Customer Excellence Manager

• Lead the delivery of a simple, consistent, customer-focused experience that supports retention and income growth
• Ensure key operational processes are fit for purpose, consistently applied, well documented, and managed in line with bp’s legal and financial requirements to minimize risk
• Serve as the primary Fleet Sales collaborator for customer communications, OneTA, marketing coordination, and ABS product changes
• Manage ABS location setup, lead and develop the sales support team, support Sales Account Managers
• Administer customer contracts in Salesforce and maintain pricing and customer data in ABS
• Oversee the Fleet Maintenance Advisor team including administration of service recovery data collection and program oversight
• Manage departmental software such as Promiles, coordinate team meetings, and maintain strong knowledge of customers, business segments, and competitive landscape

• Bachelor’s Degree, Business, Marketing, Finance, Operational Management (or related)
• Minimum 10+ years of experience in leading a team in Customer/Sales Operations, Customer Service, and Business Operations
• Salesforce – 2+ years of experience
• Experience with performance management and visualization tools i.e. Power BI
• Substantial customer engagement, order 2 cash knowledge and business operational experience in B2B AND B2C
• Experience with leading large programs and initiatives to successful outcomes
• Strong commercial, financial and sales competence
• Strong application, knowledge, and experience in Digital and System advancements and transformations programs
• Experience working with multi-functional interested parties
• Experience with Commercial contract management life cycle

Demonstrates expertise in Customer and Sales Operations, with a strong focus on team leadership, operational management, and customer engagement strategies. Proficient in Salesforce and performance management tools, ensuring effective contract management and business operations in both B2B and B2C environments.

• Salesforce Experience
• Customer Engagement
• Performance Management
• Team Leadership
• Commercial Contract Management

• Customer Service
• Business Operations
• Order To Cash Knowledge
• Digital Advancements
• System Transformations
• Operational Management
• Sales Competence
• Financial Competence
• Program Management
• Data Collection

• Customer-Focused
• Collaboration
• Communication
• Leadership
• Team Development

• Bachelor’s Degree

• B2B
• B2C
• Fleet Sales
• Service Recovery
• Operational Processes

• Salesforce
• Power BI
• Promiles
• ABS
• OneTA