Shell

Job Description:

The Role & Responsibilities

• Create, develop and execute CRM marketing strategy, calendar and process.

• Manage CRM Contact strategy to provide relevant, personalized Fuels & NFR offers to customers based on their transactional & behavioral data

• Identify opportunities to drive incremental value from existing customers at key stages of their life cycle and increase emotional engagement with them.

• Review both Fuel & NFR CRM Performance and develop an enhanced CRM offer journey including creative and data strategy

• Focus on leveraging CRM to further integrate Fuel & NFR, driving greater loyalty & CRM penetration and increase average margin by customer

• Support increase of the overall loyalty base, penetration, and customer value growth with CRM

• Create monthly and seasonal decks to present back to key stakeholders, making recommendations on future strategy

• Develop a strong digital experience plan to activate more customers and support digital channels

• Collaborate within and out of Mobility to define and support B2C E2E customer strategy with strong loyalty offers and campaigns (site based, local, tactical etc)

• Support transitions to the Global platforms such as; ODE, AEP & Connected Customer

• Work closely with Global CRM team, align & implement Global projects & best practices locally

• Act as the Focal Point of Shell ClubSmart Extra program

• Act as the Focal Point of Data Privacy & Loyalty Business Control Owner

• Manage and regularly report loyalty liability & budget, closely monitor invoicing processes

• Coordinate with the Customer Operation team to ensure we provide meaningful CVPs / offers and smooth customer experiences

• Manage contract of plastic cards and overlook e2e process from production to distribution

Skills & Requirements

• Min. 5 years marketing experience with substantial exposure to CRM and / or Loyalty program management ideally within Retail background.

• Experience in managing local and global marketing agencies, with clear understanding of their business model and processes.

• Proven experience in managing and coordinating multi-channel marketing campaigns (with the multi – channel user journey / experience in mind at all time

• Excellent collaboration and Stakeholder management with ability to effectively influence and communicate with all levels of management.

• Strong knowledge of Marketing operations (preferably in Retail context)

• Track record of successfully managing complex operational projects or activities.

• Ability to understand, liaise and speak with technical and non-technical teams to manage and share strategy.

• Passion about data-driven marketing and customer-first experiences.

• Highly organized, detail oriented and motivated to understand our customer

• Learner mindset & passionate & creative &result oriented

• Good team player, eager to learn and highly collaborative personality with impressive communication skills

• The successful candidate will be working closely with Local & Global Teams, such as CRM, Loyalty, Connected Customer team, IT, Business Readiness, Operations as well as the B2C CX.