Value Proposition Manager Retail Operations at Puma Energy

Main Purpose:

• To ensure that the regions and countries are in shape to offer best in class propositions to dealers and customers

Develops And Guides The Implementation Of The

• Community Village business units models
• Dealer Value Proposition
• Customer Service proposition (including loyalty)
• To role model the Puma Energy core values and ways of working.Knowledge Skills and Abilities, Key Responsibilities:
• Gains and understands customer insights for the Community Village model in each of the station market segments, eg: City Centre, Neighborhoods, Transient Routes etc.I.e.: “What” business units and services will need to be included in the Puma stations to enable best in class operating and competitive advantage.
• Identifies, understands and communicates the components and requirements for each of the Community Village business units – e.g. size requirement, offer, competitive advantage elements. I.e.: “How” to implement and put the Community Village together.
• Accountable for the station of the future program.
• To act as the point of contact for the Retail department for all new emerging trends, concepts and innovations which will drive the business model in the future.
• Understand and develop the fuel category market requirements, to ensure that all of Puma’s global markets have the appropriate fuel offer to meet their customer needs. Communicates these requirements to the fuel supply chain team.
• Develops the generic commercial terms and conditions which formulate the basis of the sustainable win-win Puma Energy / Dealer relationships. These will be set up for each of the MOSO’s (method of station operation). Guides and steers the implementation with the Regional and Country teams ensuring a consistent approach (GLOCAL).
• Sets the global requirements for dealer talent and capability. Works with Regional teams to ensure a consistent application of these standards in each of the countries and each of the station market segments.
• Work closely with Corporate Affairs and Marketing colleagues to gain insights into B2B and B2C customer requirements to ensure the marketing proposition meets customer needs, e.g. loyalty program and promotional activity. To be confident that plans are in place to drive customers to come back buy more and tell others.
• Develop and steer the implementation of the retail customer service program, guiding how Puma Energy engage B2B (dealers) and B2C (consumers). Work together with the Global Training department to ensure the proposition is fit for purpose and can be easily implemented by all teams.

Mandatory Education

Key Relationships and Department Overview:

• Bachelor’s Degree or equivalent.

Experience

• At least 6 years working experience in customer service environment (B2B and B2C), time spent within the fuel industry is a advantage.
• At least 3 years management experience.
• Experience and understanding of customer loyalty strategy.

Skills

• English language.
• High level of commercial and financial acumen.
• High level of proficiency with MS Office.
• Marketing skills.

Competencies

• Customer focus.
• Analytical ability.
• Judgement.
• Problem-solving and decision making .
• Planning and organizing.
• Communicate with clarity (Internally & externally. Written & oral).
• Collaborating with others.
• Relationship management internal and external.
• Results driven.
• Ability to manage multiple projects.
• Managing ambiguity.
• Embracing change and transformation.
• Innovative.

Values

• Customer Focus.
• Collaboration.
• Lead by Example.
• Agility.