Shell Head of Digital Channels in London, United Kingdom
Auto req ID 71952BR
Job Title Head of Digital Channels
Country of Work Location United Kingdom
City, State (if applicable) London
Work Location London - Shell Centre
Shell started operations in the United Kingdom more than 110 years ago. Since then we have grown into a leading innovative oil and gas company that rewards its employees by investing heavily in their careers and learning. Our people are our greatest asset, and our commitment to your career will see you thrive in a work environment that offers an industry-leading development programme. When your ideas travel, Shell will benefit and innovation will thrive. Shell has a key role to play in helping meet the UK’s growing energy demand, whilst using innovative technologies to develop cleaner energy. We are the largest FTSE 100 company in the UK by market capitalisation, and make a significant contribution to the UK economy. As well as processing 35% of the gas coming into the UK, we serve more than four million customers at our filling stations each week. Shell employs some 6,400 skilled staff as well as many contractors.
Where you fit in
Shell is reimagining what it means to be a retailer, enabling customers to have ultimate convenience and quality of service fuelled by digital technology. Personalised, engaging, connected, and simple, we aim to make our customers’ journeys better and more enjoyable through the use of innovative digital products and services.
The global Retail Digital team is looking for an exceptional candidate to head up our Digital Channels team. Responsible for the digital experience on core channels such as the Shell mobile app and Websites, you’ll have the opportunity to shape the next wave of innovation for our customers.
What’s the role?
You’ll be instigating a behavioural and cultural mindset change where everyone is committed to delivering what’s important to the customer – that means bringing out the best in a 12-strong team, inspiring and empowering Product Owners (who’ll ensure consistent UX) and collaborating positively with colleagues in our Loyalty, CRM, IT, and local marketing teams.
Shell has led the category in digital innovation in recent years; it has the #1 most used app amongst its peers and has a history of firsts i.e. first to launch mobile payments in 2015, first to launch in-app ordering in 2016 and first to launch in-car payments in 2017. Our ideal candidate has the highest levels of passion for - and experience in – leading customer experience design, strategic development of digital products and services, and has an exceptional ability to connect with multiple areas of the business. You’ll be challenged with developing the next phase of innovative experiences and solutions through our key digital channels. You’ll get to be part of a high-pace, high-energy and highly innovative, cross-functional team, and you’ll be essential in driving our retail mission forward.
Your responsibilities will include
Lead a talented team of digital marketers and product owners to deliver great customer experiences
Develop and define the 2025 digital channels strategy in collaboration with other Product Owners i.e. Loyalty, mPayments, CRM, B2B, eMobility, Store Retailing, Customer Care, Connected Car, etc and with over 40+ countries.
Grow # of customers using Shell’s digital services
Ensure customer satisfaction of key digital services i.e. ensure 4*+ for the Shell app in all countries
Business lead for the overall digital channels roadmap
What we need from you
Ability to operate in a fast-paced environment with limited information
Critical, creative and strategic thinking capability
Good relationship builder with cross-functional teams and markets
Good understanding of technology and the opportunities they represent
Previous product management/development experience with a good track record of delivery i.e.
experience working in a customer-focused role that works closely with IT or
experience working in an IT role that delivers customer-facing digital experiences with business teams
Ability to clearly articulate issues and create options in collaboration with partners for decision-making in governance forums
Ability to demonstrate business acumen and decision-making
Line management experience
Experience leading a global function / team is advantageous
Shell is a company with shared values. Honesty, integrity, and respect aren't simply a strapline: they are a part of everything we do. What's more, Shell is an equal opportunities company, and we place the highest possible value on the diversity of our people and our inclusive approach.
Join us and you’ll belong to a world where you can feel pride in your achievements and propel your career with global opportunities
We care deeply about fostering a truly diverse workplace. We believe in doing everything we can to make Shell as flexible, appealing and supportive a place for women to work as possible. And we've retained our title as a top employer for women in the Times again in 2016.
We help with things like our formal (and informal) flexible working. Like our global and transparent pay policies backed by a leadership team fully supportive of our diversity ambitions. And we'll help foster your career through our Women's Career Development programme and our extensive Women's Network.
People with an impairment
At Shell, we're all about top talent. End of story. We want to encourage those of you who may face an impairment to regard Shell as a place where you'll be fully supported to grow and develop your career. It's as simple as that.
If you'd like to apply, just let us know about your circumstances. We can support you throughout the process. From application, to interview, to your first day of a rewarding career with us.
Salary: Competitive Market Rate
Closing date for applications: 6 th April 2018.
No. of Positions 1
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Shell is an Equal Opportunity Employer.
Removal Date 06-Apr-2018