Maersk Line recruits 01 Country CX Manager
Ouagadougou, Burkina Faso
Country CX Manager – Burkina Faso
BF – Ouagadougou
Would you like to be part of a value driven, commercially oriented international environment where we enable global trade every day?
As the Country Customer Experience Manager for Burkina Faso, you will be responsible for implementing the Maersk Security Commit rule throughout the organization, delivering customer outcomes, and will be taking responsibility for delivering a superior customer experience.
You will ensure the achievement of established business targets and build a high performing team through effective leadership and coaching.
WHAT WE OFFER:
When you join Maersk, you will find that the world is your workplace. You will work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us, teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.
Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through constant care and humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.
Drive Customer Service functional outcomes
Ensure country CX drives proactive customer support and issue resolution for a seamless customer experience across all products in scope
Engage stakeholders to take necessary actions to improve CX according to strategy
Execute on physical product delivery, incl. issue resolution towards the customer
Develop a network for unique intermodal setups via rail heads or supplier collaboration, Joint Venture, etc. in the country
Develop and sustain a capable CX organisation
Build a team with strong knowledge of local products and services and leverage their diverse competencies to ensure timely and cost efficient delivery on all products
Tailor customer service approaches in accordance with customer segment focus
Ensure country CX teams are trained in accordance with global standards; coach and support them to enable continuous development
Manage team’s performance and ensure targets are met
Drive Cost to Serve
Ensure country CX teams contribute with revenue assurance/cost efficiency/growth within its area of influence
Provide customer feedback to Key Client Managers/Program Managers for business development purposes
Customs House Brokerage
Legal compliance related to Customs regulations and Authorised Economic Operator obligations
WHOM WE ARE LOOKING FOR:
You are a seasoned Manager, able to work independently and extend solid support to Managing Director
As a leader, you put your team first – support, train, coach and motivate them around common goals
You build strong relationships with relevant stakeholders and manage them with success
Your strong business acumen helps you in reaching your goals and delivering against the agreed KPIs, including cost management
Ability to improve customer experience while keeping delivery and support activities cost efficient
Strong knowledge of local logistics operations and infrastructure, competition and systems
You are a confident MS Office user and curious about new tools and technologies
Fluency in both English and French
University degree (preferably in Marketing & Sales or Logistics) is required
If you have been reading so far, we are glad to see you are interested! If you could see yourself in this role, we are very much looking forward to your application.
OUR RECRUITMENT PROCESS:
Please submit your application by 27th September 2022
If your profile matches job requirements, our recruiter will get in touch to share more about the role and get to know you better
If successful, you will discuss the role with the Line Manager and his team
Every candidate will receive feedback
Country CX Manager – Burkina Faso
A.P. Moller – Maersk is an integrated container logistics company working to connect and simplify its customer’s supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere – all over the world.POSTULER