Job summary
Entity:
Customers & Products
Job Family Group:
Business Support Group
Job Description:
bp is reimagining energy for people and our planet. We provide heat, light and mobility to customers worldwide. We’re fundamentally transforming what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too –
working across our industry to improve people’s lives. It’s crucial to us that the differences we see in the world around us are reflected in our workplace. Who you are is what counts, not where you’re from or how you live your life. A culture that values everyone benefits all of us. That’s why, to help our people thrive, we nurture a truly diverse and inclusive environment.
Castrol is one of brands in bp’s portfolio. Our lubricants for automobiles and motorbikes are trusted for their high performance and quality by manufacturers, drivers and riders. Castrol also makes lubricants for many other applications on land, sea and in the air.
We acquired Castrol in 2002 and have maintained the brand’s commitment to specialization, innovation and collaboration. Today, Castrol products are sold in more than 150 countries and Castrol is the preferred lubricants partner for Renault, Volvo, Komatsu and many other businesses.
Castrol is helping to drive sustainability: our new strategy sets out aims for 2030 to save waste, reduce carbon and improve lives.
Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?
Join our Team and advance your career as a Sales & Customer Operations Lead - Nordics & CEE.
The role is asigned to Castrol organization, part of Customers & Products entity.
Our new Sales & Customer Operations lead will be responsible for leading, coaching and motivate the market operations team to deliver all 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).
In this role You will:
- 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 market sales leadership team, engaging regularly with sales managers and customers to deliver our customer service offer
- Lead the development of 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
- Lead the 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
- Lead the customer communications execution in the market
- Work with the digital operations and data team to develop and utilise robust analytics and MI to supervise contract performance and compliance. Use outputs to recommend interventions and actions for the sales teams in the markets
- Lead the implementation of the contract management framework in the market
- Support tender/offer preparation for new customers and customer renewals
- 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
- Handling user problems 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
- Delegates work appropriately and ensures that the right people and resources are available to deliver work/ on customer related projects. Provides the team with a clear direction and defines standards of performance expected; Monitors performance and provide timely and constructive feedback to enable team development; Motivates and empowers others to achieve goals and provides others with coaching and development opportunities.
- Acts as business integrator for the channel/market leadership team.
What You will need to be successful:
- University degree in related subject area or equivalent professional experience
- Customer facing experience (sales, customer service, marketing, operations)
- Operational experience of the L2C and O2C process
- Proven track record of performance delivery and process / continuous improvement through influencing and coaching others
- Fluency in English is essencial and additional European language knowledge could be a plus
- Customer Centric way of thinking
- Internal functional navigation in support of customer
- Delivers an effortless customer experience
- Customer promise execution
At bp, we provide the following environment & benefits to you:
- A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the attitude of giving back to our environment are highly valued
- Possibility to join our social communities and networks
- Learning opportunities and other development opportunities to craft your career path, including access to LinkedIn Learning, Coursera and GetAbstract
- Life and health insurance, medical care package, Employee Assistance Program with psychological and legal support
- Additional days off
- Equity matching program
- And many other benefits
Please read the content of the following Internal Reporting Procedure. Reading it signifies confirmation of familiarity with the content of the document. / Proszę przeczytać poniższą „Procedurę zgłoszeń wewnętrznych”. Przeczytanie jej oznacza potwierdzenie zapoznania się z treścią document. BPESE_Procedura_zgłoszeń_wewnętrznych_2024_PL_EN.pdf
Travel Requirement
Up to 10% travel should be expected with this role
Relocation Assistance:
This role is not eligible for relocation
Remote Type:
This position is a hybrid of office/remote working
Skills:
Channel Management, Customer promise execution, Customer Segmentation, Customer Service Design, Delivers an effortless customer experience, Demand Management, Digital fluency, Internal alignment, Negotiating value, Offer and product knowledge, Operational pricing, Sales forecasting/demand planning, Sector, market, customer and competitor understanding, Using insights dashboards
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, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/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 adjustment/accommodation related to the recruitment process, please contact us.
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.