Customer Experience Manager

Job Level:
• JL4
• Has responsibility for all Customer Experience relevant activities with a consistent high-quality service for key client.

We offer
• You will act as CX team manager in GCACX Retail-US department and manage a team serving one key client.
• This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with customers and work with highly professional teams in an environment where you will be valued, recognized, and well rewarded.
• You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

• Key responsibilities
  • Actively build own and team(s) awareness and insights in customers supply chain plans and priorities.
  • Ensure proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scope
  • Build teams with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely and cost efficiently maximize customer value of all ‘By Maersk’ models.
  • Build strong and collaborative team with cross functions to deliver an excellent customer experience.
  • Strong commercial sense on upselling/cross selling, business result driving and KPI related. Improve client-based profitability and productivity continuously.
  • People management to focus on people care and development.
• We are looking for
  • Minimum 5 years of relevant experience in logistics or customer service function with at least 3 years of leadership & management positions with solid performance.
  • Strong leadership – coaching and mentoring to build organizational capability and lead the team towards a shared vision with clear goals.
  • Lead to drive value creation, cross-selling and upselling.
  • Strong result orientation and driving capability.
  • Strong commercial sense and customer-centricity mindset.
  • Strong communication and stakeholder management skills , can build-up strategic partnerships with key stakeholders.
  • Be agile. 
  • Be proactive.
  • Good at oral English and written English.
  • Able to work and deliver results under high pressure.
  • Able to handle multiple tasks at the same time.
  • Great change management skill.
  • Super adaptability.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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