Customer Excellence Manager - TA

BP•Chicago, OH

2d•Hybrid

About The Position

As part of the Retail Business Support (RBS) Customer Excellence Team, the Sales Experience Support Manager leads the delivery of a simple, consistent, customer-focused experience that supports retention and income growth. This role ensures key operational processes are fit for purpose, consistently applied, well documented, and managed in line with bp’s legal and financial requirements to minimize risk. The role serves as the primary Fleet Sales collaborator for customer communications, OneTA, marketing coordination, and ABS product changes, and is the main franchise contact for deal updates, freight rate changes, and onboarding. Responsibilities include managing ABS location setup, leading and developing the sales support team, supporting Sales Account Managers, maintaining pricing and customer data in ABS, and administering customer contracts in Salesforce. The role also oversees the Fleet Maintenance Advisor team, including CIR administration, service-recovery data collection, collaboration with Truck Service and HSSE, program oversight, system testing, and S4 rebills. Additional accountabilities include managing departmental software such as Promiles, coordinating team meetings, and maintaining strong knowledge of customers, business segments, and the competitive landscape.

Requirements

Bachelor’s Degree, Business, Marketing, Finance, Operational Management (or related)
Minimum 10+ years of experience in leading a team in Customer/Sales Operations, Customer Service, and Business Operations
Salesforce – 2+ years of experience
Experience with performance management and visualization tools i.e. Power BI.
Substantial customer engagement, order 2 cash knowledge and business operational experience in B2B AND B2C
Experience with leading large programs and initiatives to successful outcomes
Strong commercial, financial and sales competence
Strong application, knowledge, and experience in Digital and System advancements and transformations programs
A proven track record of success in improving customer experience, operations, and business performance
Experience working with multi-functional interested parties
Experience with Commercial contract management life cycle
Strong leadership values, behaviors, and soft skills that care for, inspire, & motivate teams
Excellent interpersonal and influencing skills; ability to connect at all levels and across the organization.
Proven record of project management and/or coordination experience.
Possess resilience, tenacity and the drive to see things to the end
Ability to quickly identify issues, articulate solutions and solve complex problems
Strong comprehension of commercial contracts – and contract life cycle management
Data driven, with a strong financial and performance foundation.
Channel of trade and B2B offer knowledge
Advanced Microsoft Office skills, specifically Excel and PowerPoint.

Nice To Haves

Experience with Azure Dev Ops (ADO) a plus.
Knowledge of Power BI, Tableau and Big Data Analytics a plus.
Experience with ERP, Order to Cash operations and customer portals

Responsibilities

Leads the delivery of a simple, consistent, customer-focused experience that supports retention and income growth.
Ensures key operational processes are fit for purpose, consistently applied, well documented, and managed in line with bp’s legal and financial requirements to minimize risk.
Serves as the primary Fleet Sales collaborator for customer communications, OneTA, marketing coordination, and ABS product changes.
Acts as the main franchise contact for deal updates, freight rate changes, and onboarding.
Manages ABS location setup.
Leads and develops the sales support team.
Supports Sales Account Managers.
Maintains pricing and customer data in ABS.
Administers customer contracts in Salesforce.
Oversees the Fleet Maintenance Advisor team, including CIR administration, service-recovery data collection, collaboration with Truck Service and HSSE, program oversight, system testing, and S4 rebills.
Manages departmental software such as Promiles.
Coordinates team meetings.
Maintains strong knowledge of customers, business segments, and the competitive landscape.