Current Jobs at Shell Petroleum Development Company (SPDC)

What’s the role?

• Design future ready loyalty strategy and builds the roadmap to implement the next generation of loyalty, integrating with CRM and anchored on customers insights.
• Deliver Loyalty & CRM strategies are integrated with Fuels, EV, NFR and Payments to ensure profit maximization across these key areas.
• Manage V+ customer and marketing insights that inform the marketing strategy and increase V+ membership base and conversion of targets.
• Supporting Marketing Manager and Pricing & eMobility Manager with annual marketing planning and target setting
• Custodian for the Local Loyalty Offer Book. Capture and review overall new and existing business demands for Loyalty, develop CVP recommendations, underpinned by data and solid business case. Ensures existing CVPs are utilized and delivers value.
• Leads the development of Customer Lifetime value modeling.
• Leads appraisal and reviews through marketing planning, ongoing cadence and QBR’s for Loyalty/CRM to accelerate market performance.
• Defines the strategy for partnerships across Payments Loyalty/CRM, specifically what role do partnerships play in helping to grow Total Active Contactable (TAC)
• Achieves accountabilities through influencing without authority and being adept at dealing with conflicting priorities/agenda.
• Manages two (2) direct reports, CRM & Innovations Specialist and Payments & Loyalty Advisor works closely with them to drive maximum impact from existing CVPs, shares best practice, assess processes, and implement proven improvements within markets.
• Manages complex external relationships (including agency partners) and internal stakeholders across the organization, including SVP/RVPs of Marketing, GMs (Global and Markets), Country Marketing Managers, Country Paylo/CRM Managers, and wider Marketing & Business teams.
• To deliver loyalty rewards and ensure improved cash rewards usage.
• To develop V+ marketing budget and deliver on the financial plan.
• To ensure and oversee the quality of information in the V+ database and workflow ensuring accurate information and timeous delivery of V+ cards to customers.
• To ensure knowledge and compliance of V+ policies and procedures across all levels of the organisation, its partners, and suppliers inclusive of the competition process and the compliance to competition legal requirements, across marketing channels
• Deliver on FinTec eco system, new payment models and customer insights.
• Evaluate and execute innovation payment models and technology to increase customer experience and drive value.

What We Need from You?

• The role requires a seasoned Loyalty and Payments & CRM SME who has vision and truly champions customer centricity. You will be passionate about the customer experience online and offline and building brand advocacy and market share.
• You will understand the importance of data and data-driven decisions and have a strong understanding of POPIA regulations, legislative and fiscal requirements including PASA legal and regulatory framework is adhered to whilst driving decision-making through loyalty offers and for the CRM contact strategy.
• Education and quality Degree in Commerce field (master’s advantageous)
• Minimum 10+ years in related experience; management of loyalty and CRM programs
• Proven track record and experience in Loyalty & CRM program strategy/management, preferably in retail. Marketing Operations knowledge is an advantage.
• Proficiency in CRM software and analytical tools is an advantage.
• Mastery in Brand Management and developing and successfully executing customer value propositions.
• Strong financial and commercial acumen to effectively analyze data and develop business case models.
• Strategic thought leadership, plus proven ability to manage and influence decision making of key stakeholders across all levels, many of whom may not have the same level of subject matter.
• Ability to build shared vision, manage and influence stakeholders across all levels. This includes excellent communication skills, presenting in a clear and concise manner.
• Experienced in writing and defining user stories and leveraging marketing tools and techniques to deliver value.
• Experienced in leveraging data and analytics to assist with decision-making and prioritization.

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What’s the role?

• The CRM & Innovations Specialist is mainly responsible for the digital CRM program of Shell Mobility South Africa. This individual preferably has experience in (digital) marketing communications and personal online targeting.
• He/she develops digital content for Shell’s Loyalty V+ Program, Shell App and assists the Paylo & CRM Manager in implementing wider marketing activities across digital channels, including social media.
• Manage the capability roadmap and track delivery of new features and innovative products within the Shell digital channel eco-systems.
• To manage the CRM channel effectively, this role needs to take an analytical approach to measure & optimizing CRM communications continuously, thereby assisting the Mobility roadmap in moving to personalized and targeted customer content & offers, mainly under the umbrella of the V+ program. In doing so, this person needs to independently work with creative agencies and with loyalty Partners to professionalize this channel.
• Furthermore, the CRM Specialist needs to work closely with the Brand & CVP team to develop the integrated communications plan, and to translate marketing campaigns into relevant content for the CRM channels.  
• Finally, the CRM Specialist is responsible for excellent customer experience in the V+ program. For that matter, the CRM Specialist is responsible for the CRM platform and supporting the development and delivery of an integrated marketing plan that delivers strong returns on investment and supports the business.
• Drive the design of key customer journeys linked to the CRM lifecycle. 
• Set customer objectives at various levels based on informed insights.
• Draft analytical briefs required to inform the CRM strategy with sound customer insights backed by data.
• Responsible for implementing inspiring Shell Mobility content across digital channels and executing communications on time, within budget, and according to the Mobility content calendar. For this purpose, the CRM Specialist needs to have good project management skills and understand Mobility’s wider CVP’s and brand positioning.
• Develop exciting and innovative digital communications activities with our agency partners to create a strong impact and deliver against our loyalty objectives of moving to personal, relevant, and 1 to 1 customer comms and offers.
• Support the Marketing Campaigns Leads with implementing an integrated marketing calendar and identify ongoing cost and ROI improvement opportunities via robust analytics and appraisal of our CRM communications. Identify and eliminate ineffective and unnecessary communications content, routines, and processes by applying Continuous Improvement methods and mindset.

