If you have a passion in helping our customers succeed in a dynamic energy transition environment, this is your opportunity. You will grow in a highly energetic and passionate team helping our customers make the transition to cleaner energy. Customer Operation’s purpose is to deliver best in market customer experience and business value, at an affordable cost. 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 Customer Success Leader (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 and coach the team, 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

More specifically your role will include:

• Leading a team of 6-10 Customer Success Specialists

• Being accountable for operational excellence for Chemicals in EU

• Actively identifying and mitigating risks within the operations

• Being a member of: Customer Operations Chemicals LT Local Business Leadership Teams where required.

What We Need from You?

When it comes to leadership, it’s your proven team leadership and engagement skills that will make the difference. You will lead people to strive for customer excellence and delivering brilliant basics. Your business partnering skills will ensure that you bring business partners along the journey of excellence in customer experience.

• Proven experience of people leadership and development

• Ability to manager operational performance and excellence

• Continuous Improvement and Agile Leadership skills

• Compliance Management knowledge

• Escalation and complex issue resolution

• Business partner engagement

• Commerciality and business knowledge

• Ability to drive change from a customer and partner’s perspective

• An understanding of customer needs and how to address through a best in market customer experience

• Ability to build inclusive teams and effective at operating across different cultures and levels in the organization including frontline operations staff who are key to delivering the customer experience.