Job description
Role Overview
Area CX Excellence Manager at Maersk. This is a management-stream role within the Customer Experience function.
Role Purpose
Lead and manage a team of Customer Experience professionals to deliver excellence in customer channel management, case management, customer onboarding and relationship management, contract and dispute management, and related services. Set direction, develop business and operational areas, establish policies and practices, and implement business plans to drive performance and results.
Key Responsibilities
People Leadership
- Hire, appraise performance, conduct pay reviews, coach and mentor direct reports, and coordinate task assignment.
- Develop team members for future assignments.
- Adapt departmental plans and priorities to address resource and operational challenges.
- Lead teams of less experienced professionals, frontline workers, and administrators.
Business & Operational Development
- Set direction for the functional area.
- Develop business and operational areas.
- Develop policies and practices.
- Implement business plans.
Customer Experience Delivery
- Oversee customer channel management activities.
- Oversee case management operations.
- Oversee customer onboarding and relationship management.
- Oversee contract and dispute management.
Qualifications & Experience
- In-depth knowledge and experience in a functional area.
- Understanding of the overall nature of the business and interdependencies between own and other functions.
Skills & Competencies
- Subject matter expertise in Customer Experience or related functional area.
- Ability to solve common business issues operating within established practices, procedures, and well-defined policies.
- Capability to handle most situations independently with minimal guidance.
- Capacity to seek advice and support on complex or non-routine topics.
- Broad technical expertise, business and industry knowledge, and process and people leadership capabilities.
Additional Information
Maersk is committed to a diverse and inclusive workplace 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. Qualified applicants with criminal histories will be considered in a manner consistent with all legal requirements.
Maersk is happy to support requests for adjustments during the application and hiring process. For special assistance or accommodation needs, contact accommodationrequests@maersk.com.