Job Type

Full-time
Description
At Shell Energy Solutions, we believe there's a better way to power your business and home.
Aligned with Shell's ambition to be a significant global power business and to become net zero by 2050, our cleaner, affordable, and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also have set out to deliver the best experience to our customers across all channels.
Shell Energy Solutions mission is to deliver cleaner energy solutions for a brighter tomorrow by guiding customers toward a better energy future, enabling customer choice and by providing market-leading energy solutions.
Going above and beyond for our customers is what we're all about and we have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead, and we need to keep moving forward. Are you ready to help us get there?
WHERE YOU FIT IN
CX Sr. Manager is responsible for overseeing the strategy, execution, and management of all aspects related to customer satisfaction for residential and commercial services. Their primary goal is to ensure that customers derive maximum value from the products or services offered by the company, leading to customer retention, loyalty, and advocacy. The Sr. Manager will build and maintain monthly business reviews, customer communication cadence, and reporting metrics. The Sr. Manager will work hand in hand with their team and partner with cross-functional groups to devise innovative solutions, resulting in tangible outcomes measured by Voice of the Customer results, gross margin, customer lifetime value, and reducing cost to serve.
JOB DUTIES & RESPONSIBILITIES (MAIN RESPONSIBILITIES AND DUTIES)

• Analyzes the financial impact of trends and opportunities leveraging business metrics of success and risk such as Cost to Serve, Customer Life Value, and Gross Margin.
• Provide leadership to the management team by fostering a culture of excellence, collaboration, accountability, and elevating teams.
• Drive continuous improvement, innovations, efficiencies, structures, and optimizing existing ones to exceed expectations.
• Monitor and report on relevant market developments and regulatory requirements across markets to internal department heads, with a focus on communications that lead to the development of enhanced internal strategies and policies.
• Maintain close and ongoing relationships with internal customer-facing groups and the back office to effectively respond to customer issues.
• Determine appropriate cadence and forums for sharing Voice of the Customer results with the leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for improvements.
• Responsible for data and performance reporting of all social media platforms, leveraging Sprinklr, Adobe and social media platforms to analyze key performance indicators to identify optimizations, pivots, insights, etc.
• Identify opportunities for social media, advertising and campaign improvements and engage in cross-functional initiatives to drive increased performance.

ESSENTIAL SKILLS AND EXPERIENCE (SKILLS NEEDED TO BE SUCCESSFUL) (EXAMPLES IN ORANGE)
Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.

• Has advanced expertise, typically developed through a combination of job-related training and considerable work experience.
• Works with limited supervision and can assess and resolve complex issues.
• Strong leader with exceptional coaching and development skills.
• Strong interpersonal, analytical and time management skills.
• Ability to multi-task, problem-solve and articulate thoughts and concepts well.
• Intermediate experience in MS Office Suites and MS Excel.
• Inbound/Outbound sales and service experience.
• Experience with technical system implementations and integrations.
• Experience in energy-specific industry preferred.
• Experience in both residential and B2B customer lifecycles preferred.

BENEFITS OF WORKING WITH SHELL ENERGY

• Competitive Compensation
• Health Care - Medical/Dental/Vision/Prescription Drug Coverage
• 401(k) with Company Matching Contributions
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Disability Programs (STD & LTD)
• Employee Basic Term Life Insurance
• Generous Vacation & Company Holidays
• Flexible hybrid working schedule.
• Training and coaching
• Tuition Reimbursement
• Paid Parental Leave
• And much more!

*Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.