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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: manager/director
We are looking for:
Customer Innovation Manager

Why Work for Shell?

Honest, integrity and respect; "feel free to speak your mind" culture; health and safety rules; diversity & Inclusion culture
An energy leader
Meaningful work in a company that is universally respected as a truly global energy leader {one of the world's biggest employers according to Fortune Global 500}. Join us and have a real impact on the operations of one of the world's largest companies.
Vibrant community
Become a part of a highly-driven team and get to know Shell's unique culture based on inclusiveness and collaboration.
Opportunies for growth
Spread your wings thanks to innumerable opportunities that Shell Business Operations Krakow offers its emloyees.
Impactful collaboration
Be an important participant of an international project.

Thanks to cooperation with Shell you gain:

  • Comfortable working environment: newly-built modern office with its own canteen, relax rooms, bike & car pakingspace
  • Improved accessibility of office and sanitary facilities
  • Energetic atmosphere at work
  • Attractive salary package
  • Shell Card
  • Additional funds for trainings and certifications (ACCA, CIMA, CIPS, Lean Six Sigma)
  • Complex medical care and individual life insurance
  • Assistive technologies and reasonable adjustments for people with disabilities
  • Non-monetary benefits (e.g. MultiSport Card, vouchers for cultural and free time activities, 12 sports sections, and many more)
  • Attractive relocation allowance available once relocating from another country

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.

To be successful on the role you need o have:


  • 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


  • 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

About us

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 in Kraków:

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, a job at Shell will offer the chance to build a lasting and meaningful career. As one of 5 Business Operations centres located worldwide, we will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and stakeholders.

Shell Polska employs more than 4400 professionals: 4100+ in Kraków and 200 in Warsaw.

Our employees represent over 50 nationalities and operate in over 20 defferent languages.
Shell in Kraków departments:

Customer Operations
Finance Operations
HR Service
External Relations
Internal Communications
Order to Delivery
Lubricants Supply Chain
Technical Asset Operations
Creative Solutions

People with disabilities are welcome to apply as we provide reasonable accommodations and assitive technologies for people with diverse disabilities.

Contact us:


  • iconCustomer Service, BPO/SSC
  • iconKraków, małopolskie

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