Customer Experience Manager

Role Overview

• Deliver an Integrated Customer Experience that uniquely matches the vertical(s) portfolio
• Map synergies across managed Vertical(5) and lead teams to identify and execute consultative initiatives addressing specific customer needs served by Maersk.
• Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&5.
• Develop and sustain a capable Integrated CX Organization
• Leading, directing and coaching CX team leaders, and monitoring / managing that CX teams are coached and supported to enable their development
• Ensure CX teams are trained in accordance with global standards, and have 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
• Deliver on Integrated CX growth and profitability plans
• Up
• and 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
• Accountable for/ Consulted about Customer satisfaction across Vertical portfolios
• Retention and growth of local Booster accounts
• Executing growth plans (up
• and cross-selling and fast-tracking implementations).
• Vertical portfolio volume forecasting (for resource planning)
• New opportunities and product growth.

Requirements

• 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.

Benefits

• This is an exciting career opportunity in an international, challenging business setting known for diversity and 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.