CRM Customer Activation Lead

The CRM & Customer Activation Specialist plays a key role in delivering data-driven customer engagement and lifecycle marketing within Shell Mobility in Poland, connecting Customer Value strategy with marketing activation and CRM capabilities.

We are working in highly competitive environment. Resilience to stress, positive attitude as well as willingness to learn and develop are essential. So is the passion for service stations and mobility CVPs!

Purpose

Deliver CRM activation and customer communication that drives engagement, conversion, retention and customer value through data-driven segmentation and campaign execution.

Key Accountabilities

• Driving customer engagement, retention, and lifetime value through data-driven communication and loyalty program.
• Design and manage end-to-end customer journeys (acquisition → onboarding → retention → reactivation)
• Develop segmented and personalized campaigns based on behavior and value
• Execute CRM campaigns across email, app and digital channels
• Support campaign planning aligned with marketing priorities and ensure campaigns are delivered on time and correctly segmented via Email Mobile app (push notifications, in-app)
• Coordinate offer communication (fuel, coffee, EV, B2B, partnerships)
• CRM SP&A and C2 loyalty budget planning and management under the supervision of the Marketing Manager and Loyalty & Customer Value Manager
• Performance Tracking & Optimization (open rate / CTR ,conversion to purchase and redemption rates )

Segmentation & Targeting

• Develop customer segmentation and target groups
• Support personalisation and targeting across campaigns
• Identify cross-sell and up-sell opportunities Customer Communication & Lifecycle
• Execute lifecycle communication across customer journeys
• Ensure consistency across CRM and marketing channels
• Collaborate with Loyalty team on priorities

Performance Tracking & Optimisation

• Monitor campaign KPIs (engagement, conversion, retention)
• Analyse results and improve effectiveness
• Provide insights to stakeholders

CRM Data & Operations

• Ensure data quality and CRM accuracy
• Support campaign setup and workflows
• Coordinate with digital/IT on improvements

Cross-functional Collaboration

• Work with Loyalty, Marketing and Digital teams
• Ensure CRM integration into marketing activities

Key Performance Areas

• Customer engagement and conversion
• Retention and activity
• Quality of CRM execution
• Contribution to customer value

Special Challenges

• Translating data into effective marketing actions
• Balancing campaign volume with quality and personalization
• Ensuring consistency across channels
• Working across multiple teams
• Scaling personalization
• In cooperation with the Loyalty & Customer Value Manager, supporting the implementation of a new CRM / customer engagement platform (preparations starting from September 2026)

Required Experience / Qualifications

• Experience in CRM or digital marketing
• Campaign execution experience
• Analytical mindset
• Attention to detail
• IT loyalty systems (POS, LOD) knowledge
• Expectation of around 3 days per week in the office (if you have case for exception, please raise during application process)
• Fluent Polish (professional / near-native proficiency)
• Fluent English

Additional Capabilities (Modern Scope)

• Experience with CRM tools
• Understanding of customer journeys
• Interest in data-driven marketing

As this Open Resourcing takes place during summer season, please provide in your application dates of your planned leave in the month of July so that it can be incorporated to potential assessment timelines.

Benefits Overview

We offer an annual performance bonus paid in February, along with a comprehensive benefits package. This includes Shell-sponsored medical and life insurance, with options to extend coverage at competitive rates. Our employees benefit from a diverse and inclusive culture where care and wellbeing are a priority. Our employees enjoy vacation benefit, three additional Personal Leave Days, dedicated wellbeing spaces, subsidized canteen, 24/7 access to psychologist, a Cafeteria program and sports cards.

We foster integration through team activities, employee clubs, and networks. Our hybrid work model is supported by a Workplace Accessibility program, and we offer access to online learning platforms and a broad range of development resources. Additional benefits include participation in a voluntary long-term savings plan (PPK), discounts on pension products (IKE/IKZE) and a discounted share purchase program.

If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.

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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 Shell/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 is an Equal Opportunity Employer.