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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
We are looking for:
Channels Strategy Lead

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

Shell Customer Operations forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe, and is focused on driving excellent corporate performance that enable Shell to operate in a global-competitive and ever-changing business environment.

Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We created a great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.

We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell a little bit better.  We highly value Diversity & Inclusion and want to bring more – JOIN US!

Key accountabilities:

Develop, own and actively manage the channel strategy across Customer Operations globally:

  • Ensure the channel strategy is evergreen, updating and evolving it in line with shifting customer expectations and lessons learned.
  • Bring in external insights and best practices to help Shell define and innovate the approach to channel communications
  • Partner with IT for technology development, deployment, and optimization to meet identified goals.
  • Ensure that the customer experience remains consistent and consistently good across channels, while ensuring that cost to serve is managed.
  • Holistically steer digital and non-digital initiatives to achieve the right outcomes and enhance the end to end customer journey, while ensuring individual initiatives are still able to prioritise their backlogs by value.
  • Drive answers to and develop a position on questions like: ‘should we focus more on chatbots? Should we prioritise FAQs more? Should we remove a telephone number displayed on a contact page on our portal?’
  • Develop outside vendor relationships, including identification of appropriate partners, qualification, definition of scope of work, and execution

Define channel target metrics in line with the strategy:

  • Align targets with initiative Product Owners to ensure targets are suitable and prioritise value and customer experience
  • Track, understand and act on key channel related KPIs, and adapt and evolve the strategy as required.
  • Drive transformation through colleagues and extended team members - Ensure the channel strategy is integrated end to end across channels and initiatives, influencing product and initiative owners to drive coherence.

Engage with sales and deal making to ensure the customer offer book is evergreen reflects the channel strategy:

  • Influence key stakeholders to build engagement and consensus across these functions, to ensure that we are offering the right channels to the right customers.
  • Understand and track the true cost to serve customers across different channels, and adapt the channel strategy as required:
  • Ensure that the cost to serve is accurate and up to date across channels, and that we are accounting for all components of that cost, is key. Having the right data supports making the right decisions.

What we need for you:

  • University degree in Communications, Public Relations, Marketing, or Business.
  • Minimum 7+ years of related experience including integrated marketing communications role including digital/interactive marketing, online communications, website content development or other relevant background.
  • Skilled with managing multiple communications channels (for example: website, email, social media, PR, etc)
  • Demonstrated experience working with third party agencies and business partners
  • Demonstrated critical thinking and analytical skills with ability to define problems, collect data, establish facts, draw valid conclusions and plan next steps. Ability to influence effectively at different organisational levels, across different parts of the organisation.
  • Product ownership, digital product development: experience on how digital products are developed (Agile)
  • Deep understanding of commercial drivers and the ability to drive a step change in the Customer experience while ensuring a solid business case throughout
  • Self-sufficiency in Excel/PowerBI
  • English min. C1

Official job title for the role: Design/Deploy Lead Channel Strategy Lead

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:


  • iconAdministration, Marketing & PR, BPO/SSC
  • iconEnglish
  • iconKraków, małopolskie

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