Integrated Customer Experience Manager

An exciting opportunity to become part of TJX’s Global team within Maersk. As a Customer Experience (CX) Manager, your role consists of supervising CX Partners, building team engagement, developing and managing performance metrics, acting as a point of escalation for any potential challenges, stakeholder management, and driving lean methodology to address root cause problems. Providing the best customer experience is the ultimate goal, therefore communication with the customer proactively is key in case there are exceptions during the planning and/or execution. The Customer Experience Manager works cross-functionally with Commercial, Program Management, Operations, and support teams to drive a customer-centric culture across the organization.

Key Responsibilities

• Build an environment of trust and engagement for the team to work optimally
• Lead, mentor, and train a Team of CX Consultants to drive operational excellence and leverage best practices to deliver gold standard customer experience and engagement
• Develop, implement and evolve customer experience strategies that align with business goals, supports growth, and fosters business retention.
• Act as a point of escalation for customer queries
• Collaborate with the internal stakeholders to ensure consistent and seamless service delivery
• Monitor and report on key performance indicators (KPIs), and spearhead continuous improvement tactics to elevate customer satisfaction and loyalty
• Anchor Lean principles and mindset in the team to identify and address root cause of problems and trends
• Stay up to date on industry trends, emerging technologies, and customer expectations.

Who we are looking for

• Strong organizational, problem‑solving, and decision‑making skills with the ability to work independently and manage competing priorities.
• Proven ability to lead, support, and motivate teams while fostering engagement and collaboration across functions.
• Customer‑focused mindset with a commitment to delivering high‑quality service and building strong relationships.
• Experience in international transportation (ocean freight and/or supply chain management).
• Proficiency with general computer tools and comfort learning new systems and working with data.

Starting Salary: $87,100 - $115,000 USD*

Benefits: Full-time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Notice to applicants applying to positions in the United States.

You must be authorized to work for any employer in the U.S.

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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