Customer 360 Program Management
I led the Customer 360 program for Shell North America Lubricants, helping the business deliver $15M in incremental margin over two years and achieve 95% target user adoption. I delivered this by aligning cross-functional stakeholders on key success metrics, leading the platform roadmap and delivery, and running a disciplined operating cadence that embedded adoption within the business operating model.
The North America business is the largest contributor to Shell’s Lubricants business performance and actively serves more than 20000+ customers on an ongoing basis. Leadership needed a reliable churn/retention cadence, but we had fragmented legacy systems and inconsistent customer and churn definitions across functions — so reports conflicted, there was no single source of truth, and leaders couldn’t run disciplined performance reviews or make confident interventions.
I drove a three-step turnaround. First, I convened engagements with key representatives from Sales, Marketing, and Finance to standardize churn definitions aligned across all functions — creating a single source of truth for leadership reviews. Second, I translated those definitions into tactical prototypes to baseline performance and prove value to the business metric owners. Third, I led the delivery team to industrialize the solution into an automated, enterprise-grade application with minimal manual touchpoints and clear data-quality controls. Simultaneously, I partnered with Process Excellence to embed the platform within the existing monthly operating cadence termed as MILOs so, adoption and value delivery became part of the business rhythm.
Ultimately, the program delivered $15M incremental margin over 2 years and sustained 95% target adoption for 6+ months (2025), embedding the platform within the NA Sales operating model.