Strategic Accounts Customer Care Specialist - Africa Regional Office

American President Lines; Rungis; Sur place; EUR 45 000 - 60 000; Plein temps

Résumé du poste

A leading logistics company in Rungis is seeking a Strategic Accounts Customer Care Specialist. This role requires ownership of strategic accounts, managing customer experience, and driving performance improvement. Candidates should have at least 5 years of experience in the shipping industry, communication skills, and experience in customer care management for corporate accounts. The position offers a dynamic work environment focused on innovation and customer service.

Qualifications

• 5 years of experience in Shipping Industry ideally in leading customer care teams.
• Demonstrable results in customer experience management for large/corporate accounts.
• Ability to build strong working relationships across the network.

Responsabilités

• Monitor Strategic Accounts KPIs and targets defined at Group level.
• Manage operational performance for the strategic accounts in the region.
• Act as escalation point for recurring operational issues.

Connaissances

Analytical & Reporting aptitude (Data, Qliksense)

Effective communication skills

Experience in Shipping Industry

Customer experience management

Formation

University degree

Description du poste

Overview

Strategic Accounts Customer Care Specialist - Africa Regional Office. Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group continually innovates to offer its customers a complete and efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050. Through the CMA CGM Foundation, the Group acts in humanitarian crises that require emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world. Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

YOUR ROLE

The Regional Office Strategic Accounts Customer Care Specialist will take full ownership for the activities of the Strategic Accounts managed by the regional office, agencies and will report to the Regional Office Customer Care Manager and functionally to the Head of Strategic Accounts Customer Care in Head Office. As customer care business owner, the incumbent will be responsible to drive effectiveness of the Strategic Accounts Customer Care strategy defined by Head Office and will monitor Strategic Accounts performance KPIs, continuous improvement and actions plans follow up within his/her region. The Incumbent will also work closely with HO/RO Strategic Accounts Commercial Network to achieve ease of doing business for our Strategic Accounts.

What are you going to do?

• Monitor Strategic Accounts KPIs and targets defined at Group level.
• Monitor Strategic accounts performance within the regional scope.
• Define and follow up action plans to address recurrent issues.
• Ensure that action plans are well implemented and report to HO management achievements.
• Manage operational performance for the strategic accounts in the region, monitor KPIs on a weekly basis and initiate root-cause analysis and corrective actions for non-performance and recurrent operational issues in cooperation with Strategic Accounts Management desks in agencies.
• Act as escalation point for recurring operational issues that cannot be solved at country level with the support of the Focal Point.
• Follow up on action plans implementation.
• Monitor Group Strategic Accounts processes are well implemented within their regional scope.
• Monitor Customer Experience Group tools deployment within the region (NPS, TPS, CJM, NOVA…).
• Monitor Strategic Accounts specific processes and RACI implementation within the region.

Who are we looking for?

• University degree holder.
• 5 years’ experience in Shipping Industry ideally in leading customer care teams in logistics / maritime domain.
• Analytical & Reporting aptitude (Data, Qliksense).
• Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management).
• Demonstrable results in customer experience management for large/corporate accounts.
• Ability to build strong and effective working relationships with peers across the network.