Industrial & Mining Customer Experience Head

Opportunity

Maersk is a global leader in integrated logistics and has been an industry pioneer 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 organization 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

Lead the vertical portfolios of global Key Client, Enterprise Client and Strategic Clients to unleash the value of mutual partnerships for Maersk and the customer. Accountable for the function that has the most daily engagements with KC, EC and SC customer’s and their critical supply chain partners (vendors, shippers, importers, LSPs etc.). Leverage the global community of peers managing KC, EC & SC to offer unique insights to the Global Account team, and engage actively to plan, present and delivery on growth plans across the ‘by Maersk’ models.

Drive Key Client, Enterprise Client and Strategic Client CX strategy and outcomes

•Actively and consistently engage with global account team (KCD, GAO and CPD) on account team plans and execution.

•Actively build own and team(s) awareness and insights in customers supply chain plans and priorities.

•Ensure KC, EC and SC CX drives proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scope •Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S.

•Participate in Account team engagements with exposure to customer stakeholders and Maersk CX account communities

•Partner closely with Regional and Area leadership teams to drive strategic initiatives and Must Win Battles (MWBs), ensuring alignment between customer priorities, CX objectives and broader business goals.

Develop and sustain a capable Key Client, Enterprise Client and Strategic Client CX Organization

•Structure the local KC, EC and SC CX teams in optimized grouping across verticals and accounts

•Leading, directing and coaching CX team leaders, and monitoring / managing that CX teams are coached and supported to enable their development

•Ensure CX teams are trained in accordance with global standards, and have in-depth understanding of customer-specific SOPs

•Build teams with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely and cost efficiently maximize customer value of all ‘By Maersk’ models

•Regular periodic connect with GSC team leaders on performance, planning and people

•Collaborate actively with CEN CX and other regional CX stakeholders to share best practices, drive standardization and contribute to continuous improvement initiatives across the network.

Deliver on Key Client, Enterprise Client and Strategic Client growth and profitability plans

•Up- and cross-sell to all customers, and their supply chain partners (where relevant), in accordance with global policy

•Actively monitor and manage volume trajectory to support business planning (ROFO), and expedite new and additional business conversion

What we are looking for

•100% KC, EC and SC customer retention in the Area (of controlled and non-controlled business)

•High customer satisfaction (Global / Local)

•Team structure and resource planning & optimization

•Employee engagement and team health metrics

•People and talent pipeline management for KC, EC & SC CX teams

•Executing growth plans (up- and cross-selling and fast-tracking implementations).

•Establishing senior business relationships with customers and their supply chain partners

•Broad knowledge of supply chain strategy and execution in global business environment

•Lead customer experience / order management with customer-led mindset

•Ability to lead, coach and motivate teams towards a shared vision with clear goals

•Balance expertise in customers’ pursued goals and Maersk business priorities to arrive at win win outcomes.

•Fluent in English and French both written and verbal mandatory

You have been reading so far, we are glad to see you are interested. If you could see yourself in this role and are keen to be part of this journey at Maersk, we look forward to hearing from you! 

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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