Maersk Line recruits 01 Country Customer Experience Manager – MOZAMBIQUE & HINTERLAND
Maersk Line
Beira, Mozambique
Transports et logistique
Country Customer Experience Manager – MOZAMBIQUE & HINTERLAND
MZ – Beira
Opportunité
We are currently looking for a Customer Experience Manager to drive continued business growth by digitizing customer journeys, stabilizing overall performance, improving controls, and developing our people.
Responsible for building a high performing and engaged Single Carrier Customer Experience (CX) team focused on delivering a superior customer experience within our integrator strategy. Ensure that we deliver as promised to our customers and achieve established business targets. Supervision of operational procedures and commercial activities, in line with regulations.
KEY RESPONSIBILITIES
Ensure CX drives proactive customer support and issue resolution for a seamless customer experience across all products in scope
Mobilize stakeholders, including vendors and across functions, to take necessary actions improve CX according to strategy
Ensure that the CX team have the right capabilities to support our customer needs
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 CX teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus
Ensure CX adheres to the standard processes and customer specific IOP’s
Ensure tools, applications and recommended processes are used within the team
Develop our people to run and transform the business, through focused coaching and development interactions
Manage CX performance, through standard work for leaders
Ensure CX teams contributes with revenue assurance/cost efficiency/growth within its area of influence
WHO WE ARE LOOKING FOR
At least 5 years experience in managing a Customer Experience team within Shipping, Logistics and Services industry
Leadership skills
Stakeholder management
Business acumen
Improving customer experience while keeping delivery and support activities cost efficient
Strong knowledge of local port, logistics operations and systems
Cost consciousness
Strong knowledge of local logistics operations and infrastructure, competition and systems
English and Portuguese languages required.POSTULER