Customer Experience Manager - Ocean

Job Description

Has responsibility for all customer facing activities and for providing
a consistently high quality experience for new and existing customers
in a small/medium size cluster.

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What we offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and high paced environment. You will get to focus on creating valuable relations with current and new 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.

Are you an experienced Customer Experience Manager with a supply chain management background?

Are you looking for a new challenge within an organization that has people and customers at the heart of everything do?

As a Maersk Customer Experience Manager, you will be an integral part of establishing the Contract Logistics capabilities and growth in Europe. 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.

Key Responsibilities:

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

There’s never been a better time to join us. If you want to feel truly included in a business that shares in success, there’s a world of opportunity waiting.

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.