JOB DESCRIPTION:

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.
About the opportunity:
The role holder assumes operational responsibility for the sales enablement in the execution of sales support activities in the market that enable operational delivery of key customer management processes end-to-end (Lead to Contract, Order-to-Cash, Aftersales, Customer Service Offer), for all applicable market sales channels (workshops, industrial, retail, e-commerce, bikes, FF, CV).
This role works closely with the market Lead-to-Contract Specialists to enable a smooth end-to-end customer journey and enhance our customer experience.

KEY ACCOUNTABILITIES

Manage the effective integration of cross-functional activities which impact our ability to provide a high quality customer experience to our customers, improving sales force effectiveness and efficiency, enabling an efficient cross-functional interface between sales, customer service, supply chain and the customer.
Provide comprehensive support to the front-line market sales team, engaging regularly with sales managers and customers to deliver our customer service offer
Responsible for developing local customer service offers in line with our global/regional customer service offer frameworks, including leading the coordination and implementation of global/regional service offer frameworks in the market
Digital projects implementation coordination in markets (e.g. Castrol Shop, Business Networks, EDI, Circularity, etc), including coordination of any other business / customer projects implementations activities in clusters/markets
Customer communications execution in the market
Support tender/offer preparation for new customers and customer renewals for the market
Support any internal/external audits relevant as to ensure safe, reliable and compliant operations

GBS CUSTOMER RELATIONSHIP ACCOUNTABILITIES

GBS performance management (SLAs) for the market
Performance tracking of customer management KPIs relevant to the market, as defined by the business on an annual basis
Managing escalations for complex customer issues raised via Sales/ GBS Customer teams

CONTINUOUS IMPROVEMENT ACCOUNTABILITIES

Identify and implement continuous improvement initiatives in the market, in line with the global/regional frameworks and processes
Seek and drive automation opportunities in the area of customer management activities to improve efficiency and reduce workload

EDUCATION

University degree or equivalent experience desirable

EXPERIENCE

Operational business experience, ideally in B2B and B2C businesses.
Experience in Sales and Customer management is desirable

SKILLS:

Good understanding of the Lead to Cash process and systems
Good understanding of our digital tools and systems, (eg SAP, Salesforce, Castrol Shop, etc.)
Relevant language skills as applicable for the market
Fluent in English is essential for internal and external communication
Fluent in French is essential to support customer operations and stakeholder engagement in France and French-speaking regions.
Excellent interpersonal skills for effective internal and external interactions
Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

SKILLS:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Value Proposition, Digital Fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Please refer the Job description for details