Sr. CX Manager – Head of Verticals

Maersk; Hamburg; Vor Ort; EUR 80.000 - 100.000; Vollzeit

Zusammenfassung

A global logistics company based in Hamburg is seeking a Senior Customer Experience Manager to lead a team of leaders in delivering exceptional service. This role emphasizes developing leaders, managing customer feedback, and enhancing satisfaction metrics. The ideal candidate has a strong background in Ocean Transportation or Supply Chain Management, excellent stakeholder management skills, and the ability to thrive in dynamic environments. The position offers competitive salary and opportunities for professional growth.

Leistungen

Collaboration with colleagues globally

Excellent training and career prospects

Compensation package including salary and bonuses

Qualifikationen

• Solid experience in Ocean Transportation and/or Supply Chain Management.
• Proven ability to lead leaders and manage large, complex teams.
• Strong knowledge in logistics across North West Europe.

Aufgaben

• Build and lead a team of highly engaged leaders.
• Own customer feedback and drive improvement initiatives.
• Develop and implement KPIs aligned with company vision.

Kenntnisse

Leadership

Stakeholder management

Problem-solving

Relationship-building

Data-driven decision making

Jobbeschreibung

Sr. CX Manager – Head of Verticals

Are you passionate about delivering excellent service through people, enabled by systems and technology? Do you thrive in a fast-paced, dynamic organization and enjoy working with multicultural stakeholders? Then you might be just what we are looking for in our next Customer Experience Leadership Team member.

At Maersk, we are on a journey to become The Global Integrator of Container Logistics. We believe in the greater mission of logistics, beyond transporting goods from A to B. We are improving life for all by connecting the world and simplifying our customers' supply chain. You will join this ground-breaking journey by strengthening the focus to become a truly customer-centric company, serving our customers' individual needs through our people, enabled by technology.

As a Senior Leader, you are expected to be both a business leader and a leader of leaders. You will demonstrate strong leadership skills, inspire engagement, and translate vision and strategy into tangible goals and actions. You will coach, guide, and develop your leadership team and their extended teams to understand customer needs and deliver excellent service.

We Offer

• Collaboration with colleagues and clients across the globe
• Excellent training and global career prospects
• Opportunities to enhance communication, problem-solving, and relationship-building skills
• Competitive salary and bonus package

Key Responsibilities

Leadership & Development

• Build and lead a team of highly engaged, knowledgeable, and diverse leaders
• Act as a leader of leaders, empowering and developing managers to elevate their teams
• Align personal goals with organizational objectives
• Conduct regular performance reviews and leadership development sessions

Customer Experience

• Own customer feedback and drive improvement initiatives
• Establish strong relationships with customer management teams
• Contribute to commercial growth through needs identification and upselling
• Participate in forums to shape products and services aligned with strategy

Performance

• Own Customer Satisfaction metrics for your team and area
• Ensure efficient and effective operations while maintaining high satisfaction
• Develop and implement KPIs aligned with company vision
• Set performance management structures for large, remote teams

What We Are Looking For

• Solid experience in Ocean Transportation and/or Supply Chain Management, with significant leadership exposure
• Proven ability to lead leaders and manage large, complex teams
• Strong knowledge and network in logistics across North West Europe (advantageous)
• Ability to thrive in a dynamic environment and navigate ambiguity
• Interest and experience in business transformation and technology enablement
• Structured, data-driven approach with Lean and project management principles
• Strong stakeholder management and relationship-building skills
• Empathetic, inspiring leadership style
• Ability to translate vision into actionable plans and motivate teams
• Collaborative mindset across diverse backgrounds and levels

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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