Ocean Customer Experience Manager - UAE SAU

Job Description

Has responsibility for all customer facing activities and for providing
a consistently high quality experience for new and existing customers
in a small/medium size cluster.

Job Summary:

The Customer Experience Manager – Ocean is responsible for establishing and delivering integrated customer experience capabilities within the Ocean product scope. The role leads customer experience teams, drives proactive customer support, and ensures seamless delivery across cross‑functional teams and products, while supporting growth, retention, and customer satisfaction across assigned vertical portfolios.

Key Responsibilities:

• Maintain a pro-active approach on Customer Engagement at Leadership level, by offering suggestions / solutions to move up the value chain
• Overall Delivery of Services to exceed expectation resulting in Customer Delight
• Display strong leadership skills, be able to lead, motivate and engage the direct reports/ larger team that leads to world class employee engagement and staff retention.
• Manage the overall Implementation of BCP Framework and help perform BCP mock drills.
• Operational Excellence (OPEX) as a way of life in Execution.
• Work with GSC Managers, Area CS Manager, & Centre to ensure KPI’s are met consistently.
• Work closely with the migration team in taking on the newly migrated task and to establish KPIs for new business off shored.
• Identifying adhoc customer requirements / exceptions and ensure that the feasible requirements are fulfilled with a sense of urgency
• Develop and sustain effective Business relationships with customers in order to build a strong sense of confidence in customers
• Develop and maintain tools for monitoring performance & deliverable of processes.
• Support / Coach / Encourage and motivate team members for better performance and personal growth.
• Customer Centricity at the core of what is being done to ensure High NPS in line with targets
• Take full responsibility for the customer experience regarding import and export activities, ensuring compliance with internal procedures
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency

Required Skills:

• Knowledge of shipping, logistics, and freight forwarding
• Effective communication and coordination
• Strong stakeholder management
• Problem-solving and decision-making skills
• Ability to manage pressure and multitask
• Familiarity with booking tools, CRM, or ERP systems
• Experience leading teams, preferably large or leader-of-leaders groups

Experience & Qualification:

• Graduate degree from university with a degree in logistics and/or business administration
• Minimum 12+ years relevant experience of BPO, logistics or shipping with minimum of 5 years in a leadership position
• Experience working in a global business environment, including cultural aspects
• Proven stakeholder management experience and exposure to senior leadership, effective communication skills ensuring clear, direct and appropriate communication at multiple organizational levels
• Highly result oriented, ready to take challenges/collaborate with cross functional teams and able to work under pressure
• Capacity to handle change, stay open to different ideas and support for positive change
• Understand work in an agile manner, High analytical / problem-solving skills
• Strong Process and people leadership skills
• Proactive leader with customer service mindset
• Large scale improvement (standardization and process capability) implementation experience

Why Join Us:

• Opportunity to work in a fast-growing logistics environment
• Exposure to global shipping operations
• Career growth and leadership opportunities

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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