Country Customer Experience Manager at Maersk

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