Senior Customer Experience Consultant

Role Overview

Senior Customer Experience Consultant at Maersk. The role is based in the UAE and focuses on improving customer experience and driving operational excellence through onboarding, stakeholder coordination, and continuous partnership management.

Role Purpose

Serve as the primary point of contact for assigned customers, establishing and maintaining strong partnerships through seamless service delivery, operational excellence, and proactive identification of growth and value-enhancement opportunities.

Key Responsibilities

Customer Onboarding & Foundation

• Onboard new customers on standard processes and digital platform, establishing strong foundation for long-term partnership.
• Establish Internal Operating Procedure (IOP) and Standard Operating Procedure (SOP) as outputs aligned with customer-specific requirements.

Stakeholder Coordination

• Align and coordinate with multiple external and internal stakeholders on customer-specific requirements.
• Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.
• Coordinate closely with the Global CX Consultant and the network of CX Consultants across other locations for consistent service delivery.

Operational Execution

• Execute transactional activities based on agreed IOP and SOP with customers and internal stakeholders.
• Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience.
• Address pre-defined routine exceptions independently, either directly or by navigating through the Maersk network.
• Manage first level of operational escalations and non-routine exceptions, including establishing contingency plans to mitigate impact.

Continuous Improvement & Excellence

• Drive continuous improvement to improve efficiency and ease of doing business with Maersk.
• Deliver operational excellence to provide seamless customer experience while maximizing individual productivity.

Proactive Customer Management

• Proactively provide insights to customers on potential service disruptions and work with them in developing business continuity or recovery plans.
• Facilitate regular monthly business reviews with customers to discuss performance and align on future plans and priorities.

Growth & Revenue

• Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.
• Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales and Product to improve contract fulfillment ratio.
• Support growth by tapping opportunities for additional revenue streams and following up on customer contract fulfillment.

Value Enhancement

• Collaborate with customers on strategic projects and initiatives that deliver immediate to near-term tangible business outcomes.
• Partner on initiatives aimed at achieving customers' business objectives and creating additional value.

Qualifications & Experience

• 3–4 years of relevant experience.
• Product knowledge in Lead Logistics, Landside/First Mile, Depots, and Customs.
• UAE National with a family book (currently prioritized).

Skills & Competencies

• Ownership (Advanced).
• Customer Orientation (Advanced).
• Effective Communication (Proficient).
• Data Savvy (Proficient).
• Problem Solving Skills.

Additional Information

Key Performance Metrics

• Customer Satisfaction (Net Promoter Score).
• Customer-felt KPI and SLAs.
• Process-specific KPI and SLAs.
• Service Package Compliance.
• Productivity.
• Upselling and Cross-Selling performance.
• Volume Conversion and Contract Fulfillment.
• Value-Enhancing Business Impact.

Inclusion & Accessibility

Maersk is committed to a diverse and inclusive workplace and welcomes applicants without regard to race, color, 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.

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

Special assistance or accommodation for the application and hiring process is available; contact accommodationrequests@maersk.com for support.