Integrated Customer Experience Manager –Lifestyle, FMCG & Technology

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? We have an opportunity for an Integrated Customer Experience Manager to join our team in Durban, South Africa.

The Integrated Customer Experience Manager will be responsible for leading and inspiring the Integrated Customer Experience (ICX) Channel for Lifestyle, FMCG & Technology to deliver excellent business results and customer outcomes that positively impact the customer experience. The focus extends beyond achieving results todayit also includes dedicating time to strategic planning aligned with our Area Business Plan, and collaborating effectively across product portfolios, functions, internal teams, and our global network.

WHAT WE OFFER:

When you join Maersk, youll find that the world is your workplace. Youll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job irrespective of gender, age, nationality, or religious belief.

KEY RESPONSIBILITIES:

• Deliver an Integrated Customer Experience that uniquely matches the vertical(s) portfolio
• Ensure the Integrated Customer Experience Team drives proactive customer support and issue resolution for seamless customer experience in cross-functional teams, and across all products in scope
• Accountable for owning, creating, maintaining, and testing a business continuity plan for critical customer processes in Ocean and L&S (Logistics & Services)
• Develop and sustain a capable Integrated Customer Experience Organization
• Ensure the team is structured and rightsized for successful delivery on customer and business needs
• Leading, directing, and coaching Integrated Customer Experience Consultants to enable their development
• Ensure Customer Experience teams are trained according to global standards, and have an in-depth understanding of customer-specific SOPs
• Build teams with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely, and cost efficiently maximize customer value of all By Maersk models
• Regular periodic connect with GSC (Global Service Centre) team leaders on performance, planning, and people
• Delivery of Integrated Customer Experience growth and profitability plans
• Up- and cross-sell to all customers, and their supply chain partners (where relevant), following global policy
• Monitor and manage volume trajectory to support business planning (ROFO Budget)
• Drive a mindset of continuous improvement
• Drive a mindset of quality work
• Travel will be expected
• Be a change agent for system rollouts and implementations as well as other initiatives that impact people and business

WHO WE ARE LOOKING FOR:

Someone with:

• At least 5 years experience leading a high-performing team in the Logistics / Supply Chain industry
• Ability to lead large teams with diverse customer portfolios
• Relevant experience in customer experience/order management with a customer-led mindset
• Ability to establish senior business relationships with customers and their supply chain partners
• Broad knowledge of supply chain strategy and execution in a global business environment
• Ability to lead, coach, and motivate teams towards a shared vision with clear goals
• Analytical, and continuous improvement mindset

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.

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