Digital CX Excellence Manager
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København K
Opportunity
Maersk is transforming as the global integrator of container logistics and digitizing our customer experience across our ‘Transported by Maersk’ product portfolio that includes Ocean, Inland, Customs House Brokerage, LCL and Air. With Maersk.com we have an online platform that offers 24/7 accessibility to book, manage and track transportation online, and we are adding features that allows for an increased level of proactive notifications for customers to manage their global cargo flows.
The Digital CX Excellence Manager is a customer experience obsessed role that works as a key contributor to deliver the transformation vision of Maersk’s transportation products through a superior online Customer Experience journey.
You will be part of the global Customer Experience team at Maersk HQ, and work with highly skilled and passionate colleagues across various functions, and with our global network of Customer Experience teams to deliver a first-class customer experience with our expanding list of transportation solutions available online.
We offer
An attractive career in a truly global environment with the possibility of continuous professional and personal development.
In Customer Experience Excellence you will join a diverse team of highly motivated individuals with direct access to vast experience in the containerized logistics industry.
The role of Digital CX Excellence Manager is a unique opportunity to visible drive the transformation of Maersk’s digital offerings to customers and the overall customer experience. Your workday will be highly varied, and you will be constantly faced with high challenge / high support opportunities to equip yourself with hard and soft skills to boost your career in the logistics industry.
Key Responsibilities
You will be accountable for our global performance management of the digital Customer Experience in line with the rapid transformation of our containerized Ocean products – and our new ventures in digitization across transport modes and customs. You will be working with a purpose to consistently pursue our vision for the customer experience and optimizing our internal processes.
The accountability includes:
- Selecting and defining the success criteria for our online solution on Maersk.com and via EDI/API based on the standard engagement model working with Product, Functional Product Owners and Technology
- Leading the publication of defined Maersk.com and EDI/API channel CX functional performance metrics and ensure they are accessible and known to parties accountable for customer experience in the Areas
- Support the Regional CX Excellence leads with data, insight and observations to have a constructive and focused performance dialogue with the Area CX teams
- Manage the global initiatives to boost customers’ online adoption through campaigns, training, and incentives. Actively educate and guide Area CX and our One-Team Customer Experience (OTCX) teams to promote user adoption.
- Partner with Platform and Product counterparts in Maersk to formulate our future online journey on Maersk.com and via EDI/API channels, and translate this to the global execution roadmap owned by the Functional Process Owner in CX
- Partner with Functional Process Owners in CX on delivering the global digital roadmap of customer-facing and internal Ocean processes to enable efficiency increases through better ways of working
- Collaborate with the other Excellence Managers in CX Operational Excellence to drive consistence in the performance management visibility and dialogue of customer-facing activities in the Area CX teams across the Maersk products.
Who we are looking for
The ideal candidate will have a minimum 8 years in the containerized Ocean industry with experience from customer-facing functions combined with at least 4 years of experience in a customer-facing Area or OTCX role; preferably as leader of a customer experience team or a functional owner within containerized Ocean logistics.
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:
- Strong analytical and digital know-how to navigate effectively the domains of front-line business product, internal process acumen, and the technical development of our platforms.
- Proven ability to understand and clearly formulate problem statements through use of active listening and analytics
- Proven track record working problem statements through the phases of identifying, resolving and sustaining for measurable value to the business
- Strong knowledge of containerized Ocean logistics processes in the booking to payment cycle
- 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
As a person you 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.
You are a consummate communicator and presenter in formal settings of global broadcast and educational sessions.
Information og data
Denne ledige stilling har jobtypen "Afdelingsleder", og befinder sig i kategorien "Ledelse og personale".
Arbejdsstedet er beliggende i København K.
Jobbet er oprettet på vores service den 25.10.2022, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Afdelingsleder
- København K
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