Shell

• Lead and manage a team of +20 Customer Success Specialists ranging from JG8 to JG6
• Provide leadership support and coaching team including regular one to ones, IDP coaching, GPA setting
• Support team member development and actively manage succession planning
• Manage daily team resourcing, recruitment, and selection of new Customer Success Specialists
• Managing 3rd party regarding operational requirements
• Accountable for the overall performance of team members and the team positively recognizing excellent performance and effectively managing any underperformance
• Ensure all KPIs defined for the team are met, and team members are equipped with the knowledge, skills, and support to perform them effectively
• Champion Customer 1st culture and the behaviors required within the team to deliver an exceptional customer experience
• Proactively liaise with other business stakeholders involved in operational processes (e.g., Sales, Loyalty Marketing, Brand & Comm, IT, Mobility) making sure performances and SLAs are met
• Be involved in global loyalty projects on behalf of Turkey
• Use Continuous Improvement tools such as visual management, leader standard work, and the versatility matrix to support daily operations management
• Develop and support a pipeline of CI activities with MCO
• Manage the operation with the agile perspective and to establish an elastic structure
• Build strong relationships with Mobility field teams as well as Mobility Marketing Team
• Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively in their roles
• Manage customer complaints effectively and to carry out activities to improve the customer experience based on complaints

• Have the ability to establish strong communication with both the team and stakeholders with different communication styles
• Displays desired soft skills and sensing behaviors to influence and motivate customers
• Manages performance and develops competences of Third Party. Ability to assess, interpret and understand the key elements of agreements in order to optimize value and manage risks.
• Delivers the customer promise by demonstrating sound understanding of customer needs and addressing them through various E2E activities, as defined within the Customer Experience processes. Generates business value for Shell through understanding and acting on insights derived from conversations with customers
• Strategizes, plans, and delivers projects through alignment of the project’s including global ones’ requirements with key stakeholders. Evaluates and monitors progress to proactively identify risks and take corrective action when required. Manages stakeholder expectations through effective change management interventions
• Follow the B2C activities both internal and external, to be ready to fulfill all the requirements that are at the forefront for the best customer experience
• With a KPI oriented perspective, there should be the ability to establish the right strategy and take decisions about guiding the future of CO

Requirements

• Fluent English is must
• Bachelor’s degree (Business related major) or equivalent experience
• Has proven leadership, coaching and developing others
• Proven ability to manage multiple priorities to meet Stakeholder expectations
• Able to put Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience
• Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve issues
• Able to apply Continuous Improvement behaviors to lead improvement initiatives
• Demonstrate relationship building skills, across several levels, including Customers team members and business partners
• Demonstrate an in-depth knowledge of the business this role supports
• Full knowledge of IT applications within scope of responsibility
• Full knowledge of Group policies and standards
• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001 and ISO 27001 standards/procedures/work instructions