Customer Experience Team Leader

Job Description

Lead a team of agents managing a portfolio of customers who are primarily responsible for optimizing delivery of non-physical products and physical outsourced products, supporting customers proactively and driving issue resolution when needed in a specific geography. Create strong customer relationship and team engagement.

Customer Experience Team Leader | External Hiring

Position Title: Customer Experience (CX) Team Leader
International Logistics × Global Enterprise × CX Transformation × Team Leadership

A.P. Moller – Maersk, as an “Integrator of Logistics,” goes beyond transportation to deliver seamless, end-to-end customer experiences.

This position is a CX Team Leader who evolves customer experience not merely as an operational function, but as a source of value creation. You will lead a portfolio of customers and, through digital enablement, process improvement, problem-solving, and team development, simultaneously drive customer satisfaction, business results, continuous improvement, and team growth.

Mission of This Role

• Develop a deep understanding of customers’ businesses and maximize Customer Outcomes (customer value)

• Go beyond day-to-day issue resolution to lead prevention, improvement, and transformation

• Lead the team’s evolution from transactional customer service to a consultative, value-driven CX model

Key Responsibilities

1. Driving CX Strategy and Outcomes

• Manage the entire customer experience process end-to-end and lead continuous CX improvement

• Execute CX enhancements through digital solutions and process improvements

• Optimize cost and quality while ensuring safety and reliability

• Design and promote improvement initiatives that contribute to revenue maximization

2. Enhancing Customer Satisfaction

• Build strong relationships by understanding customers’ business models, service needs, challenges, expectations, and business goals

• Analyze issues and drive improvement actions using data such as NPS

• Act as a role model by translating the “Voice of the Customer” internally and driving cross-functional improvements aligned with the company vision

3. Team Collaboration and Performance Improvement

• Identify root causes of recurring issues and plan and execute corrective actions

• Support operational stability through SOP/IOP review and standardization

• Promote cross-functional collaboration to improve end-to-end customer satisfaction

• Work closely with Global Service Centers to accelerate efficiency and productivity improvements

4. Role as a Team Leader

• Promote the development of a highly productive, proposal-driven team through onboarding and coaching

• Build a team with strong engagement and high performance

• Foster a CX culture that embraces change positively

What Makes This Role Attractive

• Lead CX at a world-class global logistics company

  • Work at scale with global teams and locations worldwide

• Focus on customer value creation, not just customer support

  • An environment where you can design and execute improvements and transformation initiatives

• Leadership growth opportunities

  • Gain experience as a people leader and grow toward future management roles

• Collaboration with diverse stakeholders

  • A growth environment involving customers, global teams, and external partners

Ideal Candidate Profile / Qualifications

Required

• Practical experience in international logistics, CX, or customer operations (approx. 10+ years)

• Experience leading a team or equivalent leadership experience

• Strong customer-centric mindset with the ability to structure issues and drive improvements

• Advanced communication and coordination skills in complex internal and external stakeholder environments

• Ability to manage multiple initiatives simultaneously, prioritize effectively, and deliver consistently with high quality in a fast-changing environment

• Japanese: Native level

• English: Upper-intermediate business level (TOEIC 860+ preferred; able to collaborate with overseas locations)

• Proficiency in MS Teams, Outlook, Excel, etc.

Preferred

• Experience driving improvements using customer data such as NPS

• Experience in process design, standardization, and change management

• Experience in cost-conscious operational improvement and optimization

This Role Is a Good Fit If You:

• Want to view customer experience as value creation, not just response handling

• Want to go beyond problem-solving to build sustainable mechanisms and prevent recurrence

• Want to grow yourself while leading and developing a team

• Want to take on a role with greater impact in a global environment

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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