Head of Technology & Electronics CX

Job Description

Maersk is a global leader in integrated logistics and has been 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 organisation 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.

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.

Key responsibilities:

Deliver an Integrated Customer Experience that uniquely matches the Technology & Electronics vertical portfolio

• Map synergies across Technology & Electronics Vertical and lead teams to identify and execute consultative initiatives addressing specific customer needs served by Maersk.
• Ensure Integrated CX drives proactive customer support and issue resolution for seamless customer experience in cross-functional teams, and across all products in scope
• Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S.

Develop and sustain a capable Integrated CX Organization

• Organize, and group, teams dedicated Technology & Electronics Vertical with regular flows of business irrespective of sales control.
• Leading, directing and coaching CX team leaders, and monitoring / managing that CX teams are coached and supported to enable their development.
• Build teams with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely and cost efficiently maximize customer value across multiple products.
• Transform Technology & Electronics Vertical CX teams to develop the core competencies towards customer centric and consultative skills.
• Regular periodic connect with GSC team leaders on performance, planning and people.

Deliver on Integrated CX growth and profitability plans

• Cross-sell to all customers, and their supply chain partners (where relevant), in accordance with global policy
• Actively monitor and manage volume trajectory to support business planning (ROFO), and expedite new and additional business conversion
• Ensuring we profitable serve and grow LNS business in a cost-effective way.

Strive for the development and enablement for Area Business Plan

• As a core leadership team to contribute and drive for the ABP and business outcome. Grow Chinese customer end-to-end in their global footprint.

Enable Chongqing Site employee engagement as well as Business growth in and out of Chongqing.

• As Chongqing office manager, motive employees across functions to work and grow in Maersk. Contribute to business development by establishing and leveraging the local resources as well as authorities.

Who we are looking for:

• Minimum 8 to 10 years of relevant experience in transportation & logistics, customer service or commercial function with at least 5 years of leadership & management positions.
• Ability to lead large teams with diverse customer portfolios.
• Lead in customer experience / order management with customer-led mindset.
• Establishing senior business relationships with customers and their supply chain partners.
• Broad knowledge of supply chain strategy and execution in global business environment.
• Ability to lead, coach and motivate teams towards a shared vision with clear goals
• Balance expertise in customers’ pursued goals and Maersk business priorities to arrive at win-win outcomes.
• Preferred location is Chongqing.

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 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.