Senior Customer Experience Consultant

APM Terminals; Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

Maersk seeks a customer-focused specialist to onboard new clients, align with IOps/SOPs, and coordinate across internal and external stakeholders. You will manage daily communications, drive end-to-end shipment cycles, and support continuous service improvements to deliver exceptional customer experiences in the UAE.

The role emphasizes ownership, problem solving, and data-driven decisions, with a focus on satisfaction KPIs and local compliance initiatives.

Qualifications

• 3-4 years of relevant experience in customer-facing roles
• Strong ownership and accountability for customer outcomes
• Excellent communication and data-driven decision-making
• Knowledge of logistics operations, including lead logistics and depots

Responsibilities

• Onboard new customers following standard processes to establish a strong foundation for partnership.
• Coordinate with internal/external stakeholders to meet customer SOPs and IOps outputs.
• Serve as primary contact for assigned customers with timely, accurate information.
• Drive end-to-end shipment cycles through cross-functional collaboration for seamless service.
• Monitor and improve customer satisfaction and KPI/SLAs locally.
• Support Emiratization initiatives and uphold Maersk’s diversity policy.

Skills

Ownership

Customer Orientation

Effective Communication

Data Savvy

Problem Solving

Lead Logistics Knowledge

Landside/First mile

Depots & Customs

Job description

• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership. Person will be responsible to Improve Customer Experience and Drive Operational Excellence.
• Align and coordinate with multiple external and internal stakeholders on customer specific requirements with Internal Operating Procedure (IOP) and Standard Operating Procedure (SOP) as outputs.
• Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.
• Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders.
• Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience
• Coordinate closely with the Global CX Consultant and the network of CX Consultants across other locations for a consistent service delivery
• Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network.
• Drive continuous improvement to improve efficiency and ease of doing business with Maersk.
• Manage first level of operational escalations and non-routine exceptions, including establishing contingency plans to mitigate impact.
• Proactively provide insights to customers on potential service disruptions and work with them in developing business continuity or recovery plans.
• Facilitate regular monthly business reviews with customers to discuss performance and align on future plans and priorities

Enable Growth

• Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.

Value-Enhancing

• Collaborate with customers on strategic projects and initiatives that deliver immediate to near-term tangible business outcomes.

Accountable for:

• Driving customer satisfaction and achieving customer-specific KPI and SLA pertinent to locally managed business.
• Delivering operational excellence to provide seamless customer experience while maximizing individual productivity
• Supporting growth by tapping opportunities for additional revenue streams and following up on customer contract fulfilment
• Creating additional value for customers by partnering on initiatives aimed at achieving their business objectives

Key metrics:

• Customer Satisfaction i.e. Net Promoter Score
• Customer-felt KPI/SLAs
• Process specific KPI/SLAs
• Service Package Compliance
• Productivity
• Upselling/Cross Selling
• Volume Conversion/Contract Fulfillment
• Value-Enhancing Business Impact

Key competencies:

• 3-4 years of relevant experience. Ownership, Customer Orientation (Advanced)
• Effective Communication, Data Savvy (Proficient).
• Problem Solving Skills
• Product knowledge in Lead Logistics, Landside/First mile, Depots & Customs

UAE National with a family book.

We're committed to embracing the rich geographical diversity present in the communities where we operate, including here in the UAE.

Alongside our dedication to fostering an inclusive workplace environment, we're actively supporting Emiratization initiatives set forth by the UAE government, ensuring the meaningful and efficient employment of its citizens.

While we welcome applications from all qualified candidates for this position, we are currently prioritizing candidates that hold a UAE Family book.

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.

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 [e-mail].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains.

As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people.

With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.

For more information.

All the way.