Customer Excellence Manager - TA

Job Family Group:

Job Description:

As part of the Retail Business Support (RBS) Customer Excellence Team, the Sales Experience Support Manager leads the delivery of a simple, consistent, customer-focused experience that supports retention and income growth. This role ensures 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. The role serves as the primary Fleet Sales collaborator for customer communications, OneTA, marketing coordination, and ABS product changes, and is the main franchise contact for deal updates, freight rate changes, and onboarding. Responsibilities include managing ABS location setup, leading and developing the sales support team, supporting Sales Account Managers, maintaining pricing and customer data in ABS, and administering customer contracts in Salesforce. The role also oversees the Fleet Maintenance Advisor team, including CIR administration, service-recovery data collection, collaboration with Truck Service and HSSE, program oversight, system testing, and S4 rebills. Additional accountabilities include managing departmental software such as Promiles, coordinating team meetings, and maintaining strong knowledge of customers, business segments, and the competitive landscape.

Education

• Bachelor’s Degree, Business, Marketing, Finance, Operational Management (or related)

Experience

• 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
• A proven track record of success in improving customer experience, operations, and business performance
• Experience working with multi-functional interested parties
• Experience with Commercial contract management life cycle

Skills & Competencies

• Strong leadership values, behaviors, and soft skills that care for, inspire, & motivate teams
• Excellent interpersonal and influencing skills; ability to connect at all levels and across the organization.
• Proven record of project management and/or coordination experience. Experience with Azure Dev Ops (ADO) a plus.
• Possess resilience, tenacity and the drive to see things to the end
• Ability to quickly identify issues, articulate solutions and solve complex problems
• Strong comprehension of commercial contracts – and contract life cycle management
• Data driven, with a strong financial and performance foundation.
• Channel of trade and B2B offer knowledge
• Advanced Microsoft Office skills, specifically Excel and PowerPoint.
• Knowledge of Power BI, Tableau and Big Data Analytics a plus.
• Experience with ERP, Order to Cash operations and customer portals

Why join us
At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.
There are many aspects of our employees’ lives that are meaningful, so we offer benefits ( https://exploreyourbenefits.com/landing.html) to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others!
 
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
 

Travel Requirement:

Relocation Assistance:

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Skills:

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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.