Country Customer Experience Manager at Maersk

Title: Country Customer Experience Manager | Maersk | Ref.: MA-279083 | Location: Lagos

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Job Description

  • We are looking for a highly engaged and inspirational leader for Maersk Nigeria to deliver customer outcomes through an efficient & effective country CX organization.
  • The role ensures the achievement of digitization, while setting the roadmaps for transformation and setting strategic vendor relationships.
  • We need a leader who can passionately drive the team’s commitment to customer satisfaction. Are you the one we are looking for?

Key Responsibilities

  • Intensify the digitization footprint of customer experience in Nigeria
  • Provide leadership for country CX drives on proactive customer support and issue resolution
  • Set and maintain strategic vendor relationships
  • Mobilize stakeholders, including vendors and across functions, to take necessary actions improve CX according to strategy
  • Lead physical product delivery, incl. issue resolution towards the customer
  • Develop network for unique intermodal set ups via rail heads or supplier collaboration, JVs etc. in the country
  • Develop and sustain a capable CX organization through coaching and development
  • 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 country CX teams are trained in accordance with global standards, and individual customer service approaches
  • Lead a highly engaged team committed to customer satisfaction
  • Amplify performance tracking through tools, applications and recommended processes within the team
  • Enable a strong talent bench and coaching for direct reports and CX team
  • Manage performance and ensure targets are met
  • Ensure country CX teams contributes with revenue assurance/cost efficiency/growth within its area of influence.
  • Ensure we maintain an efficient team across country and GSC.
  • Legal compliance related to Customs regulations

We Are Looking For

  • Minimum 8-10 years experience in Customer service/experience or commercial leadership role
  • Improving customer experience while keeping delivery and support activities cost efficient
  • Sound knowledge of logistics operations and systems
  • A deep understanding of logistics operations and infrastructure, competition and systems
  • Strong execution. Proven track record in developing and executing multiple business objectives simultaneously
  • An agile stakeholder manager and connector
  • Strong influencing skills with a collaborative work-style, fostering cooperation and teamwork (inside own team and within the broader organisation)
  • Self-driven, results-oriented with proven track record in sales and leadership
  • Strong passion for Maersk Line and the success of our customers.
  • Strong networking skills
  • Inspirational and ambitious leader with high energy. Ability to lead and coach teams in an engaging and motivating environment
  • Ability to positively influence colleagues outside direct report scope
  • Positive and dynamic personality with excellent interpersonal skills
  • Fluent communication skills in English

We Offer

  • A chance to work with industry’s most reputed organization in a high visibility leadership role.
  • At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs.
  • We are proud of our diversity and see it as a genuine source of strength for building high performing teams

Application Closing Date
3rd August, 2021.

How to Apply
Interested and qualified candidates should:
Click here to apply