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Integrated Customer Experience Manager

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A.P. Moller - Maersk

3d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Logistics
  • Rotterdam
  • Quick Apply

AI generated summary

  • You must be passionate about customer success, empathic, and a great collaborator. Strong English and Dutch/German skills are essential. Experience in Special Cargo is a plus; leadership skills preferred.
  • You will coach and develop your team, enhance customer experience, drive performance metrics, and foster a commercial mindset while embodying company values.

Requirements

  • We are looking for someone who has a passionate personality and who has an obsession for customers and people.
  • Takes energy from lifting others and helping them to be successful
  • Is empathic and can inspire others to follow her/his lead
  • Is able to translate vision and strategy into action
  • Is a great collaborator feeling comfortable working together with different characters and hierarchy levels
  • Would love to embark on a journey together with a group of colleagues who support and challenge each other to become better every day
  • Excellent English and Dutch/German language skills
  • Experience in Special Cargo/Project Logistics is preferred but not compulsory.
  • Proven ability to resolve complex situations
  • Comfortable with ambiguity and able to think operationally and strategically.
  • Direct or indirect leadership skills is a plus

Responsibilities

  • Coaching and development:
  • Support and coach team members on a day-to-day basis to motivate them and elevate their capabilities to manage customer experience
  • Develop team member competencies in Ocean, Supply Chain Management & Special Cargo.
  • Integrate and reconcile personal goals of your team members with the organizational goals.
  • Act as CARE emotional competencies trainer and champion
  • Conduct periodic performance review sessions with team members and regular 1on1 focusing on personal development and growth
  • Inspire continuous improvement mindset within the team
  • Customer experience:
  • Be an ambassador for our customers and share best practices and knowledge with your team members to improve the same.
  • Act as subject matter expert on Special Cargo/Project logistics operations within the North European Continent Area
  • Drive the vision of offering e2e logistics services and help our company to grow
  • Own customer feedback via different channels and initiate conversations with relevant stakeholders on how to improve together
  • Establish relationships with our customers’ management teams to strengthen our footprint with them.
  • Drive e2e digital self service within the focus customer segments
  • Performance:
  • Develop objectives and related KPI’s together with your team that serve our company vision and strategic priorities
  • Monitor team performance against the objectives set, alleviate issues and empower your team members to take actions to deliver them
  • Alleviate issues and serve as an escalation point
  • Build a team of highly engaged, knowledgeable, diverse and passionate colleagues
  • Instill a commercial mindset in the team to take advantage of daily interactions for the benefit of Maersk.
  • Values:
  • Always behave in a manner consistent with and loyal to the A.P. Moller-Maersk values

FAQs

What is the role of the Integrated Customer Experience Manager?

The Integrated Customer Experience Manager is responsible for leading and developing a team to ensure exceptional customer service, supporting global supply chains, and driving the company's vision of becoming the global integrator of container logistics.

What qualifications are required for this position?

The position requires strong leadership skills, excellent English, and Dutch or German language skills. Experience in Special Cargo/Project Logistics is preferred but not compulsory.

How many team members will I be managing?

You will be managing a team of around 12 people.

What is the focus of the customer experience initiatives?

The focus is on helping customers achieve their goals, improving customer satisfaction, and offering end-to-end logistics services.

What kind of training and development opportunities are available?

There are excellent training development opportunities and global career prospects available for employees.

What skills are important for this role?

Important skills include the ability to inspire and coach team members, strong problem-solving and communication skills, and the ability to translate vision and strategy into actionable objectives.

Is experience in Special Cargo/Project Logistics mandatory?

No, experience in Special Cargo/Project Logistics is preferred but not compulsory.

What is the company’s approach to diversity and inclusion?

Maersk is committed to a diverse and inclusive workplace, embracing different styles of thinking and welcoming applicants from all backgrounds.

Will I have the opportunity to interact with customers?

Yes, you will establish relationships with customers’ management teams and act as an ambassador for our customers.

How does Maersk support employee needs during the hiring process?

Maersk is happy to support needs for adjustments or accommodations during the application and hiring process.

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A.P. Moller - Maersk

Transportation
Industry
10,001+
Employees

Mission & Purpose

Maersk is a global leader in integrated container logistics, providing comprehensive shipping and supply chain services. The company specialises in container shipping, port operations, and supply chain management, helping businesses around the world move goods efficiently and reliably. Maersk's ultimate mission is to simplify global trade and make it more sustainable, enabling businesses to connect with markets across the globe. Their purpose is to drive the global economy forward by offering seamless, end-to-end logistics solutions that reduce complexity, increase efficiency, and promote environmental sustainability in international trade.