Customer Experience Manager

As a Customer Service Manager, you will take responsibilities to deliver a customer satisfaction’s solution, continuously identifying both operational and financial process improvements in order to meet or exceed Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS).
You also further engages closely with team members and key stakeholders to optimize profitability of their custom-ers and increase on Employee Engagement Survey (EES).
You also
• Holds the primary responsibility for customer retention and for identifying upsells opportunities to custom-ers.
• The first point of escalation on complaint resolution and claims handling
• Deliver to result as per your manager tasks assigned

1. Develop Strategy

• Create customer loyalty

• Continuously driving productivity improvements in the end-to-end process

• Improve profitability by continuously driving costs out of the customer services activity and maximising income opportunities

• Seek for upselling opportunity

• Monitor volume growth and CFS ratio

2. Customer Focus

• Ensure that solutions are clearly defined within the customer’s SOP and understood by the team members with up-to-date IOP

• Ensure that the client SOP remains updated and consult with the client program manager (CPM) to adjust it to improve the process.

• Identify any scope creep and advise both the Customer Experience Manager and the CPM in order to address with customers

• Ensure that client KPI’s are achieved as per target

• Where appropriate, utilise individual customer KPI’s to ensure that the highest levels of customer excellence are achieved throughout the Multi-Carriers Customer Facing Team

• Assist CPM by identifying and implementing business development opportunities

• Identify and propose customer experience improvements and service deliverables

• Own the customer experience provision and continually improve its delivery

• Develop and maintain effective relationships with customers, key stakeholders

• Proactively assist with customers’ implementations

• Meet /conference call with the key client manager (KCM)/ client program director (CPD)/sales team members / customers to review performance/ KPI a monthly basis

3. Team Leadership

• Engage with team members based on the Maximizing Performance, Alignment & Career Growth of our Talent (MPACT) program.

• Create appropriate personal development plans for reports, addressing any training requirements

• Drive best practice sharing within the team.

• Ensure that reports are aware that it is part of their responsibilities to bring forward customer improvement suggestions and actively drive this process during team reviews

• Drive a constant review of work processes, implementing improvements and outsourcing relevant activities to the GSC

• Regularly have coaching and feedback

• Visual Management Board monitoring

4. Financial Control

• Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)

• Record unrecoverable costs (waived charges) properly and timely manner based on the approval authority matrix.

• Propose process changes to remove unrecoverable costs (waived charges)

• Develop and maintain effective relationships with key stakeholders

5. Resource Planning

• Prepare for the backup system and manage workloads between teams.

• Identify additional team capacity and discuss with the Customer Experience Manager to assist in departmental workload management

• Values

• Drive the Company values within the teams and act as a role model in their application

6. Other responsibilities

• Assist the Manager with process reviews

• Drive effective process or systems implementations or projects

• Ad hoc projects/tasks as agreed with your manager

• Travel to the extent required

• Meet customers/visitors

C. WE ARE LOOKING FOR

1. General Requirements:

• Bachelor’s degree in Business or other relevant majors with at least 6 years of work experience. Have at least 2 years of experience in leadership roles.

• Track record of success in a fast-paced environment.

• Ambition and drive to excel together with others.

• An international mindset and inclusive behaviour.

• Ardent desire to pursue a long-term career in transport and logistics.

• An excellent command of spoken and written English. (Chinese is plus)

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

• Well-organized when working under pressure

• Proactive and exhibits excellent problem-solving capabilities

2. Relationship Management

• Have great customer-facing and interaction skills.

• Ability to work and thrive in a flexible matrix organization with a focus on networking & active collaboration

• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment

• Good influencing skills

• Stakeholder management

• People-oriented: can take care of the employee who generates the result for the company

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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