Customer Experience Manager - Eaa Team

Maersk Line

QUALIFICATIONS AND JOB DESCRIPTION

We have a very exciting opportunity for an enthusiastic leader to join our Turkey Customer Experience Team, leading our direct customers including key clients. A result-oriented team leader with a high focus on our people development and our business growth. Up to date on digital agenda of our Company, who is driven to create smarter ways of working for the team with a spotlight on our customers, working in strong cooperation with the Customer Experience management teams, Sales, and other internal and external stakeholders.

We offer

-A challenging opportunity to bring in the transformation in a way customer are engaged and digital solutions are utilized.

-An excellent opportunity for a strong and driven individual to show case management capabilities - leading a dynamic, high -pace team, instilling a customer-centric mindset as well as driving innovation and continuous improvements within the full customer experience team.

-Opportunities to focus on creating valuable relations within a very professional customer experience team in the cluster and other Sealand Europe and Mediterranean cluster teams as well as high visibility within the main commercial and operational stakeholders.

-Exposure to regional and center stakeholders as a trusted resource for ongoing process and product enhancements.

-An energetic management team environment, enjoying working and winning together with our Heart and Mind.

Key Responsibilities

-Design, execute and share a team-based strategy in line with the global and local directions and priorities.

-Take active part in developing the local commercial strategy and build up on the commercial mindset of customer experience teams.

-Set a standard work week for the team and monitor performance against established KPIs.

-Follow up and be equipped with the digital agenda of the Company, continue keeping commercial teams and our customers informed of developments.

-Maintain a dynamic and scalable customer service organization in which resources are managed effectively and efficiently.

-Orchestrate all stakeholders/functions to drive ease of doing business for an integrated customer experience.

-Close collaboration and partnership with the Sales Team to grow and develop the customer base.

-Close collaboration with offshore teams to act as one team, utilize and unite the workforce.

-Lead, coach and develop the individuals in the team constantly with global personal development tools and strong relations built.

-Establish two-way, feedback driven communication within the team, empower team members to take active role in designing our processes for the better and increase ownership.

-Encourage team members to think out of the box, automate and initiate actions to drive ease of doing business.

-Maintain virtual communication with the team members and with our customers effectively and regularly
-Actively listen to the voice of our customers and cultivate stronger customer relations.

-Track performance on customer satisfaction tools and take proactive and corrective actions towards higher customer satisfaction.

We are looking for

- Proven track record in creating and implementing customer experience measures.
- Strong internal and external stakeholder management skills with a track record of working and communicating effectively across functions.

-- Minimum 3 years of experience in customer experience teams and 2 years leading teams.
- Strong business acumen with excellent knowledge of products, systems and operating environment.

- Hands on approach, commercial and digital savvy with outstanding communication and presentation skills.

- Experience in developing and executing strategic plans based upon customer and commercial knowledge and insight.

- High motivation to exception handling and adapting the processes to different customer needs with a solution creating mindset.

- Customer centric approach to the process and cases and coaching the team members also accordingly to create solutions for their portfolio of customers
- Proven ability to deliver results and change in a complex business environment.
- Ability to assert, influence and drive change.
- Passionate about leading, coaching and developing people.
- Ready to live the Maersk Values and behaviors.