Manager (f/m/d) Global Quality & Process Excellence - AI & Digital Innovation - limited until 31.12.

Hapag-Lloyd AG; Deutschland; Hybrid; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

A leading global shipping company seeks a Customer Experience Manager to enhance customer engagement through AI-driven strategies. This role involves optimizing customer interactions, driving key projects aligned with company goals, and collaborating with multiple teams to ensure a streamlined customer journey. Ideal candidates will have a background in business or marketing, alongside strong project management skills and an analytical mindset.

Leistungen

Competitive remuneration including 13 salaries + vacation pay

At least 28 days of vacation with flextime

Company pension plan and health programs

Access to a company restaurant and subsidized public transport

Blended work model: 3 days in Hamburg, 2 days remote

Qualifikationen

• Relevant work experience in customer experience management.
• Experience in logistics or shipping is helpful.
• Excellent English communication skills; German is an advantage.

Aufgaben

• Lead AI-enhanced customer engagement initiatives across channels.
• Optimize tools and improve customer satisfaction.
• Collaborate with teams to deliver seamless customer experience.

Kenntnisse

Project Management

Stakeholder Management

Analytical Thinking

Communication

Agile Methodologies

Ausbildung

Degree in Business, Marketing, Engineering

Jobbeschreibung

Job Description

Join Hapag-Lloyd on our journey to become No. 1 in Quality by 2030. We're looking for a dynamic Customer Experience Manager to drive digital transformation, with a focus on AI-powered engagement tools and platforms like Salesforce. If you're passionate about reshaping the customer journey through data, technology, and smart strategy, we'd like to hear from you.

Responsibilities

• Lead AI-enhanced customer engagement initiatives across digital and traditional channels
• Drive key projects tied to our 2030 strategy and board-level priorities
• Optimize tools and processes to support global service agents and improve customer satisfaction
• Collaborate with tech, product, sales, and marketing teams to deliver a seamless customer experience
• Use customer data and KPIs to continuously improve interactions and outcomes
• Identify emerging trends and innovations in customer experience management

Qualifications

• A degree in Business, Marketing, Engineering or a related field, plus relevant work experience
• Strong project and stakeholder management skills
• Experience with agile methods is a plus
• A proactive, solution-oriented approach with strong analytical thinking
• Excellent communication skills in English; German is an advantage
• Experience in logistics or shipping is helpful

About Us

With a fleet of 287 modern container ships and a Vessel Capacity of 2.2 million TEU, as well as a Container Capacity of 3.2 million TEU including one of the world's largest and most modern reefer container fleets, Hapag-Lloyd is one of the world's leading liner shipping companies. In the Liner Shipping segment, the company has around 13,500 employees and 400 offices in 139 countries. Hapag-Lloyd has a container capacity of 11.9 million TEU - including one of the largest and most modern fleets of reefer containers. A total of 114 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees in this segment handle terminal activities and provide logistics services at selected locations.

About the Team

We offer:

• The opportunity to introduce solutions you believe in and to take on new challenges with responsibility
• Excellent career development opportunities supported by a wide range of training courses
• Competitive remuneration (13 salaries + vacation pay) and additional benefits, along with a permanent contract with a financially healthy company
• At least 28 days of vacation, flextime, capital-forming benefits, and a company pension plan
• Company restaurant with quality dishes and a coffee bar
• Location between the main train station and Jungfernstieg, with subsidized public transportation
• Blended work model: 3 days at headquarters in Hamburg and 2 days remote
• Health and sports programs, bicycle leasing, and more