Customer Experience Manager - Lifestyle Vertical

Job description

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility and continuously setting new standards for efficiency, sustainability, and excellence. At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics. Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk A. WE OFFER This is an exciting career opportunity in an international, challenging business setting known for diversity and being a 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. B.

JOB SUMMARY

The core purpose of this role is to deliver a customer satisfaction solution, continuously identifying both operational and financial process improvements in order to meet or exceed Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS). This role further engages closely with team members and key stakeholders to optimize the profitability of their customers and increase the employees' engagement level.

C.

JOB RESPONSIBILITIES

1/ Expectations from the Role : Client & KPI Performance: Drive team execution to meet or exceed agreed individual customer KPIs, Key Customer Experience Index (KCXI) targets, and Customer Satisfaction and Loyalty Survey (CSLS) goals.

Relationship & Growth

Build strong rapport with key clients and internal stakeholders; coach and encourage team members to identify and drive upselling opportunities.

Operational & Financial Efficiency

Achieve productivity targets, optimize service delivery costs, and complete regular CM1 financial reviews within required deadlines.

People & Team Leadership

Conduct timely performance appraisals and establish personal development plans for all direct reports in alignment with the Head of Lifestyle Customer Experience.

Resource Management

Manage workforce planning and coverage to maintain seamless customer service during holiday and leave periods.

Culture & Reporting

Consistently model company values and deliver ad-hoc business reports within agreed timelines. 2/ Key Performance Indicators (KPIs): Service Delivery: Service quality and response speed aligned with agreed client SLAs.

Customer Loyalty

Customer Retention Rate, KCXI scores, and CSLS results.

Growth & Efficiency

Upselling leads generated and process improvement initiatives delivered.

Team & Engagement

Employee Engagement Survey (EES) performance and team development completion. D.

JOB REQUIREMENTS

1/ Qualifications & Experience: Education: Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related major.

Work Experience

Have around 8 years of total work experience with a minimum of 5 years of experience in team leadership or supervisory roles.

Industry Focus

Proven track record of success in a fast-paced environment with a strong desire to build a long-term career in global transport and logistics.

Mobility & Global Mindset

Inclusive, international mindset with willingness to travel as required.

Language & Technical Skills

Excellent written and spoken English (proficiency in Chinese is a plus); proficient in Microsoft Office (Excel, Word, PowerPoint). 2. Key Competencies & Soft Skills Stakeholder & Relationship Management: Strong customer-facing skills with an ability to influence, collaborate, and thrive across a flexible matrix organization.

Communication & Presentation

Skilled in communicating and presenting effectively to diverse, multicultural audiences and senior leadership.

Execution & Problem Solving

Proactive, organized under pressure, and driven to resolve complex issues with urgency and persistence.

Leadership Approach

People-oriented leader capable of driving results through strategic vision, prioritization, and leading without authority. 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.

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