Maersk - Customer Experience Manager

We offer

At Maersk, we are accelerating our logistics & service products delivery to become the global integrator of container logistics - and looking for team players to help us execute our process improvement initiative.

This is a Individual Contributor position reporting to CX performance & Enablement Manager.

Key responsibilities

Design & Improve the customer experience

- Conceptualize and Implement customer centric measures to ensure standardized quality of desired behaviour across IBS area.

- Basis Voice of customer, CSAT, NPS Surveys, monitor and identify customers' critical priorities in their relationship with Maersk and address these by collaborating with teams across the area.

- Conduct surveys to gather information on customer opinion of rendered services

- Develop listening points in the customer journey, enhance organizational understanding of different customer segment, their needs, and behaviours, and identify opportunities for continuous improvement

- Analytics to drive and track progress and report to the larger audience.

- Establish communication mediums through which customers can readily contact a company and vice versa

- Actively involved in managing customer communications in form of general advisories and website updates for IBS area.

- Responsible for customer onboarding and driving governance

- Partner/ collaborate with other functions to drive integrated customer experience.

We are looking for

Experience

7-10 years of prior experience in the field of customer experience, customer engagement or marketing

Functional Competencies

1. Challenge all processes that impact our customers receiving the best possible experience

2. Well versed in effectively interacting with internal and external customers to identify and process their requirements

3. Proven ability to interact with stakeholders and ensure positive customer experience

4. Demonstrated ability to work effectively across organizational boundaries

Behavioural Competencies

1. Good communication Skills (Verbal & Written) / Report writing

2. Project Management Skills

3. Intense Customer Focus

4. Excellent data management skills and analytical Skills