Sealand recruits 01 Digital Customer Experience Manager
Sealand
Cairo, Egypt
Digital Customer Experience Manager
EgyptCairoLocalCustomer ServiceLast application date: 31/10/2021
We have a very exciting opportunity for an enthusiastic leader to join our Egypt Cluster Commercial Digital Team, leading our Efficiency and Digital customers. A result-oriented team leader with a high focus on our people development and our business growth. Up to date on digital agenda of our Company, who is driven to create smarter ways of working for the team with a spotlight on our Customers, working in strong cooperation with the Customer Experience management teams, CORE teams, Digital & BCOs Sales teams and other internal stakeholders.
We offer• A challenging opportunity to bring in the transformation in a way customer are engaged and digital solutions are utilized.• An excellent opportunity for a strong and driven individual to show management capabilities – leading a dynamic, high -pace team, instilling a customer-centric mindset as well as driving innovation and continuous improvements within the full CX team• Opportunities to focus on creating valuable relations within a very professional customer experience team in the cluster as well as high visibility within the main commercial and operational stakeholders• Exposure to regional and center stakeholders as a trusted resource for ongoing process and product enhancements• An energetic management team environment, enjoying working and winning together with our Heart & Mind.
Key responsibilities• Design, execute and share a team-based strategy in line with the global and local directions and priorities• Take active part in developing the local commercial strategy and build up on the commercial mindset of digital customer experience team• Set a standard work week for the team and monitor performance against established KPIs/Objectives.• Follow up and be equipped with the digital agenda of the Company, continue keeping commercial teams and our Customers informed of developments• Maintain a dynamic and scalable customer experience organization in which resources are managed effectively and efficiently• Orchestrate all stakeholders/functions to drive ease of doing business for an integrated customer experience• Close collaboration and partnership with the Sales Team to grow and develop the customer base.• Close collaboration with CORE teams to act as one team, utilize and unite the workforce• Lead, coach and develop the individuals in the team constantly with global personal development tools and strong relations built• Establish two-way, feedback driven communication within the team, empower team members to take active role in designing our processes for the better and increase ownership• Encourage team members to think out of the box, automate and initiate actions to drive ease of doing business• Maintain virtual communication with the team members and with our Customers effectively and regularly• Actively listen to the voice of our Customers and cultivate stronger customer relations• Track performance on CX minimum standards tools, sales performance and take proactive and corrective actions towards higher customer satisfaction and delivering the volumes• Ensure to achieve our targets (Volumes and CX minimum standards)• Take the full ownership of the customers experience for Sales and CX activities through digital channels and e-solutions & platform including SPOT.
We are looking for• Proven track record in creating and implementing customer experience measures• Strong internal and external stakeholder management skills with a track record of working and communicating effectively across functions• Strong business acumen with excellent knowledge of internal products, systems, and operating environment• Hands on approach, commercial and digital savvy with outstanding communication and presentation skills• Experience in developing and executing strategic plans based upon customer and commercial knowledge and insight• High motivation to exception handling and adapting the processes to different customer needs with a solution creating mindset• Customer centric approach to the process and cases and coaching the team members also accordingly to create solutions for their portfolio of customers• Proven ability to deliver results and change in a complex business environment• Ability to assert, influence and drive change• Passionate about leading, coaching, and developing people• Live the Maersk Values and behaviors• Minimum (3 – 5 years) in customer experience• Logistics and Services expertise (3-5 years)• 4PL/Control tower and Supply Chain Management experience is a plus• Excellent command of written and spoken English and Arabic.POSTULER