Customer Offer Lead - Bp Energy : Job Details

Entity:

Customers & Products

Job Family Group:

Marketing Group

Job Description:

Want to be part of something Electrifying? ​bp pulse is one of the fastest growing EV charging networks globally, and we need YOU to help us on our adventure to get to an electric future.​ We're looking to meet the growing global demand for safe, sustainable, and affordable energy. We aim to deliver the fastest, most convenient network of 100,000 EV charging points worldwide by 2030. To do this, we need to rapidly grow our fantastic team and we're searching for passionate and curious individuals to join us!

About the role

As part of the bp pulse Americas Customer team, this role will be responsible for the management of bp pulse's end-to-end customer offer across the physical charging environment through to the digital ecosystem, ensuring a seamless on-the-go charging experience. Success in this role will contribute directly to the growth of the bp pulse customer base and progress on customer satisfaction metrics.

This role will lead bp pulse's continuous improvement efforts across the customer journey, developing and implementing customer requirements cross-functionally, and with a laser focus on driving customer preference against competitors. Close collaboration with the Network, Execution, Product & Technology, and Operations teams will be required to develop and implement customer solutions.

Additionally, this role will manage the implementation of process flows and standard operating procedures, in coordination with global bp pulse teams for related customer offer processes.

Note: This is a mid-level senior role.

Key accountabilities

• Develops and refines customer requirements, in collaboration with the global Customer team, and embeds across the business to guide site selection, build and launch activities.
• Owns US site requirements (via site archetypes and formats) that align to the network strategy and supports Network team on ensuring the real estate portfolio meets customer standards (e.g., the right sites in the right places).
• Provides functional assurance on sites throughout the ‘build' process map to ensure a consistent customer experience across the growing pulse network.
• Collaborates with Execution team to implement site design, branding, and customer experience requirements (e.g., wayfinding, labelling, etc.) throughout site builds, with a close eye on CapEx efficiency.
• Is the Customer team lead on network and site performance forums with Operations team, identifying and implementing actions to improve utilization rates and feeds back lessons learned on underperforming sites into ‘build' and ‘run' processes.
• Tracks customer feedback via online reviews (e.g., map platforms, app stores, etc.) and customer service data, leading continuous improvement (CI) initiatives to tackle issues impacting customer satisfaction and preference. CI programs may include collaborating with the Technology team to develop customer-led acceptance criteria for new app features, triaging and remedying issues that impact successful charge rates with Operations team, and beyond.
• Supports the development of new customer offers in collaboration with Commercial teams based on a deep understanding of customer segmentation, customer research, competitive landscape, and commerciality. This may include dwell time offers, loyalty schemes, Fuel & Charge, and more.

Essential education

Bachelor's degree

Essential experience and job requirements

• At least five years of business, customer offer development, and/or marketing experience
• Experience with customer research, customer experience, and continuous improvement programs.
• Experience working with and building relationships with internal and external partners.
• Experience working with global and multifunctional teams.
• Experience with commercial offers and sales process.
• Experience leading or managing teams.

Why join bp?

At bp, 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 to enable your work to fit with your life, including a generous paid parental leave policy and excellent retirement benefits, among others!

California:

How much do we pay (Base)? $120,000-$222,000. *Note that the base pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting.

We offer a reward and wellbeing package to enable your work to fit with your life. These can include, but are not limited to, access to health, vision and dental insurance, flexible working schedule, paid time off policy, discretionary annual bonus program, long-term incentive program, and a generous 401K matching program. You may learn more about our generous benefits at benefits@bp.

Travel Requirement

Up to 10% travel should be expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Advocacy, Brand Management, Commercial Acumen, Customer Segmentation, Generating customer insights, Listening, Offer and product knowledge, Offer Development, Sector, market, customer and competitor understanding, Translating strategy into plans

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.