• Customer facing role in the European GC Customer Operations Team, predominantly working with our B2C and B2B customers.
• To maintain and qualify direct accounts in conjunction with the direct Sales manager, Sales Territory Managers, Shell Technical, Sales & Marketing team and to be held accountable for successful onboarding and handover of the customer portfolio outlined by direct strategy.
• Maximise conversion and/or share of wallet of new/existing contracts
• Help develop and enhance an “unmanned customer management”, increase use of market-hub and all other digital means
• Utilize Global CVPs and Sales 1st techniques to achieve financial targets Sales & Marketing and OTC Key Performance Indicators (KPIs)

Achieve and monitor sales commitments of existing B2C & B2B customers and be accountable for personal performance:
a. Financial performance indicators: C3
b. Sales Productivity performance indicators: Details will be given

• Manage Customer relations via outbound and inbound calls in Customer Operations excluding contractual terms and discussion on pricing

• 360° customer data analyses (CRM, SF, R3 …) to create profile
• Analyse MAC & CRM Input to create market and overall customer insight reports (potentials, noise in the market etc.)
• Regular sharing of customer insight with business partners

• Create a bridge for smoother customer experience through sales-co-lsc process.
• Proactively look for opportunities to support customer facing activities of sales team
• Support development of Call Plan with sales, Support sales team and direct customers for E2E sales process (from order taking to invoice), reinforce and improve high level of customer experience.
• Proactive customer management based on 360° profiling output
• Market Activation Campaign
• Customer churn campaign to identify blocker for volume churn
• Customer activation campaign after new deals with contract holder or tailored promotions
• Tailored Sales & Marketing outbound campaigns to increase penetration of Products & Services
• Implement and maintain the Company standardized sales and business management processes in line with direct sales strategy
• Practice LAT behaviors, HSSE policies, and Shell Business Principles. Operate within the Manual of Authority and the Standard Offer Book
• Effectively use Sales 1st, Price Management, S&OP and Customer Promise processes and tools, to provide the required level of service to both customers and support functions.
• Proactively read the customer / market and implement effective business activities from sound understanding of customer needs and developments in the market. Implement responses to competitor actions and market changes.
• Monitor key competitors in the sector and understand their strengths and weaknesses in order to maximize sales opportunities.
• Contribute to the overall planning and development of the commercial business by providing recommendations and market intelligence on business, customer, competitor and market issues to the marketing team.

150 to 900 sold to ship to combinations.

• Min. 1 years of experience in customer operations or sales with direct accounts OR relevant studies or experience
• Fluent in English (writing and/or conversation) any other European language is nice to have
• Language skills (B2) German
• Understand account management in terms of customer relationship management and customer service management (as opposed to just selling)
• Strong analysis and problem solving ability
• Drive, self-motivated, high on achievement; result-oriented, able to work under pressure
• Demonstrated ability to identify and improve service offerings in line with customers operations and processes
• Ability to build and maintain positive customer relationships and work in a team-orientated environment
• Demonstrates a good knowledge of HSSE standards and practices
• Good knowledge of MS Office

• Good understanding of Market knowledge, Industrial trends, GC structure and stakeholders to maximize cross-functional contributions (DS, Commercial, Supply & Distribution, Trading)
• Operate within agreed strategy and guidelines, use agreed processes and tools.
• Be a dynamic team player willing to pursue an aggressive sales plan in a competitive environment