What We Need from You?

• Have 4-5 years of relevant working experience managing CRM within retail. Experience in the field of loyalty is a plus.
• 2+ years working in email / CRM marketing with a focus on promotions, loyalty, retention, and optimization
• 2+ years of segmentation experience, specifically in a retail environment
• Experience in running A/B tests for campaigns and deriving customer insights.
• Have a degree in marketing, communication, or commercial studies.
• High-level understanding of customer data, CRM journey design, campaign measurement, and overall campaign performance insights & analytics
• In-depth understanding of Customer Lifecycle Management and 1:1 personalization
• Experience in performance tracking across channels to measure the full effectiveness of omnichannel campaign,
• Previous retail, loyalty, and rewards experience in a similar role essential
• Experience with Multichannel Marketing Deployment Platforms advantageous – specifically the concepts of journeys and complex workflows.
• This role is suited to a passionate media user with a creative streak and a passion for posting engaging ’bite-size’ communications and a strong urge to interact with the general public in a playful and informal yet respectful manner. Evidence of these traits will be important considerations.
• He/she needs to quickly build a solid knowledge base in digital communication activities, marketing analytics and Loyalty. This is a high-octane role which needs a very organized and efficient individual to ensure the proactive and reactive elements get addressed and managing time allocation between activities will be critical.
• In addition to the specific competence areas below, the successful candidate will need to be an effective collaborator both within Shell and across creative agencies and have strong capabilities in project delivery.
• The ability to communicate clearly, feel for strong customer communications and analytical approach to measure comms effectiveness is required.

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What’s the role?

The Role of a Territory Manager (TM) As a TM you will manage a territory within a defined geography, on average the territory will consist of  30-35 service stations. The TM is accountable for maximising value & profit for Shell and delivering the agreed business plans of:

• Targeted Fuel volume in litres
•  Targeted Fuel C4 margin 
•  Driving premium fuel volume penetration of 75%
• Non-Fuel Retail (NFR) turnover and proceeds of 50%
• The TM will have a detailed understanding of the relevant contracts (FA & RSA) and ensure that the Independent Retailers are actively managed, using the correct governance, to deliver strong commercial results, achieving or overachieving the joint business plan including:
• Fuel Volume, Convenience Retail sales & Lubricant Sales targets
• HSSE targets including Shell Life Saving Rules, Site Safety and Food Handling / Food Safety
• Customer Measures of Treated Like a Guest (TLAG), Voice of the Customer and Site Essentials
• Brand Standards, including the Brand Essentials

What we need from you?

• A bachelor’s degree in Marketing, Sales or an equivalent
• At least 5 years of relevant experience in an Oil and Gas or FMCG industry
• Must have a valid South African  Driver’s License
• Skills in the following: Contract management, Leadership and people skills, Driving profit, Commercial acumen, Negotiating skills, Indirect channel management (ideally in a retail environment), Customer Value Proposition (CVP) implementation, Partner Value Proposition (PVP) implementation, Performance management, Collaboration
• Commercial acumen and the ability to translate data into clear insights, being able to conduct in-depth commercial discussions with a Retailer using data and insights to gain commitment for action
• Performance driven, you need to be driven to succeed. Your ability to take direction and translate that into commercial discussions with the Retailer/Dealer, is essential
• Relationship management and people skills, these will allow you deliver success through others
• Ability to effectively manage priorities, in any given period you will be involved in many activities and the ability to prioritise and deliver is key
• Channel management, the relationship with the end customer is conducted through the Retailer/Dealer so an understanding of the legal framework is vital
• Strong negotiating skills, ensuring that negotiations are strong and fair & that the outcome delivers bottom line results for Shell
• Coaching experience, the ability to coach the Retailer/Dealer to deliver the mutual business plan and drive for growth
• Performance and contract management skills, recognising good performance and addressing any gaps in performance swiftly to ensure delivery of goals is completed, using the contract to remind both parties of the commitments
• Stakeholder management skills, manage a wide variety of internal and external stakeholders at all levels of seniority.