manager, China Marketing team for the direct/indirect partner offer development and marketing program development.
Position description - Special Challenges:
The role requires to be seen as an expert of on-site & off site customer experience and seen as knowledgeable with the Global & Local programs and how they come together to enable delivery of Welcome to Shell. He/She will need to directly engage Venture Managers in Shell China, JV GMs & JV Operation Managers regarding to program benefits, deployment and sustaining delivery holding them responsible and accountable for outcomes.
Credibility with key leaders in Global, SCL & JVs needs to be quickly established, to facilitate cooperative and collaborative ways of working. The successful candidate must be seen as an equal among more senior peers and as a trusted adviser. This is critical as the role is seen leading Customer Experience agenda in Shell China.
Experience and Qualifications required
Over 5 years retail operation experience in a multi-national company
Over 3 years team leadership experience
Retail marketing experience is a Plus
Joint venture working experience is a Plus
- Stakeholder management with 3 levels – Shell Global, Shell China and JVs
No. of Positions 1
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Removal Date 28-Aug-2017