This role may focus on some or all the accountabilities below, depending on the respective business size and complexity: **Deal Management:** + **Permit Management:** Accountable for end-to-end support for Permit/License acquisition required for site opening and operation. + **Contract Management:** Manage appropriate Contracts (Fuel / Non-fuel) for site opening, transfer, suspension, and closure of Retail sites as per MOA while ensuring company’s policy and compliance according to MOA. + **Wetstock Management:** Maintain quantity and quality assurance. Collect Wetstock daily report to check for any red flags. Raise ticket to third-party to investigate and fix any discrepancy. **Order to Cash** + **Order Management:** Provide end-to-end support for Lube orders + **Touchless Support:** Manage Shell Market Hub user profiles, provide troubleshooting and user support. Raise system related incidents and follow up on resolution. + **Dispute management:** Manage end-to-end dispute resolution starting from dispute request, coordinate with Territory Managers for investigation and liaise with Finance team for dispute resolution. + **Customer Support:** Advise Call Center Agents on issues that have been escalated until resolutions are finalized. Manage knowledge base and FAQs for Call Center Agents as future reference. **Expectation:** Critical to the success of this role is to demonstrate strong Attention to Detail, Customer Language Proficiency, and experience in managing Customer Relationship and Customer Success. **Job Qualifications:** • Bachelor degree in related fields as minimum • Minimum 2 years of working experiences (A plus if you have background from Oil & Gas, FMCG industries) • Good proficiency in English • Strong Communication and Influencing skills • Previous experience in data Analytics & Insights and Digital environment • Demonstrated ability and commitment to manage customer experience and build Customer Success • Knowledge of Customer Centric Design • A good understanding of Commercial & Economic Acumen and Value Chain methodology • The ability to lead Continuous Improvement and drive values for business • Attention to details when dealing with Data Management and high focus on Compliance • Proven experience in Contract Management • Knowledge of Wetstock site operations