We are looking for an Area Customer Experience Manager which is a senior level position that is responsible for delivering customer outcomes through an efficient & effective organization. The role takes full responsibility for cost ownership & vendor management, for delivering a superior customer experience, for SCM, Ocean, intermodal, CHB and LCL activities in the Eastern Africa Area. The role is also responsible for building a high performing team and driving business activities including new business implementation, driving continuous improvement across the Area and handling execution activities.
This role reports directly into the Eastern Africa Area MD.
Key responsibilities:
Drive Customer Experience functional outcomes
Ensure Area CX drives proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scope
Ensure execution of customer needs on physical product delivery, incl. issue resolution towards the customer
Mobilize stakeholders, including vendors and across functions, to take necessary actions to improve CX according to strategy.
Develop network for unique intermodal set ups via rail heads or supplier collaboration, JVs etc. in the Area
Responsible for development and delivery of daughter countries
Develop and sustain a capable CX organization
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 Area CX teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus (i.e. Super Saver vs. Ambition)
Ensure tools, applications and recommended processes are used within the team
Area CX teams are coached and supported to enable their development
Manage performance and ensure targets are met
Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S. Orchestrate all local functions towards delivering customer critical services in the event of an incident
Drive Cost to Serve
Ensure Area CX teams contribute with revenue assurance/cost efficiency/growth within its area of influence
Ensure we maintain an efficient team across Area and GSC
Ensure customer feedback is provided to Regional KCMs/Program Managers for business development purpose
Define Area intermodal and LCL execution plan, business planning, provide inputs for procurement and input where required for budget planning
Build on strategic priorities
Develop network for unique intermodal set-ups via rail heads or supplier collaboration JV etc. in the Area
Skills and Competencies required:
A University degree in a relevant field.
10 years’ relevant general management experience
Demonstrated proficiency in using data to drive business results.
Strong commercial mindset and networking skills.
Capability to operate successfully in a complex environment with dependencies outside Area and function
Strong knowledge of local logistics operations and infrastructure, competition and systems
Capability to influence peers and stakeholders outside CX
Knowledge and relationships with key local stakeholders
Strong prioritization and delegation skills
Visionary on the lookout for unique opportunities to improve service delivery to our clients
Capable to build a strong narrative to inspire and define goals for CX teams
Proven ability to interact with senior management of various stakeholders including key government bodies
Inspirational and ambitious leader with a high level of energy
Have the ability to lead and coach teams in an engaging and motivating environment
Proven ability to work as a change agent and challenge the status quo
Strong Problem-solving mindset
Apply via :
www.maersk.com