Senior Customer Experience Consultant

Role Overview

Senior Customer Experience Consultant at Maersk. Location: Qatar (Regional).

Role Purpose

Onboard new customers onto standard processes and digital platforms, establish strong foundations for long-term partnerships, and serve as the primary point of contact for assigned customers. Drive operational excellence and customer experience improvement through end-to-end shipment cycle orchestration, stakeholder alignment, and continuous service optimization.

Key Responsibilities

Onboarding & Relationship Management

• Onboard new customers on standard processes and digital platform, establishing strong foundation for long-term partnership.
• Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.
• Facilitate regular monthly business reviews with customers to discuss performance and align on future plans and priorities.

Stakeholder Coordination

• Align and coordinate with multiple external and internal stakeholders on customer-specific requirements with Internal Operating Procedure (IOP) and Standard Operating Procedure (SOP) as outputs.
• Coordinate closely with the Global CX Consultant and the network of CX Consultants across other locations for consistent service delivery.
• Orchestrate end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience.

Operations & Service Delivery

• Execute transactional activities based on agreed IOP and SOP with customers and internal stakeholders.
• Address pre-defined routine exceptions independently either directly and/or by navigating through the Maersk network.
• Manage first level of operational escalations and non-routine exceptions, including establishing contingency plans to mitigate impact.
• Deliver operational excellence to provide seamless customer experience while maximizing individual productivity.

Continuous Improvement & Risk Management

• Drive continuous improvement to improve efficiency and ease of doing business with Maersk.
• Proactively provide insights to customers on potential service disruptions and work with them in developing business continuity or recovery plans.

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/Product to improve contract fulfillment ratio.
• Support growth by tapping opportunities for additional revenue streams and following up on customer contract fulfillment.

Strategic Initiatives

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

Qualifications & Experience

• 5+ years of relevant experience.
• Product knowledge in Lead Logistics, Landside/First mile, Depots & Customs.
• Qatar (Regional) experience is mandatory.

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/SLAs.
• Process-specific KPI/SLAs.
• Service Package Compliance.
• Productivity.
• Upselling/Cross Selling.
• Volume Conversion/Contract Fulfillment.
• Value-Enhancing Business Impact.

Commitment to Diversity & Inclusion

Maersk is committed to a diverse and inclusive workplace and embraces different styles of thinking. Maersk is an equal opportunities employer 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.

Accommodations

Maersk is happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use the website, apply for a position, or to perform the job, please contact accommodationrequests@maersk.com.