The New Energies group in Shell is focused on leading in the energy transition towards a low-carbon future through power/electrification, supporting our aim to power progress together through more and cleaner energy solutions. MP2 is an integral part of Shell’s global New Energy organization and with a mission to guide customers toward a better energy future, by enabling customer choice and by providing market-leading energy solutions.

The New Energies group- Mass Markets is currently seeking to hire a Senior Manager of Retention Programs. In this role, you will shape Shell’s customer retention strategy and lead all associated actions, including forecasting & budgeting, defining commercial policies, proposing and driving delivery of actions to reduce churn, drive enrichment and drive digital engagement. In addition, you will be responsible for retention campaigns and digital personalization activity to extend customer retention and manage key initiatives to deliver YoY revenue, margin, and churn improvement across all mass-market segments.

The selected candidate will receive a Competitive Compensation; Health Care – Medical/Dental/Vision/Prescription Drug Coverage; 401(k) with Company Matching Contributions; Flexible Spending Accounts (FSA); Health Savings Accounts (HSA); Disability Programs (STD & LTD); Employee Basic Term Life Insurance; Vacation & Company Holidays; and Tuition Reimbursement.

RESPONSIBILITIES:

Develop campaigns based on research, management of the Customer Relationship Management (CRM) platform, and analysis of data and preparation of reports (principal responsibilities will involve supporting service line development and other research and planning efforts, as well as ensuring reliable reporting, synthesis, and analysis of data)

Develop consumer engagement strategies within overall customer experience

Provide project management and creative development support of retention marketing programs and campaigns for the retail electricity brands

Segment opportunities lists based on lifecycle, affinity, and communication preferences to deepen engagement and improve loyalty

Contribute to the design & build of new program content and delivery plans for new services

Collaborate with internal colleagues such as customer experience, product development, and analytics managers

REQUIREMENTS:

Demonstrated experience shaping and driving a customer retention strategy, ideally within a retail electricity environment

Experience with marketing automation campaigns using Salesforce marketing cloud, Pardot, Marketo, or similar tools

Proven customer advocacy experience

Bachelor’s degree

5 years of B2C marketing and/or advertising agency experience

5+ years of demonstrated performance in branding, marketing, and strategic partnership development

Experience with marketing B2C subscription products

Highly creative and analytical, and have exceptional leadership, communication, and interpersonal skills

Demonstrated experience developing and implementing digital marketing strategies, and analyzing marketing data

Strong writing and editing skills

Thrive in a results-driven environment

Skilled in the Microsoft Office suite, especially Excel and PowerPoint

Strong, data-driven problem resolution skills, including the ability to identify and define problems, collect data, establish facts, and draw valid conclusions

CONTACT:

Qualified candidates may apply online by clicking here.