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Customer Excellence Specialist - India

Customer Excellence Specialist - India

  • Location India - Mumbai
  • Travel required Up to 10% travel should be expected with this role
  • Job category Business Support Group
  • Relocation available This role is eligible for relocation within country
  • Job type Professionals
  • Job code RQ067422
  • Experience level Intermediate
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Job summary


Customers & Products

Job Family Group:

Business Support Group

Job Summary:

Grade H

Responsible for providing customer service support to help to ensure maximum customer satisfaction, providing a communicative link between our products/services and our customers and maintaining an accurate understanding of the customer's needs and expectations.

Job Description:

Role synopsis

  • Supporting the Castrol India B2C Sales team as the business tag for the customer excellence team.

  • Drive continuous improvement initiatives in Route to Market deployment and see opportunities for entrepreneurial change.

  • Drive digital products relevant for Sales processes like Salesforce, Offer Tool, Castrol SMART etc.

  • Responsible for leading the delivery of a simple, consistent and connected customer experience as a critical component of overall customer strategy, ensuring the customer value proposition is applied appropriately, creating loyalty and positively impacting customer retention and income generation.

  • Support the Customer Excellence Manager in the development and operationalization of the O2C framework and the Lead to Contract framework, across all functions (Sales, GBS, Supply chain, Marketing and Finance)

Key Accountabilities

  • Work closely with the Customer Excellence Manager  to develop the Customer Value Proposition and an opportunity pipeline of projects which evolve the customer experience to improve customer loyalty

  • Deliver customer experience initiatives to markets in line with agreed prioritisation through modern technologies and achieve KPI and channel targets through optimising data-driven, multi-channel journeys for customers

  • Developing and documenting sales / business operational processes, standard methodology and tools to enable continuous improvement. (lead to contract, Order to Cash, Customer Service Agreement, Key Account Management planning, Prospecting & Pipeline management, Complaint management)

  • Sales Incentive Plan (SIP) recommendation on plan elements and alignment; highlight performance, concerns and prompt the discussion on interventions needed

  • Supports the coordination with the managed seller solution (Sales Execution Agency) and all related activities

  • Deliver usable insight into the business to inform and shape decisions and service delivery

  • Develops with the businesses, a customer insight strategy and measurement framework that will measure our current customer experience state and provide a platform to identify future customer needs

  • Find opportunities for creating new Route to Market and continuous improvement on exsiting RTM

  • Drives a strong customer service culture across the sales teams, improving customer heartbeat and service performance, and implementing business customer policies

  • Promotes the use of behavioural insights, analytics and study of leading practice to test, learn and scale customer service activities to drive improvements in the customer experience in an agile and responsive way

  • Identify digital enablement opportunities and lead delivery for assigned products/work closely with relevant product owners for delivery

  • Drive key cross functional projects that support delivery of organizational in-year priorities

  • Drive & monitor the use of digital products deployed in the channel and generate insights

Education and Experience – Graduate with Masters  (MBA) will preferred


  • Business experience (In B2C business, related industries or sectors) - across sales, marketing and operations

  • Sales Experience (In distributor led business, in related industries or sectors)

  • Experience of working in a matrix organisation

  • Operational experience of the O2C( order to cash)  and L2C (lead to contract) process desirable

Skills & Competencies

  • Sector, market, customer & competitor understanding - Mastery

  • Delivers and effortless customer experience – Mastery

  • Using operational tools to improve customer experience – Mastery

  • Customer value proposition development and engagement - Mastery

  • Customer relationship management – Skilful

  • Customer promise execution – Skilful

Travel Requirement

Up to 10% travel should be expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is not available for remote working


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

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with disabilities may request a reasonable accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.).  If you would like to request an accommodation related to the recruitment process, please contact us to request accommodations.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy.  This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

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