MM Lifestyle CX Manager

Summary:

The core purpose of this role is to deliver a customer satisfaction’s solution, continuously identifying both operational and financial process improvements in order to meet or exceed Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS).

This role further engages closely with team members and key stakeholders to optimize profitability of their customers and increase on Employee Engagement Survey (EES).

This position also

Holds the primary responsibility for customer retention and for identifying upsells opportunities to customers.

The first point of escalation on complaint resolution and claims handling

Deliver to result as per Customer Experience Manager’s tasks assigned.

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Key Responsibilities:

Strategy

Create customer loyalty.

Continuously driving productivity improvements in the end-to-end process

Improve profitability by continuously driving costs out of the customer services activity and maximizing income opportunities.

Seek for upselling opportunity.

Assist to drive sustainable growth.

Customer Focus

Ensure that solutions are clearly defined within the customer’s SOP and understood by the team members with up-to-date IOP.

Ensure that client SOP remain updated and consult with the client program manager (CPM) adjust them to improve the process.

Identify any scope creep and advise both the Custom.er Experience Manager and the CPM in order to addressed with customers

Ensure that client KPI’s are achieved as per target.

Where appropriate utilize individual customer KPI’s to ensure that the highest levels of customer excellence are achieved throughout the Multi-Carriers Customer Facing Team.

Assist CPM by identifying and implementing business development opportunities.

Identify and propose customer experience improvements and service deliverables.

Own the customer experience provision and continually improve its delivery.

Develop and maintain effective relationships with customers, key stakeholders.

Proactively assist with customer’s implementations.

Meet /conference call with the key client manager (KCM)/ client program director (CPD)/ sale team members / customers to review performance/ KPI as monthly basis.

Team Leadership

Engage with team member based on the Maximizing Performance, Alignment & Career Growth of our Talent (MPACT) program.

Create appropriate personal development plans for reports addressing any training requirements.

Drive best practice sharing within the team and cross team.

Ensure that reports are aware that it is part of their responsibilities to bring forward customer improvement suggestions and actively drive this process during team reviews.

Drive a constant review of work processes implementing improvements and outsourcing relevant activities to the GSC.

Regularly have the coaching and feedback.

Visual Management Board monitoring.

Financial Control

Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)

Record unrecoverable costs (waived charges) properly and timely based on approval authority matrix.

Propose process changes to remove unrecoverable costs (waived charges)

Develop and maintain effective relationships with key stakeholder.

Resource Planning

Prepare for backup system and manage workloads between team.

Identify additional team capacity and discuss with Customer Experience Manager to assist in departmental workload management.

Values

Drive the Company values within the teams and act as a role model in their application.

Other responsibilities

Assist the Customer Experience Manager with process reviews.

Drive effective process or systems implementations or project.

Ad hoc projects/tasks as agreed with the Customer Experience Manager.

Travel to the extent required.

Meet customers/visitors as agreed with the Customer Experience Manager.

Expectations from the Role

Individual customer KPI’s are achieved as Target.

Achieved Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS) as per agreed target.

Build up rapport with clients and key stakeholders.

Encourage team member or individual for upselling opportunity.

Productivity improvements are achieved within the agreed target.

Service delivery costs are reduced within the agreed target.

All direct reports to complete the required trainings.

Complete appraisals for all direct reports by the required deadline.

Personal development plans for direct reports to be reviewed and agreed with Customer Experience Manager.

Adequate resources are planned to be available to maintain our customers experience during leave & holiday periods.

Consistent application of values in the work environment.

Deliver Ad Hoc reports or assign within agreed deadlines.

Required knowledge & Skills

Operational Efficiency & Customer Service Experience

Bachelor’s degree level education in Business or other relevant discipline with a maximum of 3 years’ work experience after graduation, in parallel with education or between degrees.

Experience in leadership for 4-5 years.

Alignment with our values.

Track record of success in a high paced environment.

Ambition and drive to excel together with others.

An international mind-set and inclusive behaviour.

Ardent desire to pursue a long-term career in transport and logistics.

International mobility and willingness to travel.

An excellent command of spoken and written English. (Chines is plus)

Good at Microsoft office (Excel, Word, PowerPoint) usage

Relationship Management

Customer-facing and interaction skills with high-level of customer orientation

Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration

Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment

Good influencing skills

Stakeholder management

Passion for Customer Service

Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

Well-organized when working under pressure

Proactive and exhibits excellent problem-solving capabilities

Core Competencies:

People oriented that always take care about people who generate the result to company

Process and result oriented mind-set

Excellent communication skills with proactive mind-set

Well collaboration with stakeholders

Positive mind-set and friendly people

Customer oriented

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.

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