CRM & Loyalty Manager
Core
Drive CRM and loyalty strategy to enhance the customer journey, grow loyalty through digital platforms, and create value with third-party partners for Shell's Fuels, EV, and Convenience Retail teams.
Role type
Senior CRM & Loyalty Manager
Builds
Digital promotions, loyalty initiatives, and end-to-end customer communication strategies
Domain
Energy retail, EV charging, and convenience services
Deliverable
product features
Required skills
CRM strategy, loyalty program management, partnership development, data analysis, digital promotion design, stakeholder management, project management
Preferred skills
Marketing communications, B2B customer lifecycle management, payment journey optimization
Technologies
MS Word, Excel, PowerPoint, digital platforms (Shell GO+, Shell Recharge)
Responsibilities
Monitor market trends and competitor activity to shape CRM strategy; Lead and coach CRM specialists and data analysts; Develop CRM and loyalty initiatives to achieve KPIs; Design and deliver end-to-end digital promotions; Partner with MarComm for segment-based communication strategies; Identify and maximize partnership value with malls and banks; Enhance on-site payment journey by managing relationships with payment partners; Support procurement and contracting by coordinating with Legal and Procurement teams
Seniority
Senior, experienced professional