Entity:

Customers & Products

Job Family Group:

Business Support Group

Job Description:

Are you ready to join a team that’s driving the future of lubricants & beyond and setting new industry standards? Discover how our diverse and passionate people at Castrol are shaping the industry – and how you can be part of this journey.

We’re seeking versatile experts who share our passion for innovation and excellence. Bring your outstanding perspective, collaborative spirit, and challenge our thinking as we continue to lead the way in the lubricants market & build businesses beyond lubricants. This is your chance to learn, grow, and thrive in a dynamic and inclusive organization.

Apply now!

Castrol is a global leader in lubricants and part of the bp Group, one of the world’s largest energy companies. In India, Castrol is a publicly listed company, leading in the Automotive, Industrial, and Marine lubricant sectors. With iconic brands, relentless innovation, strong customer relationships, and a team of highly motivated employees, we have maintained our market leadership in India for over a century. Our robust manufacturing and distribution network in India helps us reach consumers through more than 135,000 outlets.

At Castrol, success knows no bounds. We offer a fast-paced learning environment where you can develop your career, whether in specialized functions or on a general management track. Castrol India has a proud legacy of championing top talent for leadership roles, both locally and globally.

We are currently looking for Customer Excellence Specialist – India based at Mumbai with details mentioned below.

Let me tell you about the role!

Responsible for leading the delivery of a customer excellence initiative as a critical component of overall customer strategy, ensuring the customer value proposition is applied appropriately, creating value for the business and customers.

Support the Customer Excellence Manager in the development and operationalization of B2C business excellence framework while working with cross-functional teams.

What you will deliver

• Work closely with the Customer Excellence Manager to develop the customer excellence framework and an opportunity pipeline of projects which evolve the customer experience to enable business growth.

• Deliver customer experience initiatives to markets in line with agreed prioritization and in line with annual business plans through use of digital tools and industry best practices.

• Deliver usable insight into the business to inform and shape decisions and initiative pipeline.

• Drives a strong customer first culture across the sales teams, improving customer heartbeat and service performance, and implementing customer business policies.

• Sales Incentive Plan (SIP) recommendation on planning elements and alignment; highlight performance, concerns and prompt discussion on interventions needed.

• Developing and documenting sales / business processes, best practice and tools to enable continuous improvement. (lead to contract, Order to Cash, Key Account Management planning, Prospecting & Pipeline management, Complaint management)

What will make you successful

Experience

• Business experience - Sales B2C and Marketing or Operations

• Experience of working in a Matrix Organization

• Sales Planning and Excellence, GTM/RTM Strategy Exposure

Skills & Competencies

• Delivers an effortless customer experience – Mastery

• Using operational and digital tools to build on customer excellence – Mastery

• Vendor management and engagement - Mastery

• Cross functional Mindset– Skilful

You will work with

Cross functional exposure with Sales, Supply Chain, Marketing, GBS and Finance

Culture

bp believes in creating a culture that allows you to live our purpose, play to win while caring for others - and there is a huge focus on diversity equity and inclusion. We are a very open and respectful organization, where there is a lot of respect given to listening to all perspectives and hence people are encouraged to speak up, contribute at all levels irrespective of level or department.

The marketing team is a bunch of young and passionate individuals from varied backgrounds, and we thrive on being able to learn from each other as well as a lot of external orientation from the best in the industry. we deeply value partnerships especially with our sales colleagues and strongly believe in the power of unleashing one team to be able to break barriers, challenge status quo and create new achievements.

Why join our team?

We support our people to learn and grow in a diverse and exciting environment. We believe that our team is strengthened by diversity. We are committed to crafting an inclusive environment in which everyone is respected and treated fairly.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Travel Requirement

Up to 10% travel should be expected with this role

Relocation Assistance:

This role is eligible for relocation within country

Remote Type:

This position is not available for remote working

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer-Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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.