Morocco Integrated Cx Senior TL

Job Description

Morocco Integrated Customer Experience Senior Team Lead: JL3

Would you like to be part of a value‑driven, commercially oriented international environment where we enable global trade every day? We have an exciting opportunity for an Integrated Customer Experience Senior Team Lead to join our team in Morocco.

The Integrated CX Senior Team Lead will be responsible for driving the area customer experience strategy, improving customer satisfaction, and leading a high‑performing CX team. This role plays a critical part in ensuring a seamless, consultative, and value‑adding customer experience across Maersk’s integrated logistics solutions.

WHAT WE OFFER:

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us, teamwork means acceptance, respect, dedication, and the belief that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, Uprightness and Our Employees mean that transparency and accountability go hand in hand with being an inspiring and challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

Key Responsibilities :

Drive Area Customer Experience Strategy and Outcome
• Drive adoption of our digital solutions for customers & CX Teams.
• Design and drive revenue optimizing opportunities.
• Evaluate, justify, support & critique decisions related to the development & implementation of Maersk Integrated
Management Systems.

Improve Customer satisfaction
• Actively build strong relationships with customers and gain an
understanding of their business, service needs, drivers, and
desires, monitor customer satisfaction across segments and partner with relevant teams to drive local improvement.
• Act as a role model by representing the voice of the customers throughout the organization whilst maintaining the company’s vision.

Drive Teams Collaboration and Performance Improvement
• Review and update SOP / IOPs based on frequent issues resolution / exception management (with customer and CPM).
• Ensure good collaboration and customer experience as part of cross
functional teams.
• Work closely with GSC to lead and accelerate efficiency.
• Identify recurring issues in delivery performance and initiate steps to address the root cause.

Build and develop a strong team
• Support onboarding of new team members and coaching existing team members, to move towards a productive and consultative team.
• Drive transformations and change management initiatives to eliminate undue complexity and shift customers experience
culture from transactional customer service to consultative and value added focused customer experience.

WHO WE ARE LOOKING FOR:

• Bachelor’s degree or equivalent qualification (minimum requirement).

• 5+ years’ experience in customer experience, operations, logistics, or related leadership roles.

• Strong business acumen with a solid understanding of the local market landscape.

• Proven people leadership and coaching experience.

• Excellent stakeholder management and communication skills, including engagement at senior customer level.

• Strong prioritization and decision‑making capabilities in a fast‑paced environment.

• Customer‑centric, solution‑oriented mindset with a focus on continuous improvement.

• Ability to drive change, transformation, and collaboration across cross‑functional teams.

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.