Customer Experience Team leader for 4PL

Job Description

Responsible for leading a team of CX managing customer portfolios. The role focuses on delivering an exceptional proactive customer experience, ensuring consistent service quality, operational excellence, driving issue resolution. Create strong customer relationship, team engagement and growth.

Customer Experience Team Leader | External Hiring

Position Title: Customer Experience (CX) Team Leader for 4PL
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 4PL CX Team Leader who evolves customer experience not merely as an operational function, but as a platform for value creation and supply chain orchestration. This role leads a portfolio of key clients and oversees end-to-end logistics solutions across multiple service providers, internal teams, and external partners. Through digital enablement, process improvement, problem-solving, and team development, the 4PL Team Leader drives customer outcomes, operational excellence, continuous improvement, and team capability growth simultaneously. The role is accountable for translating complex customer requirements into integrated, scalable, and value-driven 4PL solutions.

Mission of This Role

• Develop a deep understanding of customers’ businesses and maximize Customer Outcomes and long-term 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, solution-oriented 4PL operational model

• Build a highly engaged, capable team with strong ownership, accountability, and a continuous-improvement mindset

• Operate with a strong neutrality and confidentiality mindset, recognizing the role of 4PL as an independent orchestrator that safeguards customer and partner information while acting impartially across all stakeholders

Key Responsibilities

1. Driving 4PL CX Strategy and Outcomes

• Manage the entire customer experience across the 4PL operating model

• Design and execute continuous improvement initiatives

• Leverage digital tool, data, and analytics to enhance visibility, control, and performance

• Optimize cost and quality while ensuring operational safety and compliance

• Design initiatives that contribute to revenue protection, and long-term value creation

2. Enhancing Customer Satisfaction and Value

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

• Translate customer needs into structured improvement roadmap and actionable solutions

• Use data and insights to identify root causes, prevent recurrence, and drive measurable outcomes

• Act as a role model for cross-functional collaboration aligned with the company strategy and vision

3. Orchestration, Collaboration, and Performance Improvement

• Identify systematic issues across internal teams, service providers and partners, and lead corrective actions

• Strengthen operational stability, standardization, and governance

• Work closely with Global Service Centers and vendors to improve efficiency, scalability, and productivity

4. Role as a Team Leader

• Build and develop a highly-performing 4PL CX team through structured onboarding, coaching, and capability building

• Foster strong engagement, accountability, and ownership within the team

• Create a culture that embraces change, continuous improvement, and customer-centric thinking

What Makes This Role Attractive

• Focus on supply chain value creation, not just customer support

• The opportunity to design, influence, and transform complex 4PL operating models

• A growth environment that challenges you to think holistically and act as an orchestrator, not just an operator

Ideal Candidate Profile / Qualifications

Required

• Practical experience in Customer Experience, logistics operations, or 4PL supply chain management (approx. 10+ years)

• Experience leading a team, equivalent leadership experience, or a strong aspiration and readiness to step into a leadership role

• 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 (able to collaborate with overseas locations)

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

Preferred

• Experience driving improvements through data-analysis and insights.

• Experience in process design, standardization, and change management with translating strategy into sustainable execution

• Experience in cost-conscious operational improvement and optimization, balancing efficiency, quality, and customer outcome.

• Exposure to multi-vendor or orchestration-based logistics models (4PL/Control tower environment)

This Role Is a Good Fit If You:

• View customer experience as value creation, not just issue handling

• Enjoy solving complex, cross-functional problems and building sustainable mechanisms and prevent recurrence

• Want to grow as a leader while leading and developing a 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.
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