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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: manager/director
Shell Business Service Centre Kraków - job
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) 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, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.
Business Readiness Manager
Work location: Shell Energy Campus, Czerwone Maki 85

Job description:

You will be responsible for end to end operational deployment of both traditional and digital programmes.
You will ensure all business readiness and change management activities are delivered in selected west markets for the successful execution of the programme. Pre-empt, identify and remove all barriers to success, as there are likely to be market nuances.
You will report into Global Business Readiness Lead and also be the key link and stakeholder for the Global Loyalty Lead and Product Owner.

The success of a loyalty Customer Value Prepositions (CVP) is reliant on multiple factors;
IT and technology – quite simply, that it is working as it should e.g. cards can be swiped / phones scanned, points / visits are being awarded, reimbursement is being calculated.
Communications – customers know about it, visibility at site.
Offers – offers are set up correctly on the system and are being allocated appropriately.
Retailers – they are ‘bought in’ and open to their teams ‘offering’ the Loyalty Programme to the customer.
Forecourt staff – they can explain the benefits easily and confidently.
Third Party partners / Customer Operations – they are aware of any Loyalty Programme changes and have briefed their staff accordingly

Build relationships with markets in scope for deployment of organization, processes and tools for effective launch and operations of Loyalty and Customer Relationship Management CVPs. Project Manage the activities for WEST markets including (but not limited to):

  • Change Impact Assessment

  • Operating model definition/migration

  • Legal and Fiscal compliance

  • User Testing coordination

  • Training coordination

  • Change and engagement plans

  • Hypercare to Launch and Operate Loyalty & CRM successfully and transition to Business as Usual

The position has no direct reports, you will work alongside the Global Loyalty and CRM Product Owners, Business Readiness Manager – CRM & Loyalty EAST
Managers, local business project managers, implementers and coordinators.


We are looking for a person who is passionate about customer experience and able to overcome barriers to deliver better experiences for our customers across multiple channels.


  • Launching the new product/service, specifically Loyalty tools or processes cross geography

  • Change management - Project Management skills, strong communication skills, facilitation and coaching, Customer value focus

  • Stakeholder management with tailoring of communications to different audiences and ability to quickly build trusted relationships in a virtual working environment

  • Knowledge of Loyalty and/or Customer Relationship Management processes, operations and tools and what makes these programmes successful

  • Continuous improvement initiatives, learning aptitude for changes in Technology

  • Project management/analysis - preferably in a Retail context.

  • Managing Loyalty Programmes & knowledge of Loyalty Programmes operations / IT & site systems would be an advantage


  • Principles of a CRM contact strategy, reporting, KPI & measurement

  • Process of development and implementation of the contact strategy in market from briefing to deployment

  • Agency Management and setting up agency relationships from contracting to scope of work to deliver

  • Issues on Data Privacy and Data Management

English C1 is a must

Number of Vacancies:

Benefits of working at Shell:
  • Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
  • Unique opportunity to fulfill your potential with personal and professional development programs
  • Work in a smart and motivated team within a supportive and inclusive culture with strong values
  • Attractive salary and bonuses
  • Complex medical care and individual life insurance
  • Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
  • Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
  • Opportunity to participate in social and community projects
Shell is an Equal Opportunity Employer

This job is no longer available

Recruitment process for this position has ended.

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  • iconFinance & Accounting
  • iconKraków, małopolskie

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