Subject Matter Expert Lead – Ocean Digital Solutions

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day?

We are hiring a Subject Matter Expert Lead who will be responsible for driving the overall digitalization strategy for Ocean solutions, with a strong focus on enhancing and streamlining the customer experience. This includes expanding and promoting self-service offerings to customers, driving adoption, and providing structured feedback to global functions to inform future development. The role will support the South Africa and Islands (SAI) Area in guiding customers through the onboarding journey onto self-service features and channels, while also ensuring high standards of customer data quality and compliance within the Customer Master Data (CMD) platform which serves as the single source of truth across all entities within the APMM Group.

WHAT WE OFFER:

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

KEY RESPONSIBILITIES:

• In conjunction with Area Customer Experience (CX), organize and deploy digitalization/self-service strategy in the area including the definition or target customers and delivery mechanisms (Workshops, Campaigns, etc.).

• Own the pipeline visibility across Digital products (Web, App, EDI, etc.).

• Flag and drive actions on Digital outliers and ensure actions are taken by respective CX teams.

• Support CX teams with training and capability building across our Digital offering.

• Feed relevant global stakeholders with requirements and feedback around our Digital Solutions.

• Act as Local Anchor for Digital related deployments (e.g. SIB, E Payments, etc.)

• Support local enquiries related to any customer master data activities or challenges.

• Handle exceptions according to business rules and CMD SOPs.

• Maintain top-notch data quality in CMD and ensure data compliance with global, region, and country standards.

• Analyse and identify areas of improvement, and support implementation of changes/improvements in CMD.

WHO WE ARE LOOKING FOR:

• A relevant tertiary qualification highly preferred

• At least 3 – 5 years’ experience digitally interfacing with customers in an e-commerce / B2B environment

• Proven experience anticipating and providing digital and technological support to customer needs by prioritizing the end-to-end customer experience

• Digitally driven with a focus on customer solutions

• Excellent understanding and focus on customer experience

• Ability to articulate the value of different digital solutions

• Results driven combined with the ability to achieve results through people

• Proven experience using data analytics tools to drive insights and decision-making

• Continuous improvement mindset with a proactive approach to problem-solving and automation

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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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