Integrated Customer Experience Manager - Finland

Maersk Finland OY; Helsinki; On-site; EUR 90,000 - 120,000; Full time

Job summary

Maersk in Helsinki seeks an Integrated Customer Experience Manager to lead a diverse, international team delivering top-tier customer service. You will coach leaders, drive engagement, and translate strategy into actionable plans across global stakeholders.

You will build relationships with customers, steer commercial and operational strategies, and champion continuous improvement while aligning with Maersk’s values and diversity commitments.

Qualifications

• Excellent understanding of logistics process, procedures and practices (nice to have).
• Excellent written and verbal communication skills both Norwegian and English.
• Strategic planning and goal setting relating to the department and to the position.
• Bachelor degree or above.
• Professional PC skills – at least Microsoft Outlook, Word, Excel and Power Point.
• Ability to work under pressure, in dynamic and multi cultural environment.
• Open mind, strong drive, commitment and sense of urgency.

Responsibilities

• Provide excellent customer experience as a solid foundation for business growth, through efficient and highly skilled team.
• Manage, supervise and provide leadership for all aspects of the Customer Experience team activities, drive implementation of commercial and operational strategies.
• Organize, coach, challenge, and develop team members, including proactive daily support to the team.
• Maintain and develop strong relationship with customers including conducting regular service calls and business reviews.
• Drive continuous improvement, monitor team performance against set Targets and take corrective actions as required.
• Act as escalation point for unresolved matters within or handled by the team.
• Act as a role model by representing the voice of the customers throughout the organization whilst protecting the company’s interests.
• Provide solutions and take the lead in resolving end-to-end process issues.
• Plan and develop leadership and subject matter specialist pipeline through regular Talent, Career and Development conversations

Skills

Leadership

Strategic planning

Communication skills

Cross-cultural

Stakeholder management

Education

Bachelor degree or above

Job description

Are you feeling passionate about delivering excellent service through people, enabled by systems and technology? Do you get motivated by working with multi-cultural stakeholders with global orientation? Are you thriving in fast paced, dynamic and robust organization? Then you might be just who we are looking for! In 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 Leader you are expected to be a people and business leader at the same time. You need to present strong leadership skills, drive team engagement and be able to translate vision and strategy into something tangible for your teams. You will be responsible to coach, guide and develop your leaders and indirectly their extended team, to enable them to understand our customer needs and provide them an excellent service. We are currently looking for a Integrated Customer Experience Manager. We offer: An exciting role, part of a dynamic and international organization with the possibility to continuously apply and develop your competencies. You will get international exposure: As part of your job you will be building relationships with high level stake-holders and cross functional teams across the globe. As a performance-oriented company, we strive to always recruit the best person for the job – regardless of gender, age, nationality, sexual orientation or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high-performing teams.

Key Responsibilities

• Provide excellent customer experience as a solid foundation for business growth, through efficient and highly skilled team.
• Manage, supervise and provide leadership for all aspects of the Customer Experience team activities, drive implementation of commercial and operational strategies
• Organize, coach, challenge, and develop team members, including proactive daily support to the team
• Maintain and develop strong relationship with customers including conducting regular service calls and business reviews
• Drive continuous improvement, monitor team performance against set Targets and take corrective actions as required.
• Act as escalation point for unresolved matters within or handled by the team
• Act as a role model by representing the voice of the customers throughout the organization whilst protecting the company’s interests.
• Provide solutions and take the lead in resolving end-to-end process issues.
• Plan and develop leadership and subject matter specialist pipeline through regular Talent, Career and Development conversations

Key Metrics

• NPS
• Agreed Customer Specific KPIs
• Team Productivity
• Commercial Growth
• Team Engagement

We are looking for:

• Excellent understanding of logistics process, procedures and practices (nice to have)
• Excellent written and verbal communication skills both Norwegian and English
• Strategic planning and goal setting relating to the department and to the position
• Bachelor degree or above
• Professional PC skills – as minimum Microsoft Outlook, Word, Excel and Power Point
• Ability to work under pressure, in dynamic and multi cultural environment
• Open mind, strong drive, commitment and sense of urgency

We look forward to your application!

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 click here. All the way.