Integrated Customer Experience Manager –Lifestyle, FMCG & Technology needed at Maersk Line

KEY RESPONSIBILITIES:

• Deliver an Integrated Customer Experience that uniquely matches the vertical(s) portfolio
• Ensure the Integrated Customer Experience Team drives proactive customer support and issue resolution for seamless customer experience in cross-functional teams, and across all products in scope
• Accountable for owning, creating, maintaining, and testing a business continuity plan for critical customer processes in Ocean and L&S (Logistics & Services)
• Develop and sustain a capable Integrated Customer Experience Organization
• Ensure the team is structured and rightsized for successful delivery on customer and business needs
• Leading, directing, and coaching Integrated Customer Experience Consultants to enable their development
• Ensure Customer Experience teams are trained according to global standards, and have an in-depth understanding of customer-specific SOPs
• 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 of all ‘By Maersk’ models
• Regular periodic connect with GSC (Global Service Centre) team leaders on performance, planning, and people
• Delivery of Integrated Customer Experience growth and profitability plans
• Up- and cross-sell to all customers, and their supply chain partners (where relevant), following global policy
• Monitor and manage volume trajectory to support business planning (ROFO Budget)
• Drive a mindset of continuous improvement
• Drive a mindset of quality work
• Travel will be expected
• Be a change agent for system rollouts and implementations as well as other initiatives that impact people and business

WHO WE ARE LOOKING FOR:

Someone with:

• At least 5 years’ experience leading a high-performing team in the Logistics / Supply Chain industry
• Ability to lead large teams with diverse customer portfolios
• Relevant experience in customer experience/order management with a customer-led mindset
• Ability to establish senior business relationships with customers and their supply chain partners
• Broad knowledge of supply chain strategy and execution in a global business environment
• Ability to lead, coach, and motivate teams towards a shared vision with clear goals
• Analytical, and continuous improvement mindset