Job Description

Job summary

Entity:

Customers & Products

Job Family Group:

Business Support Group

:

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 & Competencies

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

Competencies:

Internal Functional Navigation in service of the customer - Skilful
Deliver an effortless customer experience - Skilful
Customer Promise Execution - Skilful
Using Operational Tools to drive customer experience - Skilful
Customer Relationship Management - Skilful
Offer & Product knowledge (Strong understanding of our Customer & Product Portfolio) - Skilful

Why join our team?

At bp, we provide an

excellent working environment and employee benefits

such as an open and inclusive culture, a great work-life balance, tremendous learning and development opportunities to craft your career path, life and health insurance, medical care package and many others.



We support our people to learn and grow in a diverse and exciting environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly.



There are many aspects of our employees' lives that are significant, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, collaboration spaces in a modern office environment, and others benefits.



Apply now!

Travel Requirement

Up to 25% 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:

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, 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.