Customer Experience Manager

Job Description

Has responsibility for FMCG & Reefer customers facing activities and for providing a consistently high quality experience for new and existing customers in GCA area.

We offer

Joining Maersk, you will become part of the global family of the company that moves 20% of global trade every day all the way, where one of our core values is Our Employees. It goes without saying that we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. Since team expanded customer scope and business model, broader product coverage from Ocean to E2E LnS. we're now looking for senior leader with strong leadership skills on senior stakeholder management, performance drive & gap closing, value creation innovation, and remote people management.

Key responsibilities:

• Actively build own and team(s) awareness and insights in customers E2E supply chain plans and priorities.
• Drives and builds strong relationships with customers. Plans and deploys the understanding of customers' businesses and needs to the Customer Experience Organisation.
• Lead new business on-boarding with smooth implementation across different functions’ collaboration.
• 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.
• Reviews team performance and drives overall continuous improvement opportunities and Change management.
• Delivers agreed cross selling & value creation targets.
• Drive ICX Model for Sea freight business, E2E control tower management team. Ambassador for new car in container model and rack controller for both EXP and IMP reuse.

Who we are looking for:

• 1. Deep Customer & Product Understanding

• Ability to understand the unique logistics needs of FMCG and reefer products, including shelf‑life, temperature control, cargo integrity, and speed‑to‑market requirements.
• Strong insight into customers’ operational rhythms (e.g., seasonal peaks, production schedules, promotional cycles).
• Co‑creates improvement initiatives that strengthen long‑term partnerships and drive business growth (especially for Cold Chain solutions).

• 2. Operational Excellence & End‑to‑End Execution Control

• Skilled at managing complex end‑to‑end supply chains across ocean (better with both inbound/outbound experience), intermodal, and cold-chain services.
• Proactively prevents service failures through forecasting, risk monitoring, and strong collaboration with internal operations, landside, and equipment teams.
• Manage resource in an agile way to mitigate peak/slack season and customer new winning/churns

• 3. Strong Stakeholder Management & Cross‑Functional Leadership

• Works effectively with GPD, LCM, OCL, intermodal partners, reefer fleet management, and global teams to drive aligned delivery.
• Influences without authority and balances customer expectations with operational and commercial realities.

• 4. Customer Communication & Escalation Management

• Communicates proactively and transparently with customers senior stakeholders, offering timely updates, solution options, and scenario planning.
• Handles escalations with calmness and structure, ensuring clear documentation, root‑cause clarity, and accountable follow‑through (considering high % of 3C customers under FMCG & reefer vertical).

• 5. Compliance, Risk & Reefer Cargo Care

• Ensures strict adherence to cold-chain handling standards, customs/regulatory controls, and reefer monitoring procedures.
• Respond to authority’s urgent request in Cold Treatment, Longstanding resolution, etc.
• Drives continuous improvement initiatives, including digital adoption, claims/cost optimization, and process simplification.

• 6. Capability and experience for remote management

• Better with experience to manage a virtual/remote team considering 6-7 locations for FMCG & Reefer Team

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 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.