Job description:

JOB PURPOSE:
The role of Global Loyalty CVP Development Manager sits within the broader Global Loyalty team reporting into the Global Loyalty Programmes Manager and GM for Global Customer Marketing & Communications and is based in SBO Krakow.
The role is fundamentally responsible for the development of loyalty programme CVPs in both new and existing markets in the US, Canada and Mexico and driving commercial value from the schemes.
Additionally, the responsibility of this role is to act as a loyalty web site lead and manage the evolution and development of future proof web based interface solution for all loyal customers worldwide, while ensuring the current web runs smoothly.

PRINCIPAL ACCOUNTABILITIES:

• Work with your focal markets in the Americas to deliver maximum commercial value from the CVPs that are in the market today; sharing best practice, assessing processes and implementing proven improvements, supporting with marketing and T&R planning etc.

• Working alongside our local market colleagues and multiple global and local stakeholders help to define and support the development of digital loyalty programmes and optimum customer experiences.

• Create new ways to align with fuels, NFR and other LoBs to amplify loyalty programme messaging.

• Support the Loyalty talent agenda by publicising and generating engagement with the established ‘Loyalty Capability’ programme.

• Support the development of a suite of accessible, useful Best Practice materials covering the basic questions any loyalty market needs for markets to learn from.

• Become an ambassador for Loyalty Programmes within Shell and understand their role in achieving local goals and their brand impact.

SECONDARY ACCOUNTABILITIES

• Act as a loyalty web site lead and manage the evolution and development of future proof web-based interface solution for all loyal customers worldwide

• Run and maintain current Smart Online web site in coordination with delivery teams

• Identify web customer Journey improvements, registration process improvements, website look and feel including website Communications

Dimensions :
Geography – Global, focus on US, Canada, Mexico

Requirements:

• Strong loyalty experience preffered

• Degree level education or equivalent.

• English language – fluent / native.

• External mind-set and customer first attitude

• Complex programme / project management delivery at Shell

• Digital / mobile / multi-channel experience

• Shell IT and Shell process understanding / experience

• Personal resilience and flexibility in working style.

• High levels of professional and personal organisation.

• Demonstrated Commercial acumen

• Open-ness to challenge and willingness to change direction.

• Strong relationship building skills, an ability to take people on a journey.

• Problem solving capability

• Insight driven marketer.

• Process and structure capability.

• Strong delivery through others, team working, delegation, calling to account and man-management skills.

Number of Vacancies: