Entity:
Customers & Products
Job Family Group:
Marketing Group
Job Description:
The CX Manager (Head of level), will play a critical role in supporting the development of the end-to-end integrated Mobility & Convenience (M&C) customer experience (CX) strategy for customers across B2C, B2B and B2B2C audiences, based on their journey, touchpoints, segmentation and other insights.
You will be responsible for innovating, developing, and managing end to end customer experience strategies to improve customer interactions and enhance engagement. By aligning customer journeys with business objectives, you will drive forward-thinking solutions that deliver value for both the customer and bp.
This role will form part of the newly created global CX team, within the global Marketing Network of Excellence (NoE).
Please note this role can be based out of Sunbury, UK or Madrid, Spain.
What you will deliver
* Prioritise relevant customer archetypes/segments across B2C, B2B and B2B2C, in partnership with the Intelligence & Insights NoE and qualify future growth opportunities to guide strategy and investment across markets.
* Champion the execution of the CX vision and comprehensive customer experience strategies (across end-to-end touchpoints and spanning product, offer and comms), journey mapping, and issues resolution for prioritised customer archetypes, based on customer data-driven insights, working closely with priority local markets.
* Lead implementation squads, responsible for prototyping experiences and ensuring they can be operationalised e.g. leading pilots.
* Responsible for business case formulation, to support recommendations and gain budget and resource support. Including management and tracking, post-approval. Provide input into budget planning and manage budgets for specific activities to ensure financial efficiency.
* In partnership with local market teams, lead the delivery of end-to-end customer experiences that span fuels, convenience, and EV solutions to drive business differentiation and customer loyalty.
* Manage a prioritised, validated backlog of CX initiatives ensuring customer needs are addressed in alignment with business priorities, including surfacing the need for new technology and digital solutions and identifying and managing action plans to resolve issues.
* Help to define and track customer metrics and critical metircs while ensuring the commercial impact of CX initiatives, including new revenue streams and lifecycle management.
* Manage the Voice of the Customer action framework. Providing a single view of customer feedback across all channels and touchpoints.
* Review and recommend innovative ways and tools to better enable VoC capture, analysis and management across M&C. Promote business-wide ownership monitored through recommendations and the tracking of adopted-actions, measuring impact against defined critical metrics.
* Create a weekly, monthly, quarterly and annual template which can be adopted at market level, as well as generating and managing it at M&C level.
* Identify and make strategic recommendations to the CX framework and innovation pipeline.
* Work collaboratively with the Intelligence & Insights NoE and the Hub to develop and optimise ways to capture feedback, better utilise budget spend and improve supplier management. Supervising data collection and analysis, to inform and optimise customer journeys, enabling enhanced decision-making.
* Responsible for ensuring the M&C Marketing NoE consistently achieves important metrics of maximising MROI, improving brand health, increasing volume and profitability, and enhancing CLV.
* Help to make sure all other teams’ activities align with the integrated CX strategy to eliminate duplication and create consistency across global and local markets.
What you will need to be successful
* 7+ years’ experience in customer experience design, planning and delivery, preferably within a multi-national matrix organisation, with B2C and B2B elements.
* Expertise in customer segmentation, journey mapping, customer insights, and data analysis.
* Proven ability to implement customer-centric strategies that deliver measurable business results.
* Awareness of the new advances, trends and latest methodologies in the industry, including digital experiences and agile ways of working.
* Commercially driven and able to understand business financials and apply insights to identify commercial opportunities for both short and long term.
* Good leadership skills and strong collaborator management, with a track record of driving alignment across cross-functional and geographically diverse teams.
* Excellent communication skills, fostering a culture of collaboration and innovation.
* Strong project management skills combined with a customer-obsessed approach that consistently prioritises the customer while delivering long-term business impact.
* Confirmed retail expertise within a B2C and B2B environment, fuel experience desirable.
Why join us?
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.
Reinvent your career as you help our business meet the challenges of the future. Apply now!
Travel Requirement
Up to 10% 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:
Advocacy, Brand Management, Commercial Acumen, Customer Segmentation, Generating customer insights, Listening, Offer and product knowledge, Offer Development, Sector, market, customer and competitor understanding, Translating strategy into plans
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.