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Bangkok, Thailand
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Job Description:
THIS ROLE FOR TERRITORY MANAGER IN DISTRICT EAST BASED IN BANGKOK (EAST DISTRICT)
Shell Mobility represents the single largest customer-facing business in the group serving more than 30Mln mobility and over 250,000 Fleet customers per day through 500,000 service champions in over 44,000 sites across 70+ countries. As Shell Group looks to the future, Mobility is critical to establish Shell as The Low Carbon Leader, with ambitions to be the no. 1 mobility and convenience retailer, with the world’s leading EV charging network and lead in business and goods mobility platform.
Achieving our ambitions will necessitate placing customers at the heart of our business, treating every interaction as a chance to bring our purpose to life to making people’s journeys better. We are evolving from ‘fuels retailer’ to ‘mobility retailer’- innovating to meet our customers’ changing expectations around convenience, product quality, digitalization and service.
Territory Managers will play a critical role in the delivery of Mobility Thailand goals. These are highly attractive roles that provide the opportunity to lead 30-40 retailers and their teams towards ambitious goals. Success in the TM role requires strong commercial, operational and leadership skills. It requires the ability to drive performance consistently, the discipline to ensure all Retailers and sites deliver to their potential and the ability to simplify the range of initiatives driven by Marketing, NFR, Network and Operations teams to the few that are relevant for each site.
Responsibilities include:
Deliver territory sales scorecard, including volume targets, profit targets and operational cost targets
Monitor all aspects of site performance (including HSSE, service and people) for sites in assigned territory, advise or offer Retailers Shell-recommended tools, processes and support to help them to profitably deliver the Customer Commitment at the Retail site and to develop the business for the mutual benefit of both the Retailer and Shell.
Monitor and anticipate competitor activity and develop appropriate response strategies in consultation with DM, Marketing, NFR and Operations
Support implementation of MBA 1.0 operating platform for CO sites and revamp of the DO operating model
Accountabilities:
Customers:
Use People Make the Difference Real Program to drive right behaviors and actions that result in providing customer a 'Treated Like a Guest' experience on sites
Ensure consistent delivery of Customer Commitment by managing contract compliance using the Territory Manager Site Review (TMSR)
Ensure and monitor dispensation of correct quality and quantity of products through retail outlets and promote and monitor high standards of customer service, merchandizing and general operations at retail outlets.
Manage customer complaints for sites in the respective territory
HSSE:
Develop and maintain a strong HSSE culture within territory
Check on the compliance of safety regulation and procedures by the dealer and his staff at the station and contribute to the development of a proactive HSSE culture in order to ensure 100% HSSE compliance as per SPL standards
People:
Coach, support and advise Retailers using the appropriate tools (thereby closing any identified gaps to the Customer Commitment)
Ensuring that the Retailer trains and develops their staff, and understands the importance of People in delivering the Customer Commitment, sharing and coaching on Shell tools and processes as appropriate
Performance:
To manage the territory assigned in terms of Sales, Network management, marketing and handling problems of Franchisees/Dealers
Act as a business consultant to Retailers on proper management of retail outlets on working capital & inventory management, product loss management, inventory shrinkage, merchandizing and indenting payment terms
Set Retailer Business Plans to deliver to achieve volumetric and gross margin targets of AGO, MOGAS, Premium Fuels(V-Power), lubes and other NFR e.g. Select & Deli Café represented in annual T&R
Identify underperforming sites and take corrective measures to increase Efficiency index of Motor fuels.
Operational Excellence:
Plan and conduct site visits in accordance with Call Planning Cycle tool
Develop a touring plan for the territory on a monthly basis and communicate it to the regional sales manager in advance
Implement actions to improve customer experience and brand metrics like Net Promoter Score, Treated Like a Guest assessment and Site essential review gauged through Mystery Motorist Program (MMP), Visual Identity Site Assessment (VISA) and Site Facilities Assessment (SFA).
Implementation and ongoing support of Marketing and Network initiatives
Dimensions:
TMs in District will be based in Bangkok and will travel to their respective territories (Pathum Thani / Nontaburi / Ayutthaya - Bangkok ).
Please note that territory managers are expected to track their development according to Territory Manager Development Roadmap (TMDR) that requires a TM to be stage 1 accredited within first year and stage 2 accredited before second year of assignment.
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