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Customer Success Lead German Speaker

Shell Business Operations

  • offer expired a month ago
  • contract of employment
  • full-time
  • manager / supervisor
  • hybrid work
  • Immediate employment
  • remote recruitment
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Shell Business Operations

Czerwone Maki 85



Your responsibilities

  • People Management and Development

  • Performance Management and operational Excellence

  • Continuous Improvement and Agile Leadership

  • Strategic planning and change management

  • Compliance Management

  • Escalation and complex issue resolution

  • Business partner engagement

  • Leader of community

  • Commerciality and business knowledge

Our requirements

  • Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in people management and development

  • Working proficiency in English

  • Knowledge of German (min. B2)

  • Having the passion, or proven track record, of leading and motivating a team

  • Excellent Communication and Influencing skills

  • Proven experience in data Analytics & Insights and Digital environment

  • Demonstrated ability and commitment to build Customer Success

  • Knowledge of Customer Centric Design

  • A deep understanding of Commercial & Economic Acumen and broad Value Chain understanding

  • The ability to lead and drive Continuous Values

  • Attention to details when dealing with Data Management and High focus on Compliance

  • Proven experience in Contract Management

What we offer

  • Modern office set-up with its own canteen and discount for meals, coffee corner, relax rooms, bike & car parking space, electric charger for cars and improved accessibility standards

  • Attractive and competitive salary package

  • Programmes that support well-being & mental health: Employee Assistance Programs, medical consultations and coaching sessions

  • Discount for Shell fuel

  • Complex medical care and individual life insurance

  • Assistive technologies and reasonable adjustments for people with disabilities

  • International working environment and collaboration in high vibrant community

  • Work-life balance support: hybrid working & flexible time arrangements, sabbaticals, MultiSport Card, vouchers for cultural and free time activities

  • Additional funds for trainings and certifications / role dependant (ACCA, CIMA, CIPS, Lean Six Sigma)

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • corporate products and services at discounted prices

  • integration events

  • no dress code

  • coffee / tea

  • parking space for employees

  • leisure zone

  • sharing the costs of tickets to the movies, theater

  • christmas gifts

  • employee referral program

  • charity initiatives

  • electric car charger

Recruitment stages

Explore current opportunities & vacancies.


Discover and apply online


Connect with us at interview


Final Assessment

Job Description:

MCO Fleet & CRT Heartlands

Please note that this role will be on SBO Terms and Conditions

Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.

We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell.

We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.

Where You Fit In?

The Customer Success Lead (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 the workforce, 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.

What is the Role?

The Customer Success Lead role requires all or some of the accountabilities below to be performed, depending on class of business requirements and journey span. Business serviced include but are not limited to: Mobility, GL Lubricants, Fleet Solutions, T&S, Aviation, Marine, Agri & Sector, Chemicals, New Energies, Catalyst, GKA. These activities cover all Customer levels including Key Accounts and Platinum Customers.

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 4700 professionals: 4500+ in Kraków and 200 in Warsaw.

Our employees represent 59 nationalities and operate in over 20 different languages.

People with disabilities are more than welcome to apply as we provide reasonable accommodations and assistive technologies for people with diverse disabilities.

If you have disability or special need that requires accommodation, please let us know by completing Application form.

Shell Business Operations Krakow becoming the 1st Shell business by number of staff in Europe. We currently provide operations for almost 40 countries, and are a strong European foothold for divers departments as follow:

- Customer Operations

- Contracting & Procurement

- Trading & Supply

- Finance Operations

- HR Operations

- External Relations

- Internal Communications

- Lubricants Supply Chain

- Legal

- Retail

- Technical Asset Operations

- Creative Solutions

Shell Business Operations

Shell is an international energy company with expertise in the exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals global energy company. Around 84,000 employees across more than 70 countries work together to power progress through more and cleaner energy solutions. We use advanced technologies and take an innovative approach to help build a sustainable energy future. We are working to advance disability & enablement, gender balance, culture/ethnicity and LGBT+ inclusion within Shell and the communities where we work.

Shell Business Operations is a key differentiator, delivering competitive advantage for Shell across the world with first-class activities, including simplification, standardization and digitalisation.

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