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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
remote recruitment
published 2021/09/09
We are looking for:
Global Key Accounts Deal Management Expert

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 Operation’s purpose is to deliver best in market customer experience and business value, at an affordable cost. We are in the middle of an exciting transformation journey and offer exciting career and development opportunities for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital or e-commerce initiatives.

We have a collaborative, flexible, dynamic, caring  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 improve our customers’ experience with Shell. We highly value a Diversity & Inclusion.

Where You Fit In

Success for Customer Operations is providing market leading Customer Experience, generating revenue for Shell and, providing a modern and engaging employee experience augmented by technology. We are fully end-to-end integrated with business partners we work with. We approach our work by ensuring brilliant basics of our work, being fundamentally digital and an agile organization. We also ensure that our customer experience we deliver are segmented according to their needs.

The Role Purpose

Contract Management:

  • Provide support in pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Offer Book (Play Book)
  • Partner with Key Stakeholders, Legal & Local teams to identify & minimize negative contracts exposure (i.e. Trade control and compliance management)
  • Follow-up directly with customers & partners on missing contract documentation
  • Ensure contracts are signed and stored in line with global & local country requirements
  • Archive contract documentation and termination of customer contracts & drive excellence in this space

Tender & Offer Management:

  • Provide support for global tenders including validation with offer book and legal compliance
  • Execute the Central Tendering Unit process (CTU) - Manage the Central Tendering Unit process (CTU)
  • Act as “translator” between sales and legal and help drive the commercial value generating levers into legal paragraphs
  • Master Data Set Up & Amend:
  • Maintain Global Sales Hierarchy, contract registers and banding adherence - Maintain Global Sales Hierarchy and banding adherence
  • Perform CS&A activities for Global Accounts and lead GKA data excellence
  • Partner with local teams on local master data execution

Business Specific Accountabilities:

  • Support development & delivery of the Global Global Key Account Sales Contract Manual (GKA SCM)

Additional activities

  • Managing customer portals – provide support on global level for access management and act as a superuser
  • DocuSign focal point
  • Sustainability Reporting for Global Key Accounts (GKA) customers
  • Partner with GKA CO Leads, GAMs, LSC on supporting business implementation activities
  • Build relationships with customers regional & global headquarters (depending on the need) through taking part on customer visits, engaging on operational business reviews and supporting CO GKA Leads.

What We Need from You?


English Language Proficiency – C1 (German, Dutch, Russian or French – is an advantage)

Other Skills & Experience:

  • Bachelor degree preferred (Business related major) or equivalent experience
  • Min 2-3 years’ experience in Customer Service or Deal Management operations (experience in Lubricants is an advantage)
  • Experience in Microsoft Office, SharePoint & GSAP (R3) experience preferred
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell
  • Understand Shell’s Offer Book (Play Book) and customer value proposition
  • Legal background is an advantage
  • Able to demonstrate a continuous improvement mind-set
  • Demonstrated communication and relationship building skills
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
  • Able to take independent decisions & drive actions on its own involving stakeholders when required.

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:


  • iconBPO/SSC
  • iconKraków, małopolskie

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