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  • Posted: Jul 20, 2021
    Deadline: Jul 31, 2021
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  • The Maersk Group is a worldwide conglomerate and operates in some 130 countries with a workforce of over 89,000 employees. In addition to owning one of the world’s largest shipping companies, Maersk is involved in a wide range of activities in the shipping, logistics, and the oil and gas industries.
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    Country Customer Experience Manager

    Ref.: MA-279083

    Job Description

    • We are looking for a highly engaged and inspirational leader for Maersk Nigeria to deliver customer outcomes through an efficient & effective country CX organization.
    • The role ensures the achievement of digitization, while setting the roadmaps for transformation and setting strategic vendor relationships.
    • We need a leader who can passionately drive the team’s commitment to customer satisfaction. Are you the one we are looking for?

    Key Responsibilities

    • Intensify the digitization footprint of customer experience in Nigeria
    • Provide leadership for country CX drives on proactive customer support and issue resolution
    • Set and maintain strategic vendor relationships
    • Mobilize stakeholders, including vendors and across functions, to take necessary actions improve CX according to strategy
    • Lead physical product delivery, incl. issue resolution towards the customer
    • Develop network for unique intermodal set ups via rail heads or supplier collaboration, JVs etc. in the country
    • Develop and sustain a capable CX organization through coaching and development
    • 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 country CX teams are trained in accordance with global standards, and individual customer service approaches
    • Lead a highly engaged team committed to customer satisfaction
    • Amplify performance tracking through tools, applications and recommended processes within the team
    • Enable a strong talent bench and coaching for direct reports and CX team
    • Manage performance and ensure targets are met
    • Ensure country CX teams contributes with revenue assurance/cost efficiency/growth within its area of influence.
    • Ensure we maintain an efficient team across country and GSC.
    • Legal compliance related to Customs regulations

    We Are Looking For

    • Minimum 8-10 years experience in Customer service/experience or commercial leadership role
    • Improving customer experience while keeping delivery and support activities cost efficient
    • Sound knowledge of logistics operations and systems
    • A deep understanding of logistics operations and infrastructure, competition and systems
    • Strong execution. Proven track record in developing and executing multiple business objectives simultaneously
    • An agile stakeholder manager and connector
    • Strong influencing skills with a collaborative work-style, fostering cooperation and teamwork (inside own team and within the broader organisation)
    • Self-driven, results-oriented with proven track record in sales and leadership
    • Strong passion for Maersk Line and the success of our customers.
    • Strong networking skills
    • Inspirational and ambitious leader with high energy. Ability to lead and coach teams in an engaging and motivating environment
    • Ability to positively influence colleagues outside direct report scope
    • Positive and dynamic personality with excellent interpersonal skills
    • Fluent communication skills in English

    We Offer

    • A chance to work with industry's most reputed organization in a high visibility leadership role.
    • At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs.
    • We are proud of our diversity and see it as a genuine source of strength for building high performing teams

    Method of Application

    Interested and qualified? Go to MAERSK on jobsearch.maersk.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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