Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.
At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.
With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.
We Offer:
This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high-paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.
You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society, and for each other.
Job Description
The Area Head of Customer Experience (CX) of Mekong Area sets the strategic direction for all CX teams across all countries within Mekong, to fulfill customers' needs across all verticals and business sizes; ensuring the maximum benefit of Maersk’s offering to them. The role will be based in Ho Chi Minh Vietnam, with total oversight to the entire CX responsibilities across the area.
Key responsibilities:
Responsible for:
Drive Area Customer Experience strategy and outcomes
• Responsible for equal delivery of global functional and local business strategies across all countries in the Area.
• Ensure Area CX drives proactive customer support and issue resolution for a seamless customer experience in cross functional teams, and across all products in scope.
• Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S. Orchestrate all local functions towards delivering customer critical services in the event of an incident.
• Delivering on the CX Vision and CX’s role in the Area Business Plan.
• Cascade across Area CX functions and deliver on the globally set, annual CX functional objectives and KPIs.
Develop and Sustain a Capable Area CX Organization
• The Area CX organizational design and leadership staffing.
• Leading, directing and coaching Area CX leaders, and monitoring / managing that Area CX teams are coached and supported to enable their development.
• Ensure Area CX teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus (e.g. KC&RW vs. Direct Transport)
• 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
Deliver on Area growth and profitability plans
• Up- and cross-sell to all customers, and their supply chain partners (where relevant), in accordance with global policy.
• Actively monitor and manage volume trajectory to drive growth; reduce churn and expedite new and additional business conversion.
• To focus on delivering below improved productivities versus assigned budgets and create plans to enable further improvements in a collaborative and continuous improvement utilizing The Maersk Way.
Team member within the Area
• Is a vital a critical position within the Area Leadership team.
• Foster and work closely within a dynamic vibrant team environment, having to work collaboratively with all functions in the Area.
• Enable a close working relationship with Center, region, area and GSC, to spar and provide developmental feedback to ensure optimal operational excellence in what we do.
Accountable for:
What we are looking for:
• Ability to manage a large, diverse organization
• Ability to lead, coach and motivate teams towards a shared vision with clear goals
• Ability to operate successfully in a complex environment with multiple internal and external stakeholders across several levels
• Prepare and execute a business plan to run a large, profitable business
• Lead an organization to prepare and respond with resilience to a business environment influenced by various external factors
• Strategic thinking and execution; driving while balancing both a global strategic vision and Mekong Area Business Plan
• Establishing senior business relationships with customers
• Can-do attitude & learning mentality
• Being able to enable teamwork within the ALT, the area and within your own teams.
• Being passionate to strive for the best in everything you do.
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 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.