CX Manager Bangladesh

About Maersk
A.P. Moller - Maersk is a global logistics company whose purpose is “Improving life for all by integrating the world”. We are committed to an industry-defining digital transformation that will revolutionize global trade, and this will require a team that both understands and can lead the way in world class service and operations. Do you see yourself enjoying lots of opportunities to collaborate with colleagues around the globe, expanding your skills in an atmosphere that prioritizes employee growth and being a part of an inspiring work environment? Then join us as we reinvent the future of integrated logistics.
Role Purpose
The Country Manager – Customer Experience (CX) for Bangladesh is accountable for leading and delivering an exceptional, consistent, and scalable customer experience across all customer segments and products in the country.
The role ensures proactive customer support, operational excellence, strong people leadership, and tangible contributions to customer satisfaction, retention, growth, and profitability—fully aligned with Area and global CX strategies. This role reports to Area Head of Customer Experience

Key Responsibilities

1. Drive Country CX Strategy & Outcomes (Bangladesh)

• Lead and execute the Country CX strategy for Bangladesh, aligned with Area CX priorities and global CX objectives.
• Ensure proactive customer support and issue resolution across all CX teams, engagement models, and products in scope.
• Drive a seamless end‑to‑end customer experience through strong cross‑functional collaboration (Sales, Operations, Product, Finance, GSC).
• Own, maintain, and periodically test Business Continuity Plans (BCP) for critical customer processes across Ocean and Logistics & Services.
• Act as the senior CX representative locally, championing customer advocacy and experience excellence.

2. Build & Sustain a High‑Performing CX Organization (Bangladesh)

• Design and maintain the Bangladesh CX organizational structure, aligned with Area design principles and the global CX blueprint.
• Lead, coach, and develop the Country CX leadership team, ensuring strong performance management and succession planning.
• Ensure CX teams are:
  • Fully trained on global CX standards
  • Appropriately aligned to customer segments and engagement models (Integrated vs Direct Transport)
• Build a future‑ready CX organization with:
  • Strong local market, product, and regulatory knowledge
  • Balanced functional, operational, and commercial capabilities
  • Ability to deliver customer value efficiently across all “By Maersk” models
• Drive employee engagement, capability development, retention, and diversity across Bangladesh CX teams.

3. Deliver on Country Growth & Profitability

• Drive up‑sell and cross‑sell initiatives across customers and supply‑chain partners, in line with global governance and compliance policies.
• Actively monitor and manage volume trends, customer churn, and conversion of new and incremental business.
• Partner with Sales and Product teams to protect existing revenue, accelerate growth, and improve cost‑to‑serve.
• Own and manage the CX operating expense budget for Bangladesh, delivering productivity and efficiency targets.

4. Stakeholder Management

Internal Stakeholders

• Area CX Leadership Team
• CX Excellence & CX Enablement (CEN)
• Global Service Centers (GSC)
• Bangladesh Sales, Product, Operations, Finance & Delivery teams

External Stakeholders

• Customers across segments and industries
• Customers’ partners (vendors, transporters, supply‑chain partners)
• Local regulatory and port authorities in Bangladesh, customs entities, and ecosystem partners (as applicable)

Key Accountabilities & KPIs

Shared (with Area CX Leadership Team)

• Country NPS & CSAT
• Customer churn
• Cost‑to‑serve and productivity vs budget
• Customer segment quality metrics
• Case and order handling timeliness & quality

Individual Accountabilities (Bangladesh)

• CX team engagement and performance
• Customer retention and satisfaction in Bangladesh
• Employee engagement, talent development, and leadership pipeline
• CX operating expense control
• Delivery of productivity and efficiency improvements

Critical Competencies

Leadership & Strategy

• Proven ability to lead and develop large CX organizations
• Strong coaching, influencing, and change‑leadership capability
• Ability to execute strategy in a dynamic, developing market context

Business & Commercial Acumen

• Experience managing cost‑to‑serve, productivity, and profitability
• Strong understanding of customer value, retention, and growth levers

Customer & Stakeholder Orientation

• Strong senior‑level customer relationship management skills
• Ability to influence across a complex, matrix organization
• Resilience and decision‑making in high‑volume, operational environments

Experience & Qualifications

• 10+ years’ experience in Customer Experience, Operations, or Commercial leadership roles
• Proven track record leading CX or service organizations in logistics, supply chain, shipping, or complex service industries
• Experience working in South Asia or emerging markets preferred
• Strong people leadership and transformation experience

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

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