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The Customer Experience Manager is responsible for leading a team that delivers exceptional service to customers post-onboarding within the Maersk environment. This role oversees end-to-end customer service operations and drives continuous improvement, ensuring a consistent and seamless customer journey across various touchpoints.
Key Responsibilities:Lead and manage a team responsible for:
Customer channel and case management
Customer onboarding and relationship building
Contract and dispute resolution
Escalation handling and issue resolution
Provide leadership with full people management responsibilities, including:
Hiring, coaching, and mentoring
Performance management and pay reviews
Talent development and succession planning
Contribute to the strategic direction and execution of business and operational initiatives by:
Developing and implementing policies, procedures, and best practices
Aligning team goals with broader organizational objectives
Driving efficiency, customer satisfaction, and service excellence
Solve problems and make decisions by choosing from established alternatives within the area of expertise
Ensure task prioritization, resource allocation, and performance tracking for timely completion of deliverables
Lead process improvements and change management initiatives within the customer experience function
Bachelor’s degree in business administration, Logistics, or a related field
Minimum of 10 years of experience in customer service, including at least 5 years in a people management role
Background in the shipping and logistics industry is added value.
Proven ability to manage teams in a dynamic, high-volume environment
Exceptional communication, presentation, and storytelling skills
Strong problem-solving, negotiation, and conflict resolution abilities
Demonstrated adaptability, innovation, and result-oriented mindset
Ability to drive continuous improvement and foster a culture of customer-centricity
Effective leadership in managing cross-functional teams and navigating complex issues
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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