Cairo, Egypt
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Job Description:
Job Description: Customer Success Lead
As a Customer Success Lead, you will be responsible for the leadership, performance, and management of a team of 12 Customer Success Specialists. Your team will support Business to Business, Warehouse Distributors, Indirect Customers, and Retail with the best offer of innovative solutions. You will develop and empower staff, recruit talent, communicate performance status to leaders, and manage key business partners’ relationships.
Key Responsibilities:
Team Leadership and Management: Lead and manage a team of 12 Customer Success Specialists. Provide leadership support and coaching to the team, including regular one-on-ones, performance coaching, goal setting, and ensuring proper training.
Escalation Handling: Handle escalation calls from stakeholders and business partners.
Recruitment and Resourcing: Manage daily team resourcing, recruitment, and selection of new Customer Success Specialists.
Project Management: Lead a group of individuals in creating projects crucial to the business, emphasizing the importance of a “Continuous Improvement” perspective.
Performance Management: Ensure the team meets all defined goals. Equip the team with the knowledge, skills, and support needed to perform effectively.
People Development: Foster growth within the team, incorporating business knowledge and aligning development plans.
Customer Experience: Champion a customer 1st culture and the behaviors required to deliver an exceptional customer experience.
Compliance: Ensure the team acts within compliance regulations and adheres to all tax, legal, and fiscal regulations for the company.
Continuous Improvement: Use Continuous Improvement tools such as visual management, leader standard work, and the versatility matrix to support daily operations management.
Stakeholder Relationships: Build strong relationships with stakeholders and support teams for flawless day-to-day activities. Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively.
Leadership Support: Support the Leadership Team in executing programs to uphold strong people engagement and development within the Customer Operations Community.
Additional Responsibilities: Perform any other requirements that the business may consider necessary.
Qualifications:
Bachelor’s degree preferred (Business/Finance related major) or equivalent experience.
Previous experience in customer service or operations, with a strong customer service ethic and the ability to understand, meet, and champion the customer’s needs while staying within the policies and procedures of Shell.
Experience in managing a team.
Proficiency in English.
Experience with Microsoft Office and GSAP.
Skills in data analytics and insights.
Demonstrated continuous improvement (CI) mindset.
Strong communication and relationship-building skills.
Openness to feedback and performance improvement opportunities.
Understanding of the value chain.
Commercial and economic acumen.
Experience in contract management.
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