Global Loyalty and CRM Manager

Texas, United States of America

Job Family Group: Commercial and Retail

Worker Type: Regular

Posting Start Date: April 15, 2025

Business unit: Downstream and Renewables

Experience Level: Experienced Professionals

Job Description:

Make a difference

Do you like helping people? Do you like to make people smile? Are you passionate about putting people in a better place? Then you may have what it takes to join our amazing team?

Where you fit in

As the Loyalty & CRM Strategy Manager, this role will be responsible for setting the strategies to support Global Loyalty Brand and CRM to exponentially grow Shell’s total marketable universe, inclusive of Total Active Contactable (TAC) audience, and deliver value across Shell Retail, encompassing fuel, electric vehicles (EV) and non-fuel retail segments (NFR). The scope of this role is inclusive of B2C, B2B2C and selected B2B segments, across all digital communication channels, e.g. app, text, email, etc.

As the Loyalty & CRM Strategy Manager, the candidate will be:

• Accountable for Global Loyalty Brand, including winning Membership (Rewards strategy), and CRM Strategy, ensuring end-to-end optimization across the customer purchase funnel.
• Design future ready loyalty strategy and builds the roadmap to implement the next generation of loyalty, integrating with CRM and anchored on customer insights.
• Ensure Loyalty & CRM strategies are integrated with Fuels, EV, NFR and Payments to ensure profit maximization across these key areas.
• Supporting Global Head of Loyalty & CRM with annual marketing planning and target setting.
• Global lead, partner and focal for:
• US/CA/MX markets identifying key levers to maximize commercial value from the loyalty CVPs and leveraging global best practices, know-how and support.
• License Markets - provides guidance to implement loyalty brand, CVPs, and processes.
• Leads Loyalty & CRM planning/reviews through marketing planning, ongoing cadence and QPA for Loyalty/CRM to accelerate market performance and enable markets to hit plan.
• Leads the development of Customer Lifetime value modelling, in partnership with Digital Value & Performance Manager.
• Leads Loyalty/CRM community and capability building, inclusive of regular community webcasts and Loyalty/CRM Academy program.
• Achieves accountabilities through influencing without authority and being adept at dealing with conflicting priorities/agenda.
• Manages complex external relationships (including agency partners, wholesalers, dealers, consultants) and internal stakeholders across the organization, including SVP/RVPs of Marketing, GMs (Global and Markets), Country Marketing Managers, Country Paylo/CRM Managers, and wider Marketing & Business teams.

Requirements:

The role will require a collaborative, motivated person who is committed to learning, coaching and delivering results. Successful candidates will have:

• Must have legal authorization to work in the US on a full-time basis.
• Minimum 15+ years in related experience.
• Bachelor’s degree is required.
• Proven track record and experience in Loyalty & CRM, Personalization, transformational program management, preferably in mobility, convenience or fast food.
• Strong knowledge of Marketing Operations, Proficiency in CRM software and analytical tools, as well as practical AI application to drive hyper personalization.
• Extensive experience in designing/implementing CRM Martech programs and building CRM capabilities.
• Mastery in Brand Management and developing and successfully executing customer value propositions.
• Strong financial and commercial acumen to effectively analyze data and develop business case models.
• Experienced in leveraging data and analytics to inform decision making, create winning strategies and prioritization.
• Proven track record in creating Loyalty & CRM Strategy, Plans and delivering the results.
• Strategic thought leadership, plus proven ability to manage and influence decision making of key stakeholders across all levels, many of whom may not have the same level of subject matter expertise.
• Excellent communication skills, including presentation skills. Fluent in English.
• Extensive experience in managing teams and communities, incl. agency management, ability to manage cross-functional teams, ability to run wide scale change & engage programs.
• Experience working in multi-cultural, Global-Local matrixes.
• Entrepreneurial mindset; willing to make bold recommendations and challenge the status quo.
• Learner mindset & passion for new technology. Good knowledge of IT and Marketing technologies.
• Thorough understanding of local market operational and marketing considerations.

Additional Notes:

• The role will require travel and flexible working hours to work with global colleagues and markets located globally.
• The role is based out of Shell locations in Houston.
• Although this role is virtual, it is expected for office-based employees that the candidate works from their local Shell office at least 2 days/week unless mandated differently by the country policy.

The base salary range for this position is $174,000.00 - $262,000.00 per year. Individual pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents.

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives.

Company description:

Shell is a global group of energy and petrochemical companies with about 84,000 employees across more than 70 countries. We aim to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally, and socially responsible.

We have expertise in exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals.

As a global energy company operating in a challenging world, we set high standards of performance and ethical behaviors. We are judged by how we act and how we live up to our core values of honesty, integrity, and respect for people. Our Business Principles are based on these. They promote trust, openness, teamwork, and professionalism, as well as pride in what we do and how we conduct business.

Building on our core values, we aspire to sustain a diverse and inclusive culture where everyone feels respected and valued, from our employees to our customers and partners. A diverse workforce and an inclusive work environment are vital to our success, leading to greater innovation and better energy solutions.

An innovative place to work:

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, while managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

An inclusive place to work:

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment – one where you can express your ideas, extend your skills and reach your potential…

• We’re creating a space where people with disabilities can excel through a transparent recruitment process, workplace adjustments and ongoing support in their roles.
• We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
• We consider ourselves a flexible employer and want to support you in finding the right balance.

A rewarding place to work:

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

Disclaimer

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.

Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.

The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorized Shell representative and you are strongly advised to refuse any such demand.

Shell is an Equal Opportunity Employer.