Head of Customer Experience, MCL

Job Description

About Us:

As a company, we promote a culture of honesty and integrity, and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us!


If you are seeking to be a part of a family, this is the place for you!


Maersk Logistics and Services USA LLC handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving, storing, processing and dispatching cargo, so we can build flexibility and resilience into the supply chain process. Our integrated solutions allow us to be prepared for supply chain risks, so we can plan distribution to better achieve lead time and goals despite unexpected conditions. Our extensive experience, connections, and deep expertise across different sectors, industries, and transportation modes, means we can be counted on for process excellence that will save time and money.

Position Overview
The Head of Customer Experience, MCL is responsible for leading, mentoring, and inspiring team members to uphold core business values and deliver exceptional results within the four-walls. This role requires strong leadership abilities, a collaborative mindset, and a deep understanding of fulfillment, delivery, and transportation operations. The Head of Customer Experience will manage relationships with clients and internal stakeholders and drive continuous improvement across Contract Logistics functions.

Essential Duties and Responsibilities:

• Provide visionary leadership to multiple teams, aligning departmental objectives with the organization's strategic goals and core business values.
• Oversee the development and implementation of performance management frameworks, including quarterly reviews and long-term growth plans for all team members.
• Establish clear delegation protocols and drive collective achievement of business targets through cross-functional collaboration.
• Cultivate and strengthen relationships with executive-level clients, internal stakeholders, and external customers, ensuring alignment and satisfaction across all touchpoints.
• Lead talent management initiatives by mentoring, coaching, and counselling employees, and ensuring high-performance standards across the organization.
• Direct the work of multiple functional teams, ensuring successful delivery of complex projects and achievement of operational milestones.
• Apply advanced emotional intelligence and conflict resolution strategies to manage escalations and foster constructive outcomes for both internal and external stakeholders.
• Champion an inclusive and progressive workplace culture, developing programs that enhance employee morale, engagement, and retention.
• Design and implement comprehensive training and leadership development programs to enhance workforce skills and organizational value.
• Set and communicate operational strategy, vision, and tactical direction to drive successful execution of large-scale programs.
• Oversee compliance with customer agreements, SOPs, and IOPs.
• Develop and maintain executive-level customer relationships, proactively identifying opportunities for improvement and resolving dissatisfaction.
• Lead contingency planning and crisis management efforts, ensuring robust operational support and business continuity.
• Establish and review key performance indicators (KPIs) at a strategic level, leveraging data to drive continuous improvement and operational excellence.
• Travel minimum 25%

Qualifications:

• Excellent interpersonal and communication skills.
• Previous experience in supply chain, transportation, or distribution required.
• Ability to establish and maintain effective relationships with management staff, employees, and service providers.
• Exceptional problem-solving skills and proven experience of relationship management through business change and growth.
• Strong analytical and organizational skills.
• Extremely proficient with MS Office programs and strong overall system skills (YMS, TMS, WMS).
• Strong leadership is attributed with the ability to drive performance across a diverse team of associates in an operation environment.
• Strong development, training, and coaching skills. Ability to nurture growth and develop a strong bench.
• Financial and analytical acumen in the areas of operations, cost management, pricing, and volume management
• Superior customer service skills and the ability to build strong relationships with clients directly.
• Strong values and a bias for action in decision-making. Candidate must possess solid decision-analysis skills including cost/benefit analysis, investment NPV and break-even analysis.

Education or Experience:

• Bachelor's degree (BA/BS.) from four-year college or university; or equivalent combination of education and experience.
• Master’s degree preferred and higher degree of education.
• 10+ years of experience in distribution and logistics industry, preferably with a diversity of experiences in manufacturing, transportation, distribution/warehousing, and sales management.

Company Benefits:
Medical
Dental
Vision
401k + Company Match
Employee Assistance Program
Paid Time Off
Flexible Work Schedules (when possible)
And more!

Pay Range:
$130,000-$150,000

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

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.