Customer Experience Activation Manager

PangbourneSouth East
24 Nov 2016
31 Jan 2017
Oil and Gas
Contract Type
Full Time
Role synopsis
The main purpose of this role is to support delivery of the overall Customer Experience strategic agenda - 'Delivering sales experiences and service that make us consistently easy to do business with, delighting our customer at the moments that matter, to drive loyalty, growth and advocacy with existing and future customers and partners.'

Within this area the jobholder will support the development & deployment of programs, concepts, processes & tools, while building and embedding the appropriate capabilities and behaviours required to improve the overall customer experience.

An essential part of the role will be to focus on the continued implementation and continuous improvement of the Customer Charter - the promise we make to our customers. This involves identifying opportunities for improvement, developing frameworks and propositions that are needed and leading project teams to deliver the outcome.

Key accountabilities
  • Capture insights and issues across regions that impact the Customer Charter and develop an opportunity pipeline for improvement in line with overall customer experience program.
  • Generate and embed Customer Heartbeat /Voice of customer insights into the Customer Charter and overall CX agenda
  • Management of timely updates to the Charter based on decisions derived from insights and issues.
  • Recommend and develop tools, frameworks and communication approaches required to drive the activation and continuous improvement of the Customer Charter
  • Drive the activation of Customer Charter and other CX projects working in collaboration with OUs and CX Network
  • Support the development of key OU enabler projects in conjunction with relevant functions within Lubricants
  • Develop and execute measurement programs to monitor Customer Experience Activation and the rollout of the Customer Charter, inclusive of customer charter scorecard and tracking system to monitor overall performance
  • Contribute to the overall CX agenda by leading the development of additional CX projects
  • Lead and own the communications program for Customer Experience team

Key challenges faced on the role
  • Establishing close working relationships and consistent engagement with the senior marketing leaders and the Customer Experience Network. Additionally the role interfaces with senior leaders in digital, IT&S, global supply chain, operational excellence, insights, OU activation teams, amongst others.
  • Clearly communicating the key programme messages to ensure buy-in with various stakeholders within the Business / Regions.
  • Often ambiguous and an evolving environment with multiple different stakeholder expectations and demands.
  • The implementation of new marketing tools and techniques within an established sales and marketing team.

Essential Education
Business / Marketing degree or equivalent experience.

Essential experience and job requirements

Essential experience and job requirements:
  • Experience in marketing, including marketing and/or customer operations
  • Good networking and influencing skills
  • Awareness of BP Lubricants' business and markets
  • Experience in leading marketing, sales and change programmes
  • Experience in developing value propositions and understanding of brand management
  • An ability to work within a local and global team
  • Project management experience would be desirable

Other Requirements (e.g. Travel, Location)

Desirable criteria & qualifications
Expertise in Customer Experience and/or Customer Service highly desirable

Relocation available

Travel required
Yes - up to 10%

Is this a part time position?

About BP
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.

The Downstream Segment is responsible for the supply and trading, refining, marketing and transportation of crude oil and petroleum products to wholesale and retail customers. We market our products in over 100 countries, operating primarily in Asia, Europe and North America but also in Australia, Africa and Central and South America.


Closing Date
[ "30-Jan-2017" ]