1. Customer Ambassador (m/f) Downstream Future Leaders Program
Role Title
Customer Ambassador
Reporting to
Business Area
Fuels Europe & Southern Africa
Downstream Distinctive Capability
Sales, Marketing & Retail
Role Level
Location & expected travel
Krakow, Poland (30% travel)
BFHR contact for this role
Direct Reports? No
Role in context of Future Leaders Program
This role is part of the Future Leaders Program, which aims to attract and develop individuals external to BP with diverse experiences and leadership capability to bolster the Downstream distinctive capability leadership pipelines. The program consists of 2x24 months rotations within a distinctive capability area, and will include targeted leadership development and capability building. This role is the first of two rotations in the <insert distinctive capability>
Role Purpose
The role supports our ambitions to transform BP in to a truly customer centric business as part of our retail growth plans. The purpose of this role is to work cross functionally to implement the tools needed to embed a customer focused culture and once available to embed use of these tools and this new way of thinking across the business in a systematic manner.
Team membership
The Customer Ambassador (m(f) is a member of the Retail Operations Team in Poland.
The team has accountability for design and execution of best in class operations procedures and processes at the Site level to meet customer needs. The team’s aspiration is to put customer in the heart of our business by ensuring excellent customer service and consistent execution of all of our processes and standards.
Specific Role Description
Insert the key responsibilities and activities to be undertaken by this incumbent:
Roll out Customer Promise program – be the customer’s voice - incl. developing the project plan
Drive cultural change initiatives together with the Centre of Excellence Brand & Communication
Develop the communication and engagement strategy for the program
Monitor progress of the program against milestones and customer KPIs, identify risks and issues
Ensure proper embedding and sustainability;
Lead the roll out to ensure that all key stakeholders are kept informed of the key strategic milestones and decisions within the activity.
Share and include learnings from other countries.
Leadership skills and technical competencies
(aligned to a Distinctive capability)
Leadership Expectations and behaviours
Maximizing value: Take ownership to create enduring value through identification and delivery of opportunities.
Build enduring capability: Take ownership of career and be open to and act upon feedback.
Energize people: Create trust based relationships and connections across BP, seek to always understand and listen to others to successfully influence
Lead though our values: Role model BP’s V&Bs through all actions and decisions.
Core attributes:
Achievement: Passionate about making a difference and makes things happen, results focused and resilient.
Relationships: Develops trust based relationships, vertically and horizontally for the benefit of the organization not their personal agenda.
Judgement: Ability to think broadly and deeply, manage the big picture detail to make sustainable ‘one team’ decisions.
Learning Agility: Quickly assimilates and applies new learning and quickly reaches exceptional performance in new and different situations.
Technical competencies
Good project management skills
Highly customer responsive and strong customer focus
Good communication at all levels within and outside of BP
Very well organized and strong time management - ability to multi-task, prioritize, adapt, influence, and network
Fluent in English and Polish
Experience
/Education
Post graduate degree in Business Administration or Marketing
Essential work experience:
5+ year works experience aligned to Sales, Marketing & Retail
Aspiration to develop into a specialist future leader within this distinctive capability: