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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
We are looking for:
Customer Success Lead - France

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 Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the 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.
We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.

Where You Fit In?

The Customer Success Lead (CSL) is responsible for the performance, development and management of a team of Customer Success Specialist. This role plays a critical part in the delivery of Shell’s end-to-end Customer Fulfilment Cycle.
  • CSL will utilize data to develop the workforce, identify improvement opportunities, ensure SLA and KPI are achieved and drive enhanced employee experience.
  • CSL actively manages relationships with Customers, Sales, Business Partners and Team Members to ensure delivery of Consistent, Adaptive, Reliable and Easy experiences to our customers and our employees.

What is the Role?

The Customer Success Lead activities cover all Customer levels including Key Accounts and Platinum Customers. This role will be responsible for:
  • People Management and Development
  • Performance Management and operational Excellence
  • Continuous Improvement and Agile Leadership
  • Strategic planning and change management
  • Compliance Management
  • Escalation and complex issue resolution
  • Business partner engagement

What We Need from You?

Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in people management and development.
Additionally, you will have:
  • Working proficiency in English
  • Knowledge of French (min. B2)
  • Having the passion, or proven track record, of leading and motivating a team
  • Excellent Communication and Influencing skills
  • Proven experience in data Analytics & Insights and Digital environment
  • Demonstrated ability and commitment to build Customer Success
  • Knowledge of Customer Centric Design
  • A deep understanding of Commercial & Economic Acumen and broad Value Chain understanding
  • The ability to lead and drive Continuous Values
  • Attention to details when dealing with Data Management and High focus on Compliance
  • Proven experience in Contract Management

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
Contracting&Procurement
Trading&Supply
Finance Operations
HR Service
External Relations
Internal Communications
Order to Delivery
Lubricants Supply Chain
Legal
Retail
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:

Details

  • iconCustomer Service, BPO/SSC
  • iconEnglish, French
  • iconKraków, małopolskie

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