Customer Care Manager Cluster Horn Of Africa

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Mission

Overall responsible for Customer Care and related matters in Djibouti, Ethiopia & Eritrea

Overall responsibility

Manage of all preparation, follow up and release tasks for Customer Care of HOA

Follow up on the tasks of Customer Service Export & Import

Accountable for operational costs and vessels performance as per KPI is in place (monitor and report)

Act as main point of contact for HO/RO all aspects of Customer Care

Main responsible for communication and coordination with GBS, Agency, DRO, HO & Customers

Essential duties and tasks

Functional management of all customer care activities in the country

Deploy and maintain the Group Core Model for Customer Care

Implementation of global / regional customer care vision, objectives, targets, processes & related updates within the agency

Setting of individual objectives for the customer care team managers & defining the team objectives for all customer care verticals (as per HO/RO guidance)

Perform succession planning for key customer care positions in the agency (along with agency HR & agency GM)

Maintain and monitor agency customer care productivity measures (FTE/BL/Booking info)

Provide recommendations to agency GM to address productivity gaps & variations

Perform periodic review of agency customer care organisation's alignment with core model and address deviations with relevant stakeholders

Ensuring justified exceptions in relation to agency customer care organisation model is secured and regularly reviewed

Ownership of various actions points pertaining to agency customer care resulting from (Maturity assesments, VoC campaign, 360 degree, Corporate audits etc)

Represent customer care function within the agency leadership team and facilitating inter-team cooperation & shared Cx vision for customer & internal satisfaction

Building team morale and coordination with various internal stakeholders in agency / GBS / RO / HO

Participation in regional / global customer care forums for best performance and practices sharing

Provide regular inputs to RO / HO on market trends, best practices from customers / competition & process/technology tends influencing customer care domain

Implementing global customer care processes within the agency and ensuring compliance to group policies

Ensuring local customer care processes are documented and validated from agency / RO management

Provide inputs to RO/HO on process additions / enhancements in line with market requirements and changing trends (regulatory, technology)

Communication of changes in group policies or instructions affecting customer care within the agency and ensuring necessarily internal alignments for adherance

Provide weekly update to agency GM & RO on agency customer care performance

Promote usage of group's customer care performance management tools & dashboards within the customer care management team

Organise and lead internal and GBS performance weekly reviews

Implement improvement and corrective actions basis recommendations from customer care/GBS/RO managements through root cause analysis

Organise periodic review of individual performance reviews basis set objectives and in line with customer care core KPI expectations

Assist HO/RO in perodic assesment of KPI relevance in the business context & providing inputs on KPI re-definitions basis business expectations

Oversee deployment of group customer care tools (NOVA/MyCS/I-Connect) within the agency

Build robust key user community within the customer care team as tool ambassadors

Monitoring tools adoption within the team with the help of analytics and RO support

Provide regular feedback to HO/RO on tool usage and effectiveness

Pursue local solutions & tools for better management of agency customer care activities (in line with process or regulatory requirements)

Finalise planning calendar for the VoC initiatives and ensure execution in the agency (NPS/TPS/CJM)

Monitoring NPS/TPS response ratio and pursue icrease in customer participation

Maintain timely closure of NPS/TPS feedback loops

Implement improvement actions basis customer's feedback from VoC initiatives feedback & regular review (basis SMART objective principle)

Facilitate periodic wider customer engagement sessions (seminars / webinars) to address relevant customer care topics and boost customer engagement

Participate in customer meetings and visits as part of QBR, specific discussions & to gauge customer sentiment

Identify customer care training needs and participate in developing group Cx & customer care training programs along with HO/RO stakeholders

Organise periodic refresher trainings for agency customer care on process & tools

Liaise with agency management and HR for team empowerment initiatives & recognition for best performances / performers

Skills

o LARA / C-REPORT / LISA / MIRA / DIVA / GAIA / LARA CARGO/ MACS3

o Microsof Office tools

o IMDG

o ISO and HSE compliance

Attitudes :

o Ambassador of CMA-CGM values all the time

o Protect company’s interests and image both internally and externally

o Cross functional and cultural collaboration

o Team spirit

Experiences et Formations:

o Academic degree in the tertiary field

o Language skills : fluency in French and English

Come along on CMA CGM’s adventure !