Customer expectations are changing in the global retail environment, with emotional interactions now more important vs transactional relationships. Listening

to our customers and acting on their feedback are increasingly important in enabling us to achieve our Retail ambition that Every Customer Is Treated Like A Guest.

The Customer Innovation Manager is part of the Global Customer Experience (CX) Team, reporting to the Global Customer Experience Manager.

• You will create close working relationships with global and local Marketing and Operations teams to develop an active Customer Experience community and strong local/ global ways of working to enable us to leverage our global scale through fast piloting, shared learnings, and quick adoption of successes.

• The role of the Global Customer Innovation Manager is to develop our holistic customer experience strategy and lead the transformation of Shell Retail to a truly integrated customer centric organisation

• You will create financial value through improved customer understanding and centricity. Develop and implement a new strategic approach for the collecting, leveraging and integrating of customer feedback from traditional and newer digital channels.

• You will fully exploit the value of our customer data through providing real customer insights to our frontline teams to address pain points before they become detractors

• You will use External Perspectives to improve our understanding of competitor actions and behavior and make recommendations, and to highlight overall growing importance of customer experience in retail.

• You will own key partner relationships with external suppliers for Voice of Customer Program, which is currently in 52 countries with an aim to expand to all Retail markets, including Licensed Markets in the future.

HARD SKILLS:

• Extensive Retail Sales and/or Operations Experience

• Marketing & Strategic Marketing Experience

• Knowledge and understanding of Customer Experience delivery

• Experience in leading change management

• Contract Negotiation and vendor management

• Strong insight generation and strategic development skills

• English C1

SOFT SKILLS:

• Excellent leadership and stakeholder management skills will be valuable for this role in order to drive a long-term customer experience vision through multi-cultural virtual teams and a wide and diverse set of interdependent key stakeholder including vendors, frontline teams and internal influencers.

• Requires flexible working across various global time zones.

• Excellent communication skills