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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
We are looking for:
Global CRM Performance 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

Across our CRM (Customer Relationship Management) programmes, this person will lead the use our data to help us understand how to grow our new and existing customer base, increase share of wallet and frequency and customer satisfaction through the delivery of communications.

Job Accountabilities:

  • Responsible for developing a global measurement framework for CRM and to deliver to the global CRM team actionable insights that drive continuous improvement in performance.

  • Manage and update CRM KPI and Metrics dictionary (definition, calculation, source of information)

  • Own and manage the monthly reporting working with agency and in-house reporting/analytics teams on the CRM program and campaign results ensuring markets are fully informed on YTD and annual targets and highlighting areas for improvements and optimisations

  • Create a data approach for CRM identifying value levers for the team and key barriers for growth

  • Deliver cross market insights on derived from data and results working with Data & Analytics team on bringing together different data sources to create a holistic picture of customer and customer behaviour across paid and owned media channels

  • Enhance Shell CRM customer knowledge by adding new available resources of data and new metrics to CRM reports.

  • Regularly sharing key campaign learning/optimisation with stakeholders through appropriate forums

  • Ongoing coaching on CRM functional expertise to wider Marketing Community

  • Analysis of results reporting driving continuous improvement and test & learn agenda

  • Agency management as well as lead the in-house Data & Analytics team


  • Strong commercial acumen and ability to build annual forecast with markets and ability to connect spend to yield to deliver strong ROI for all campaigns

  • Able to synthesize data into a coherent storyline for stakeholders with varying levels of data knowledge

  • Data savvy – understands and uses data insights to optimise and enhance CRM campaigns

  • A high degree of passion for understanding data from multiple sources, transforming data into easy to use dashboards and providing business insights

  • Excellent analytical knowledge allowing confident management and challenge of analytics to consolidate and continuously review consistency and create efficiencies in reporting

  • Good influencing skills and building relationships with multiple internal and external stakeholders with ability to adapt communication style

  • Strong budget management, commercial awareness and ability to develop full business case and scenarios

This needs combining with a positive attitude and an ability to work within a large, globally dispersed project team in a multi-cultural environment. You also need to be a self-starter, a logical thinker and a quick learner, with strong initiative and excellent communication, interpersonal and presentation skills, able to write clearly and concisely.

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:

This job is no longer available

Recruitment process for this position has ended.

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  • iconKraków, małopolskie

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