Customer Experience Manager

Job Description

As a Maersk Customer Experience Manager, you will be an integral part of establishing the Ocean capabilities. You will be a key driver in ensuring proactive customer support and a seamless customer experience in cross-functional teams, and across all products in scope.

Deliver an Integrated Customer Experience that uniquely matches the vertical(s) portfolio

• Map synergies across managed Vertical(5) and lead teams to identify and execute consultative initiatives addressing specific customer needs served by Maersk.
• Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and final leg deliveries.

Develop and sustain a capable Integrated CX Organization

• Leading, directing and coaching CX team leaders, and monitoring / managing that CX teams are coached and supported to enable their development
• Ensure CX teams are trained in accordance with global standards, and have in-depth understanding of customer-specific SOPs
• Build teams with strong knowledge of local products and services, and with functional competencies, who can timely and cost efficiently maximize customer value of all 'By Maersk' models

Deliver on Integrated CX growth and profitability plans

• Up- and cross-sell to all customers, and their supply chain partners (where relevant), in accordance with global policy
• Actively monitor and manage volume trajectory to support business planning (ROFO), and expedite new and additional business conversion

Accountable for/ Consulted about

• Customer satisfaction across Vertical portfolios
• Retention and growth of local Booster accounts
• Executing growth plans (up- and cross-selling and fast-tracking molementations).
• Vertical portfolio volume forecasting (for resource planning)
• New opportunities and product growth

We are looking for:

• Ability to lead large teams with diverse customer portfolios
• Lead in customer experience / order management with customer-led mindset
• Establishing senior business relationships with customers and their supply chain partners
• Broad knowledge of supply chain strategy and execution in global business environment
• Ability to lead coach and motivate teams towards a shared vision with clear goals
• Balance expertise in customers' pursued goals and Maersk business priorities to arrive at win-win outcomes

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.

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