Senior Customer Service Manager

Senior Customer Service Manager - Head of Verticals

Are you feeling passionate about delivering excellent service through people, enabled by systems and technology? Do you get motivated by working with multi-cultural stakeholders with global orientation? Are you thriving in fast paced, dynamic and robust organization? Then you might be just what we are looking for in our next Customer Experience Leadership Team member.

At Maersk we are on a journey to become The Global Integrator of Container Logistics. We believe in the greater mission of logistics, beyond transporting goods from A to B. We are improving life for all by connecting the world and simplifying our customers' supply chain. You will join this ground-breaking journey by strengthening the focus to become a truly customer-centric company, serving our customers' individual needs through our people, enabled by technology.

As a Senior Leader you are expected to be a people and business leader at the same time. You need to present strong leadership skills, drive team engagement and be able to translate vision and strategy into tangible goals and actions for your teams. You will be responsible to coach, guide and develop your leaders and indirectly their extended team, to enable them to understand our customer needs and provide them an excellent service.

We Offer

• International experience working for the world ´ s leader in container logistics, 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.

Key Responsibilities

Coaching and Development:

• Build a team of highly engaged, knowledgeable, diverse and passionate colleagues
• Support and coach team members to motivate them and elevate their capabilities to manage customer experience
• Integrate and reconcile personal goals of your team members with our organizational goals
• Conduct periodic performance review sessions with team members and regular 1:1 focusing on personal development and growth

Customer Experience:

• Own customer feedback via different channels and initiate conversations with relevant stakeholders on how to improve together
• Establish relationships with our customer ' s management teams to strengthen our footprint with them
• Jointly driving our commercial growth through customer needs identification, lead generation and upselling / cross selling
• Active participation in Business Reference Groups to develop our product and services in line with company strategy and customer needs

Performance:

• Own Customer Satisfaction result metrics of your team and of our Area as a part of CX Leadership team
• Responsible for operating our business in the most efficient and effective manner, while maintaining high customer satisfaction
• Develop, implement and drive the achievement of Objectives and related KPIs for your team that serve our company vision and strategic priorities
• Set performance management structure and rigor for a large team with remote stakeholders

What are we looking for:

• Has solid experience in Ocean Transportation and/or Supply Chain Management, with at least 50% of that experience in leadership roles.
• Possesses strong knowledge, hands-on experience, and an established network in logistics across North West Europe — a significant advantage.
• Thrives in a fast-paced, dynamic environment and is comfortable navigating ambiguity.
• Demonstrates a strong interest and track record in business transformation, both organizationally and through the effective use of technology.
• Works in a structured, data-driven manner, applying Lean methodologies and sound project management principles.
• Builds lasting, value-adding relationships with stakeholders, particularly at the management level of our customers.
• Draws energy from supporting and empowering others to succeed, showing empathy and inspiring leadership.
• Can translate vision into actionable plans and motivate teams to rally behind shared goals.
• Collaborates effectively with individuals of diverse backgrounds, personalities, and levels within the organization.

As part of our pre-employment screening, we ask you to provide a VOG.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer 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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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