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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
We are looking for:
Customer Relationship Management and Loyalty Specialist with Slovak

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

CEE Marketing Support Hub’s purpose is to support CEE marketing activities, deliver maximum business value, at an affordable cost. Marketing Hub is providing lean efficient support to CRM (Customer Relationship Management) &Loyalty activities in CEE markets and manage independently the following tasks: loyalty and CRM operational activities, systems, marketing campaigns, social media, mobile application and website updates, other CRM & Loyalty tools and comms; review of communication journey in mentioned above tools to improve its usability and attractiveness

You will be working directly with the local Marketing Manager, Customer Engagement manager, Marketing Activation Specialist, and with Loyalty & CRM Manager CEE and Loyalty & CRM Project Manager on CEE initiatives.

Principal Accountabilities:

CRM and communication material:

  • Content Audit for Smart Online, Shell mobile application, Facebook, CRM communications

  • POS materials delivery coordination to sites

  • Q&As, other campaign materials for internal engagement to retailers and Customer Service Team

  • Train/Engage sites in campaign/promotional activities, ensure successful campaign execution at sites

  • Translation, localization of marketing materials and proposal on its improvement

Loyalty Operational activities:

  • Manage requested daily Loyalty operations

  • Support local implementation of new initiatives– connected with Loyalty, new partners or new benefits for Loyalty customers

  • Manage gift distribution with external logistic partner

  • Creation of regular and ad hoc reports

  • Fraud communication with Customer Service Team, partners and sites

  • Daily communication with local business representatives

  • Coordination of contracting process, contract finalization Coordination of Loyalty tasks related to new Site openings with internal and external stakeholders

  • Manage Loyalty invoice process and month-end closing by checking partner invoice correctness (logistics, gifts, redeeming and issuing partners), and by tracking incoming invoices

  • Support payment related operational activities (e.g: compliance audit data gathering)

Loyalty and CRM system activities:

  • IT set up for Loyalty and CRM related activities – testing mobile app, setting up product codes, gift codes, award rules in Loyalty and site system, setting in CRM (Customer Relationship Management) systems, CRM CR groups update and changes

  • Coordination of IT ticket resolution with Helpdesk related to Loyalty applications, software, Track point awarding issues from CRM offers with IT

  • Participate in Loyalty System related projects, provide input for system and process enhancements, CVP (Customer Value Preposition) enhancements


  • University or college degree

  • Experience in Marketing Operations, loyalty experience is an advantage

  • Demonstrable competence in Stakeholder Management;

  • Demonstrates ability to resolve complex tasks with minimum supervision and independently

  • Focus on delivery and ability to perform multitasking activities;

  • Able to demonstrate a continuous improvement mind-set

  • Experience in using social media platforms including Twitter/Facebook

  • Excellent analytical skills; accuracy

  • Excellent communication skills; communicating effectively in writing and social media channels professionally, accurately, and quickly

  • Open, proactive and supportive personality;

  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

  • MS Office knowledge - Excel, Word, PowerPoint, etc.

  • Fluent English, Slovak language min. C1;

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:


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

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