Customer Success and Operations Lead

**The Role**:
**Where you fit**

Customer Operations is on its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.

We have a collaborative, flexible, dynamic, and very supportive working culture where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell that little bit better. We highly value a Diversity & Inclusion.

**What’s the role?**

The Customer Success Lead role for the GC Lubricants business (including GKA) requires the accountabilities and activities that will cover all Customer levels including Key Accounts and Platinum Customers. This role plays a critical part in the delivery of Shell’s end-to-end Customer Fulfilment Cycle.

As a Customer Success Lead (CSL) you will be responsible for performance, development, and management of a team of Customer Success Specialist. The CSL will utilize data to develop the workforce, identify improvement opportunities, ensure SLA’s and KPI’s are achieved and drive enhanced employee experience. The CSL actively manages relationships with Customers, Sales, Business Partners, Team Members & Senior Leadership to ensure delivery of Consistent, Adaptive, Reliable and Easy experiences to our customers and our employees.

You further accountabilities are:

- Leader of Teams.
- Continuous Improvement and Agile Leadership.
- Performance Management and operational Excellence.
- Strategic planning and Change management.
- Compliance Management.
- People Management, Succession Planning & Talent Development.
- Escalation and complex issue resolution.
- Business partner engagement.
- Commerciality and business knowledge.

**What we need from you**
- Minimum 8 years’ experience with strong Customer Centricity and experience in people management and development.
- Working proficiency in English.
- Having the passion, or proven track record, of leading and motivating a team.
- Excellent Communication and Influencing skills.
- Proven experience in Data Analytics & Insights and Digital environment.
- Demonstrated ability and commitment to build Customer Success
- Knowledge of Customer Centric Design.
- A deep understanding of Commercial & Economic Acumen and broad Value Chain understanding.
- The ability to lead and drive continuous Shell Values.
- Attention to details when dealing with Data Management and High focus on HSSE & Compliance.
- Proven experience in Contract Management.

Scam Warning:
Shell is an Equal Opportunity Employer.

**COMPANY DESCRIPTION**

**An innovative place to work**

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future - whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

**An inclusive place to work**

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment - one where you can express your ideas, extend your skills and reach your potential
- We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
- We’re closing the gender gap - whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
- We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

**A rewarding place to work**

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.
**Disclaimer