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The Maersk is hiring a Country Customer Experience Manager, for Beira.
Responsibilities
- Ensure CX drives proactive customer support and issue resolution for a seamless customer experience across all products in scope;
- Mobilize stakeholders, including vendors and across functions, to take necessary actions improve CX according to strategy;
- Ensure that the CX team have the right capabilities to support our customer needs;
- Build team with strong knowledge of local products and services and with mixed competencies (functional and commercial), who can timely and cost efficiently deliver on all products;
- Ensure CX teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus;
- Ensure CX adheres to the standard processes and customer specific IOP’s;
- Ensure tools, applications and recommended processes are used within the team;
- Develop our people to run and transform the business, through focused coaching and development interactions;
- Manage CX performance, through standard work for leaders;
- Ensure CX teams contributes with revenue assurance/cost efficiency/growth within its area of influence.
Requirements
- At least 5 years experience in managing a Customer Experience team within Shipping, Logistics and Services industry;
- Leadership skills;
- Stakeholder management;
- Business acumen;
- Improving customer experience while keeping delivery and support activities cost efficient;
- Strong knowledge of local port, logistics operations and systems;
- Cost consciousness;
- Strong knowledge of local logistics operations and infrastructure, competition and systems;
- English and Portuguese languages required.