Maersk is transforming to become the global integrator of container logistics.

On this journey we are rapidly expanding and growing our presence with Landside and Customs Services offerings to our customers.

We provide our customers with a one-stop-shop to optimize their supply chain with in-house expertise to pick-up, deliver, declare and clear their goods effectively.

Currently we are looking for a motivated and passionate Landside and Customs Services CX Excellence Manager to join the team.

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We offer

As part of creating end-to-end logistics solutions for our broad customer base, we are transforming how we serve and execute our landside and customs services solutions, guided by new digital platforms and our global Customer Experience (CX) teams.

The Landside and Customs Services CX Excellence Manager is a customer experience-obsessed role that works as an integral part in delivering the transformative vision of Maersk products through a superior customer journey.

You will be part of the global Customer Experience team at Maersk HQ, and work with highly skilled and passionate colleagues across various business functions, and our global network of Customer Experience teams to deliver a first-class customer experience with our landside and customs services solutions.

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs.

We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

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Key responsibilities

You will the ambassador of our customers’ experience as they commit their supply chain to be end-to-end transported, managed and fulfilled by Maersk.

This applies whether customers’ are complementing their existing Ocean and Logistics solutions with our landside and customs services solutions or starting their Maersk journey here.

Your key responsibilities in creating the path to success for our global CX teams will be to:

• Globally performance manage the sustainable and profitable growth of Landside and Customs Services as we in Maersk consistently deliver on our customer promise and optimize of internal processes. This is achieved through:
o Selecting and defining the success criteria / delivery promise of our offerings based on the Landside and Customs Services product’s defined value proposition
o Support the global CX Excellence teams with direction, visibility, insights and expert guidance to have a constructive and focused performance dialogue with the global Customer Experience community.
• Manage and govern the organizational blueprint to support the right customer experience and quality of our Landside and Customs Services execution, including our centralized activities in the Global Service Centers or regional Centers of Excellence.
• Partner with Product owners and Product Excellence on formulating the customer promise and translate this to the global execution roadmap owned by the Functional Process Owners and Tech Platform teams.
• Partner with Functional Process Owners on the organizational adoption of the global product roadmap deliverables of both external and internal features and efficiencies enabling a better customer experience and way of working with and within Maersk.
• Fuse your customer experience-obsession with an eye to the importance of proper business control keeping Landside and Customs Services execution in Maersk compliant with external and internal regulations at all time.
• Collaborate with other product peers in CX Operational Excellence to drive a standard performance management of customer-facing activities and execution in our Area CX for fast-paced product transformation to be in sync with the integrator vision.
• Work closely with CX Excellence colleagues across “Transport by Maersk” and “Managed by Maersk” products – e.g. Ocean, Lead Logistics, LCL, Air and Contract Logistics – to ensure that we in CX enable the synergies across Maersk’s service models as a truly integrated global logistics experience for our customers.

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We are looking for

The ideal candidate will have a minimum 8 years in the global logistics provider / 3PL industry with experience from customer-facing functions and delivery of landside (truck, rail), intermodal (barge) and/or customs brokerage and consulting services.

Preferably you have 4 years of experience in a managerial role; either as leader of a customer experience team or a functional owner within Landside or Customs Services.

You have the ability to engage in active dialogue with multiple internal stakeholders to connect the Product vision and customer promise to the role of delivering the Customer Experience in the front-line.

Furthermore you:

• Have proven ability to understand and clearly formulate problem statements through use of active listening and analytics
• Have proven track record working problem statements through the phases of identifying, resolving and sustaining for measurable value to the business
• Have strong knowledge of third-party logistics processes in the goods purchase order to final delivery cycle
• Have proven track record of effectively managing change and leading transformations in a matrix, multicultural organisation, through building strong relationships and networks both locally and internationally
• Are a team-player who actively contributes to the well-being of the team and is invested in contributing to the overall success of the team by generously listening to and sharing perspectives on own and team members’ area of functional responsibility
• Are a consummate communicator and presenter in formal settings of global broadcast and educational sessions.

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