Customer Experience Manager - Retail Vertical

A. WHO WE ARE
Maersk is a global leader in integrated logistics and has been an industry pioneer 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 organization 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

B. WHAT WE OFFER
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 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.

C. KEY RESPONSIBILITIES:

1/ Strategy and Customer Drive:

• Customer Retention & Loyalty: Drive customer retention and loyalty across key retail accounts by delivering customized logistics solutions.

• Process & Cost Optimization: Continuously drive end-to-end operational efficiency, minimizing service delivery costs while maximizing income opportunities.

• Commercial Growth: Actively identify and execute cross-sell and up-sell opportunities; monitor volume growth, freight allocation, and CFS ratios.

2/ Customer Focus & Service Excellence:

• SOP & IOP Ownership: Ensure customer Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) are fully aligned, updated, and executed.

• Scope & KPI Management: Track and deliver against client SLAs and KPIs; identify scope creep early and consult with Client Program Managers (CPMs) to resolve issues.

• Implementation & Engagement: Partner on client onboarding and conduct regular monthly performance/KPI reviews with clients and internal account teams (KCM/CPD/CPM/Sales

3/ Team Leadership & Talent Development:

• People Engagement: Lead, coach, and develop team members using Maersk’s MPACT (Maximizing Performance, Alignment & Career Growth) framework.

• Capability Building: Establish individual development plans, identify training needs, and ensure team mastery of operational systems.

• Continuous Improvement: Cultivate a culture of innovation, driving work process reviews, visual management board monitoring, and task migration/outsourcing to Global Service Centers (GSCs) where applicable.

4/ Resources & Stakeholder Management:

• Financial Accountability: Ensure accurate and timely RTP/OTC execution, prompt dispute resolution, and proper handling of unrecoverable costs according to the authority matrix.

• Workload & Capacity Planning: Manage team capacity, establish contingency coverage, and optimize resource allocation across retail customer accounts.

• Operational Alignment: Coordinate with ocean carriers, warehouses, origin operations, and GSCs to ensure strict adherence to retail customer requirements.

• Values & Compliance: Role-model Maersk core values and lead special projects or ad-hoc initiatives as required.

D. EXPECTATIONS FROM THE ROLE

• Achieve or exceed target client SLAs (Service Level Agreements), KCXI (Key Customer Experience Index), and CSLS (Customer Satisfaction and Loyalty Survey) scores.

• Meet team productivity, financial and cost-reduction targets within agreed timelines.

• Generate qualified cross-sell and up-sell leads.

• Complete performance appraisals and personal development plans for all direct reports on schedule.

E. JOB REQUIREMENTS

1. Required Knowledge & Skills:

• Education & Experience: Bachelor’s degree in Business, Supply Chain, Logistics, or a related field, with up to 5–10 years of progressive experience in logistics customer service, account management, or retail supply chain.

• Matrix Leadership: Strong capability to navigate and collaborate within a matrix organization, influencing cross-functional teams (Operations, GSC, Sales).

• Communication: Excellent spoken and written English skills; strong presentation and stakeholder management abilities across multicultural environments.

• Tools & Mobility: Proficiency in Microsoft Office (Excel, Word, PowerPoint); willingness to travel as required.

2. Core Competencies:

• Customer-Centric: Passionate about customer experience with high urgency and persistence in resolving operational roadblocks.

• People & Result-Oriented: Caring leader focused on team empowerment, career growth, and delivering measurable results.

• Structured Problem Solver: Highly organized under pressure with a proactive mindset toward continuous process improvement.

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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