Site Hero & Communication Analyst

Selangor, Malaysia

Job Family Group:

Retail Operations

Worker Type:

Regular

Posting Start Date:

September 24, 2026

Business Unit:

Downstream and Renewables

Experience Level:

Early Careers

Job Description:

Job Description: Shell Mobility is the world’s largest mobility retailer with a global footprint across 80 markets, a network of 47,000 mobility locations serving 33 million customers every day and over 60,000 EV charge points. As RDS looks to the future, Mobility is critical to establish Shell as The Low Carbon Leader, with ambitions to be the no. 1 mobility and convenience retailer, with the world’s leading EV charging network and lead in business and goods mobility platform. Achieving our ambitions will necessitate placing customers at the heart of our business, treating every interaction as a chance to bring our purpose to life to making people’s journeys better. We’re evolving from ‘fuels retailer’ to ‘mobility retailer’- innovating to meet our customers’ changing expectations around convenience, product quality, digitalization and service. This includes continuing to improve the quality of our current products while expanding our alternative energy mosaic (LNG, hydrogen, EV charging and biofuels).

The role:
Mobility Malaysia has gone through a challenging period. However, the business aspiration of growing Mobility Malaysia to USD322Mln C5 by 2026 is intact with clear purpose of powering Malaysia with cleaner energy and innovative mobility solutions by serving our community every day for a better tomorrow. In keeping up with this clear aspiration and purpose, the mobility business needs to continue its market leadership, growth and innovation in a sustainable manner, while developing its organizational team leadership and capabilities.

The role of the Site Hero and Communication Analyst is to ensure that communications internally and externally are managed in line with the Mobility CVP. More specifically, the position will manage the communication content and channels towards the Workjam, MarketHub, other form of digital channels and between Shell and the Retailers, optimizing costs whilst ensuring their effectiveness. The Site Hero and Communication Analyst continues to play a pivotal role in managing mobility events and campaigns to relevant stakeholders. Additionally, the Site hero and Communication Analyst will be working with Global PMTDR & Customer Experience team to deliver key priorities in market in terms of GOP compliances, capability development and any new initiatives roll out. In summary, the role assists the Operations Excellence & Wetstock Manager and Operation Manager in delivering the onsite operational excellence in the Mobility organization.

The incumbent is expected to demonstrate a high level of initiative & strategic thinking, with the ability to lead cross-functional initiatives, navigate ambiguity, and build strong stakeholder relationships.

Dimensions:

• • ~1000+ sites (70% CO, 30% DO)

• 864 Select shops

• 161 Shell Cafe

• 38 Territory Manager

• 4 District Manager

• 1 National Sales Manager

-~900+ Retailers

• 9,000 Site Heroes

Key Responsibilities

Frontline Workforce & Hero Foundation Management

• Design & deliver overall Retailer, Site Manager/Supervisor & Site Hero learning & development strategy across Shell Malaysia’s Mobility network.

• Design and implement global, regional, and national initiatives that advance the Hero Foundation's mission in capability building, employee motivation, recognition, welfare, and community engagement.

• Monitor frontline workforce training completion, participation, engagement, site performance and achievement against agreed targets.

• Ensure site heroes are trained on operational procedures, customer service standards, HSE requirements, and regulatory compliance.

• Evaluate training effectiveness through audits, competency assessments, and operational performance KPI’s

• Identify frontline performance gaps and develop improvement actions with Retailers and Sales teams.

• Facilitate classroom, virtual, on-site, and blended learning sessions for both frontlines & Sales team.

Analytics & Business Insights

• Analyse frontline workforce insights from Voice of Service Champion (VOSC), Voice of Customer (VOC), operational audits, and site performance data to identify key drivers of performance and engagement.
• Develop and maintain dashboards, management reports, scorecards, and performance trackers to provide timely recommendations & actionable insights for decision-making.

Managing Mobility Enablement Tool & Communications

• Custodian for multiple mobility enablement tool:- Workjam, Markethub, RFPP, Medalia, Liveboard, Operation Functional Mailbox etc.

• Manage communication content through WorkJam, Shell MarketHub, SharePoint and other approved platforms between Shell, Retailers and frontline employees.

• Draft and disseminate operational circulars and key business communications related to policies, and business updates while leveraging digital tools and innovative communication strategies to drive compliance across all retail sites.

• Leverage digital tools and AI-enabled solutions to improve knowledge sharing, document management, and workforce learning effectiveness

Custodian for Mobility Knowledge Management

• Act as the GRM & SharePoint focal point for Mobility

• Maintain training records, certifications, learning databases, SOP’s in multiple platforms.

• Coordinate periodic reviews and updates of training materials, Site Policy & Procedure Manual (SPPM), operational guidelines, and knowledge repositories to ensure relevance and compliance with business requirements.

Stakeholder & Operational Support

• Support PMTDR KPI results tabulation for Retailers & Sales Team.

• Execute Smiling Star & Local Travel Award programs in market.

• Support all Operations Excellence initiatives and provide frontline insights to management.

• Work closely with HSSE, Sales & Operations, Learning, Marketing, NFR, Network, Fleet, Customer Operations, Finance, Government Relations & all functions to delivery Mobility key priorities.

• Build strong working relationships with Retailers and Site Heroes.

Skills & Requirements

• Bachelor’s Degree in Business, Communications, Data Analytics, Operations, Retail Management or a related discipline.

• Proficient in utilizing AI tools for content creation, training design, communication planning, data analysis, and process automation, driving innovation and operational excellence.

• Good working knowledge of Microsoft Excel and PowerPoint; Power BI experience is an advantage.

• Strong understanding of Mobility business, particularly of site operations.

• Familiarity with SharePoint, WorkJam, MarketHub or similar digital platforms is preferred.

• Able to host events, webinars & communicate confidently with frontline employees, Retailers and senior stakeholders.

• Analytical, curious and able to identify the reasons behind performance trends.

• Strong influencing and negotiation capability.

• Advanced proficiency in Bahasa Malaysia & English.

Candidate is expected to be mobile and travel across region.

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.