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

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.

What is the Role?

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.

Furthermore, you will have:

  • 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.


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
  • iconKraków, małopolskie

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