CRM & Innovation Specialist

**About us**

Shell Mobility serves a staggering 30 million customers daily at our 46,000 branded service stations, making us the world’s biggest mobility retailer and a trusted beacon on the road. Our global purpose is to power progress together with more and cleaner energy solutions (#MakeTheFuture). We are constantly evolving to meet the needs of our customers, offering a range of quality fuels and a retail experience that is all about convenience, quality, and choice.

In South Africa, the Shell Mobility channel serves over 135,000 customers daily at 600+ forecourts and 260+ Select Stores. The future of Shell Mobility is about providing customers with a mosaic of energy solutions and the best experience no matter what cars they drive, giving them choices, convenience, and a premium experience. We are on a significant and ambitious growth journey to double the business and thrive through the energy transition. Achieving our ambitions will mean keeping customers at the heart of our business and treating every interaction as a chance to deliver on our purpose of making life’s journeys better. Mobility Marketing Team is passionate about Shell’s customers and creating long-term business value - whether it is developing and sustaining innovative CVPs based on customer insights, creating marketing-leading pricing strategies, delivering best-in-class communications, loyalty programmes, & operational excellence, or leading in the digital & data space. The Marketing Team works hand-in-hand with extended business units to drive synergies and innovation.

Come and join us as we embark on the next phase of our ambition

In Shell Mobility, we want to fuel all aspects of our customers’ journeys and - within Customer Marketing and Communications division - CRM is about striking a balance between the needs of the customer and the needs of the business, creating valuable relationships at every touchpoint. Our aim in CRM is to power data-driven marketing agenda and enrich the customer experience by making every interaction with Shell seamless, relevant, and valuable. We put the customer at the heart of our award-winning programme.

Purpose:
The CRM & Innovations Specialist will support the PAYLO & CRM Manager, responsible for driving relevant and effective CRM communication using online and offline communication channels and internal communication to drive customer engagement and create business value. A wide variety of data sources must be managed to develop customer insights and optimize segmentation and communication approaches. The CRM & Innovations Specialist will also support the wider Marketing Team to maximize campaign impact through CRM platforms and will therefore collaborate with the Marketing, Brand & Communications Team, PAYLO & CRM Manager, and various stakeholders in Mobility (CR, Fleets Solution & Lubricants)

**Where you fit in?**

Come and join us as we embark on the next phase of our ambition

If you want to be part of a growing team of CRM & Loyalty experts that use the power of data, marketing tech, and creativity to drive relevant, seamless, and valuable communications to our best customers this is a role for you. Our aim in CRM is to power the data-driven marketing agenda, enrich the customer experience, and create valuable relationships at every touchpoint. As a CRM Specialist, you are responsible for planning and implementing relevant customer journeys to achieve business objectives. The role will require the incumbent to work effectively across multiple teams, including some external partners, to proactively seek relevant information to effectively support the overarching customer objectives & ensure the delivery of a world-class loyalty programme

**What’s the role?**
- The CRM & Innovations Specialist is mainly responsible for the digital CRM program of Shell Mobility South Africa. This individual preferably has experience in (digital) marketing communications and personal online targeting.
- He/she develops digital content for Shell’s Loyalty V+ Program, Shell App and assists the Paylo & CRM Manager in implementing wider marketing activities across digital channels, including social media.
- Manage the capability roadmap and track delivery of new features and innovative products within the Shell digital channel eco-systems.
- To manage the CRM channel effectively, this role needs to take an analytical approach to measure & optimizing CRM communications continuously, thereby assisting the Mobility roadmap in moving to personalized and targeted customer content & offers, mainly under the umbrella of the V+ program. In doing so, this person needs to independently work with creative agencies and with loyalty Partners to professionalize this channel.
- Furthermore, the CRM Specialist needs to work closely with the Brand & CVP team to develop the integrated communications plan, and to translate marketing campaigns into relevant content for the CRM channels.
- Finally, the CRM Specialis