4PL & Integrated Solution Customer Experience Manager

The core purpose of the role is to ensure delivery of Maersk L&S's value proposition to its customers through excellent customer service delivery.



Provides leadership to supervisor/professional staff. Develop people - coaching and mentoring to build organizational capacity, talents.



Develops department plans, including business and organizational priorities.



Drives optimization, continue improvement, contributes to wider decision making of the department's development of practices, processes and procedures.



Holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the customers.



The Multi-Carrier CX Manager is responsible for:

• Lead and Manage the SCO teams to focus on the key Customer Service Drivers:

+ Easy to Do Business with

+ Timely Delivery of Documents

+ Pro-Active Notification

+ Exception Management

+ Efficient claim handling

+ Ensure service delivery alignment with agreed client SLA's.

• Drive understanding of contracts, terms and conditions and charge structures to ensure Maersk 4PL a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.

• Implementation of new customers into the CSO; ensure proper SOPs/IOPs are established and managed through any related hyper-care.

• Monitor, record and report the performance of CS teams with suitable recommendations on: Service delivery wins & Service failures.

• Work with the KCMs/ Commercial team to establish and strengthen customer relationships.



Expectations from the Role:

• Build Strong Customer Relationships:

+ Regular review with the Global and regional account managers to identify the list of critical customers and review customer service on a Monthly basis.

+ Act as a Client Relationship Manager responsible for Client Retention- Set up a calling pattern with critical customers & engaging with them to build strong relationships, identifying and suggesting value added services as appropriate.



• Stakeholder Management:

+ Act as an escalation point of contact for customers, internal stakeholders such as KCM/ GPD/RPM and other CoE/CS offices for urgency cases or issue resolutions which are over scope of CS Team Leader.

+ Ensure strong and effective communication to Regional/Area Management and Commercial team on market / customer updates / issues & service requests.

+ Lead and manager CS team to collaborate with internal stakeholders, not restricted to Procurement/ Customer Service/ Operations/ Products teams to identify areas of cost savings/ process optimization/ improvements.



• People Development:

+ Manage team boundaries and allocate resources between teams for an effective workload balance and to optimize resources.

+ Set clear objectives and guide team to achieve targets and performance standards.

+ Develop a robust succession plan and ensure people growth.

+ Ensure coaching and best practice sharing across the CoE teams.

+ Responsible for employee engagement.

+ Lead the team to achieve best-in-class Centre of Excellence.



• Information Systems:

+ Manage the operating of Customer Advisory System in CS teams and to oversee the creation and issue of customer advisory notices to Commercial Offices and to customers.

+ Customer Satisfaction and Service Quality Benchmarking and Improvement Program - in line with Maersk Global Policy and Processes.

+ Reporting and Performance Management Overview for Teams under his or her management, and to Benchmark / Drive Performance vs Agreed Performance Standards.