Territory Manager

**The Role**:
**What’s the role?**

You will be responsible for managing the relationship between Shell and Retailer at site level, ensuring consistent delivery of the Shell Customer Commitment - sales & all operation standards.
- Depending on the operating platform, identify gaps in all aspects of site performance (including HSSE, service and people) for sites in geographical area (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.
- Maximize all sales development potential whilst protecting Shell's interests, through the coaching and motivating of Retailers. Participate in Attraction and Selection of the right Retailers.
- Through coaching, supporting and Performance Management of Retailers to deliver the basics and higher performance. Manage and maintain positive Retailer relationships, supporting Retailers to achieve and maintain top class site performance (including counseling to underperforming sites) Deliver Sales & Operations targets for geographical area through regular reviews and appropriate action plans.
- Ensure Retailers implement all areas of the Customer Commitment and ensure compliance with the Site Operations/HSSE standards, contracts, and manuals. Ensuring that Retailers' actions do not damage Shell's Reputation, ensuring that the Retailer Trains and Develops their staff, and understands the importance of People in delivering the Customer Commitment

More specifically, your accountabilities include the following:
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

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

Shareholder:

- To manage the territory assigned in terms of Sales, Network management, marketing, and handling problems of Franchisees/Dealers and
- 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.

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 to ensure 100% HSSE compliance as per SPL standard

Operational Excellence:

- Plan and conduct site visits in accordance with Call Planning Cycle tool
- Develop a touring plan for the territory monthly, and communicate it to the regional sales manager in advance
- Develop OPA prior to site visit, record actions agreed during the visit in Site Visit Record (SVR) and submit both to regional focal point for corporate memory
- 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

**What we need from you**
- You must have at least a Bachelor’s degree and minimum 5 years of relevant work experience.
- Strong experience in Sales.
- Proactive and a risk-taker but strictly within HSSE standards.
- Possess strong commercial acumen, good analytical, high stakeholder & communication skills.
- Fluent in both Thai and English Communication skills including writing, speaking, and reading.

**Company description**

Shell’s presence in Thailand dates back to 1892 when the first barge containing Shell kerosene docked in Bangkok. Today, Shell is one of the largest and the longest-established multinational operations in Thailand. The Shell Brand is one of the most esteemed and well respected in the Thai