Integrated Customer Experience Manager

4 weken geleden

Rotterdam, Nederland Maersk Voltijd
Picture this: you're seated in Maersk's iconic Rotterdam office as the Customer Experience Manager and enjoying a morning coffee whilst celebrating the successful loading of another yacht onto a Maersk vessel. The day ahead involves supporting sophisticated global supply chains across the Automobile, Chemical, Special Cargo and Industrial sectors, ensuring that each customer requirement is achieved with innovation, resilience, and efficiency.

Are you passionate about helping people to achieve their goals, delivering an outstanding customer experience and driving our vision of becoming the global integrator of container logistics? Do you believe that employees should be the priority of a company? Does the unconventional give you a thrill? Then you might be just what we are looking for as our next Integrated Customer Experience Manager.
As a Team Manager you will be responsible to coach, guide and develop a team of around 12 people and to enable them to understand our customer needs and provide them an excellent service. As a Team Leader you need to present strong leadership skills, drive team engagement and be able to translate vision and strategy into something tangible for your teams.

In Maersk we are on a vision to become The Global Integrator of container logistics – connecting and simplifying our customers' supply chain. You will join a truly ground-breaking journey striving to continuing strengthen the focus to become a truly customer-centric company, serving our customers' individual needs.
Key Responsibilities
● Coaching and development:
• Support and coach team members on a day-to-day basis to motivate them and elevate their capabilities to manage customer experience
• Develop team member competencies in Ocean, Supply Chain Management & Special Cargo.
• Integrate and reconcile personal goals of your team members with the organizational goals.
• Act as CARE emotional competencies trainer and champion
• Conduct periodic performance review sessions with team members and regular 1on1 focusing on personal development and growth
• ​Inspire continuous improvement mindset within the team
● Customer experience:
• Be an ambassador for our customers and share best practices and knowledge with your team members to improve the same.
• Act as subject matter expert on Special Cargo/Project logistics operations within the North European Continent Area
• Drive the vision of offering e2e logistics services and help our company to grow
• Own customer feedback via different channels and initiate conversations with relevant stakeholders on how to improve together
• Establish relationships with our customers' management teams to strengthen our footprint with them.
• Drive e2e digital self service within the focus customer segments
● Performance:
• Develop objectives and related KPI's together with your team that serve our company vision and strategic priorities
• Monitor team performance against the objectives set, alleviate issues and empower your team members to take actions to deliver them
• Alleviate issues and serve as an escalation point
• Build a team of highly engaged, knowledgeable, diverse and passionate colleagues
• Instill a commercial mindset in the team to take advantage of daily interactions for the benefit of Maersk.
● Values:
• Always behave in a manner consistent with and loyal to the A.P. Moller-Maersk values
Who we are looking for:
• We are looking for someone who has a passionate personality and who has an obsession for customers and people.
• Takes energy from lifting others and helping them to be successful
• Is empathic and can inspire others to follow her/his lead
• Is able to translate vision and strategy into action
• Is a great collaborator feeling comfortable working together with different characters and hierarchy levels
• Would love to embark on a journey together with a group of colleagues who support and challenge each other to become better every day
• Excellent English and Dutch/German language skills
• Experience in Special Cargo/Project Logistics is preferred but not compulsory.
• Proven ability to resolve complex situations
• Comfortable with ambiguity and able to think operationally and strategically.
• Direct or indirect leadership skills is a plus.
We offer
• International experience working for the world's leader, in a dynamic, global industry
• Work with colleagues and clients across the world
• Excellent training development opportunities and global career prospects
• Enhance your communication, problem solving and relation building skills
• Competitive salary and excellent bonus package
• Leading a team with extended geographical scope

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