Consumer Experience innovation Manager - Virtual

Profile

Texas, United States of America

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

March 16, 2021

Business unit:

Downstream

Experience Level:

Experienced Professionals

Job Description:

What’s the role?

The role of the Jiffy Lube Consumer Experience Manager is to own the development, deployment and implementation of an innovative and integrated end-to-end consumer experience strategy. As the champion of the consumer, the CX Manager will work closely with the Knowledge & Insights Manager to harness data to better understand the behaviors and consumption trends that drive consumer choices and deliver recommendations to improve the experience across the entire journey. This role will bring forth ‘Big Ideas’ working through a Stages and Gates Process from concept to launch. Building a brand in no longer just about what you say but the sum of all the experiences you create. Jiffy Lube’s brand vision is to put consumers in the driver’s seat of car care, and the CXM is responsible for ensuring that strategy becomes reality.

Accountabilities:


Build the strategy and three-year roadmap to improve the consumer experience across the different touchpoints, utilizing market and industry trends, insights, agency intelligence and franchisee engagement to inform the recommendation.
Responsible for business case development for investment and Fit 4 management of innovation projects.
Manage cross-functional innovation from strategy through to execution at the store level; includes development of project plan, budget, timeline, resource management and communication plans.
Own the strategic enhancement roadmap for MyJiffyLube, the digital platform and app experience that allows consumers to manage their service maintenance needs.
Responsible for development of the Store of the Future, including the evolution of the in-store experience.
Support the development of the Marketing IT roadmap, which includes a multi-year integration of technology and data management to deliver personalized content and service along the consumer journey.
Responsible for Policy & Procedures edits/recommendations as new services/products are approved.
Support relevant JLAF committees, activities and efforts.


What we need from you


Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.
Bachelor’s degree required.
Minimum 7 years of experience consumer digital experience, digital product management, digital product marketing experience or other relevant experience.
Passion for the consumer with an appreciation of the commercial/operational realities.
Innovates to improve with an eye for creative solutions and enhancements.
Strong financial and commercial acumen to effectively analyze data and develop business case models.
Thinks strategically and communicates creatively to inform decision making of key stakeholders.
Project management, budget management and forecasting skills to own projects from conception to execution.
An opportunity seeker that is both willing and able to think entrepreneurially.
Resilience to deal with moving to Houston in order to effectively manage work life balance once the COVID restriction is lifted.


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, whilst 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 transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
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 finding the right balance. We encourage you to discuss this with us in your application.


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.

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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 authorised Shell representative and you are strongly advised to refuse any such demand. Shell participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws. Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability. As a US Federal Contractor, hiring selections are subject to periodic audit review and documentation of your selections should be maintained for a period of three calendar years. It is the policy of Shell in the U.S. (“Shell”) to provide equal opportunity to all individuals, employees and all qualified applicants for employment consistent with employment requirements and qualifications. Shell prohibits discrimination based on race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, citizenship, genetic information, or other protected status under federal, state or local laws. All employees are expected to support this policy and contribute to an environment of equal opportunity. If you need an accommodation for a disability during the resourcing process, please speak with an HR representative.

According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today.

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