Head of Italy Integrated Customer Experience

Job Description

As Head of Italy – Integrated Customer Experience, you will be responsible for leading the Italian Integrated Customer Experience organization at Maersk, ensuring exceptional service delivery across the full end-to‑end customer journey.

You will guide and develop a team of managers and specialists, driving performance, productivity, customer satisfaction and continuous improvement. Your mission will be to elevate the customer experience, strengthen engagement, and embed a strong Lean mindset across the entire country structure.

💼 Key Responsibilities

Leadership & People Management

• Lead, inspire and develop the Italian managers and their teams, fostering high performance and a collaborative culture.
• Build strong people engagement, ensuring clarity, feedback, coaching and talent development.
• Create an environment that promotes ownership, accountability and continuous learning.

Customer Experience & Service Excellence

• Ensure a seamless, integrated customer experience across all touchpoints in alignment with Maersk’s global standards.
• Monitor and improve key customer satisfaction metrics, including NPS (Net Promoter Score) and customer effort indicators.
• Strengthen customer-centric behaviors and service mindset across the team.

Operational Performance & Productivity

• Oversee operational performance, ensuring adherence to service KPIs, SLAs, workload balancing and efficiency targets.
• Drive productivity through data-driven decisions, forecasting and resource optimization.
• Ensure accurate and timely reporting on performance, service levels and customer outcomes.

Continuous Improvement & Lean Culture

• Promote a Lean approach, identifying process gaps, waste reduction opportunities and simplification initiatives.
• Lead and support Kaizen/Lean projects to enhance service quality and operational consistency.
• Collaborate cross-functionally to streamline processes and elevate best practices.

🎯 Who We’re Looking For

• Proven experience leading Customer Service / Customer Experience teams at managerial level, preferably in logistics, supply chain or service-driven environments.
• Strong people leadership skills, with experience managing leaders/managers.
• Solid understanding of customer experience metrics, especially NPS, and how to translate insights into action.
• Strong analytical mindset with experience in data-based decision making and performance reporting.
• Experience in Lean methodologies (Lean certifications are a plus).
• Excellent communication, stakeholder management and problem‑solving abilities.
• Fluent in English and Italian

✨ What We Offer

• The opportunity to lead a strategic function within a global, industry-leading organization.
• A dynamic and international environment focused on innovation, customer excellence and professional growth.
• The chance to shape the future of the customer experience in Italy, supporting Maersk’s integrator strategy.

📬 Ready to Make an Impact?

If you’re a passionate leader who thrives on driving customer excellence and developing high-performing teams, we’d love to hear from you!

➡️ Apply now and help us deliver a world‑class customer experience

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.

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