Country Customer Experience Manager Full-Time

The Maersk Group is hiring a Country Customer Experience Manager – Mozambique & Hinterland, in Beira, Sofala.

Objective

We are currently looking for a Customer Experience Manager to drive continued business growth by digitizing customer journeys, stabilizing overall performance, improving controls, and developing our people.

Responsible for building a high performing and engaged Single Carrier Customer Experience (CX) team focused on delivering a superior customer experience within our integrator strategy. Ensure that we deliver as promised to our customers and achieve established business targets. Supervision of operational procedures and commercial activities, in line with regulations.

Key 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.

 Who we are looking for

• 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.

How to Apply

Send your resumes to: https://bityli.com/VCLCbT

Application Deadline: 11/04/2022