Global Client CX Leader – Retail, Industrial & Mining

Maersk; Lille; Sur place; EUR 90 000 - 140 000; Plein temps

Résumé du poste

Maersk in Lille, France seeks a senior CX leader to drive Key Client, Enterprise Client and Strategic Client programs across the global account teams. You will shape customer experience strategies, coordinate cross-functional actions, and ensure profitable growth with a customer-led mindset.

You will build and structure CX teams, mentor leaders, and align local priorities with Maersk’s global standards and MWBs.

Qualifications

• 100% KC, EC and SC customer retention in the Area
• High customer satisfaction metrics
• Team structure and resource planning & optimization
• Employee engagement and team health metrics
• People and talent pipeline management for CX teams
• Executing growth plans (up- and cross-selling)
• Establishing senior business relationships with customers
• Broad knowledge of supply chain strategy and execution
• Lead customer experience / order management with customer-led mindset
• Ability to lead, coach and motivate teams toward a shared vision
• Balance expertise in customers’ pursued goals and Maersk priorities

Responsabilités

• Lead the vertical portfolios of global Key Client, Enterprise Client and Strategic Clients to unleash the value of mutual partnerships for Maersk and the customer.
• Engage with global account team on account plans and execution.
• Build awareness and insights in customers' supply chain plans and priorities.
• Ensure CX drives proactive customer support and issue resolution for a seamless experience across all products.
• Collaborate with regional leadership to drive strategic initiatives and MWBs.
• Structure the local KC, EC and SC CX teams in optimized groupings across verticals and accounts.
• Lead and coach CX team leaders and ensure development.
• Train CX teams in global standards with SOPs and local product knowledge.
• Develop teams with diverse competencies to maximize customer value of By Maersk models.
• Maintain regular connections with GSC leaders on performance and planning.
• Share best practices with regional CX stakeholders to drive standardization.

Connaissances

Leadership

CX strategy

Account management

Cross-functional collaboration

French & English

Description du poste

Maersk in Lille, France seeks a senior CX leader to drive Key Client, Enterprise Client and Strategic Client programs across the global account teams. You will shape customer experience strategies, coordinate cross-functional actions, and ensure profitable growth with a customer-led mindset.

You will build and structure CX teams, mentor leaders, and align local priorities with Maersk’s global standards and MWBs.