Customer Experience Manager

A.P. Moller - Maersk; Liverpool; On-site; GBP 70,000 - 95,000; Full time

Job summary

Maersk in the United Kingdom is seeking a Customer Experience Manager to lead a team of Customer Experience Partners managing a diverse portfolio with high volumes and evolving operational needs.

The role delivers a proactive, seamless and increasingly digital customer experience, using insights to protect volumes, improve satisfaction, optimise resources and identify opportunities for sustainable growth, in collaboration with Sales, Product and Global Service Centres.

Qualifications

• Leadership experience within Customer Experience, logistics, supply chain or order management.
• Proven ability to lead, coach and develop Customer Experience Agents.
• Strong customer, commercial and operational mindset.
• Experience managing complex or high-volume customer portfolios.
• Ability to use data to manage performance, demand, and resources.
• Experience driving digital adoption and process improvement.
• Strong stakeholder-management, communication, and influencing skills.
• Effective performance management, prioritisation, and problem-solving skills.
• Continuous-improvement and cost-conscious mindset.

Responsibilities

• Build strong customer relationships and ensure Customer Experience Partners understand customers’ businesses, supply chains, and service needs.
• Ensure proactive customer support, clear communication, and timely issue resolution.
• Act as the escalation point for complex, recurring or high-impact customer issues.
• Represent the voice of the customer and translate feedback into measurable improvement plans.
• Identify common customer needs and establish scalable solutions across the portfolio.
• Drive adoption of digital solutions, including web-based self-service and, where appropriate, EDI and API integration.
• Support effective customer onboarding.
• Reduce avoidable offline activity, manual handling, and contacts per shipment.
• Monitor order and case-handling quality, customer accessibility, productivity, and cost to serve.
• Manage volume forecasting and allocation delivery with Sales, translating demand into effective resource plans.
• Ensure SOPs and standard processes remain current, understood, and consistently applied.
• Lead, coach, and motivate Customer Experience Partners, setting clear expectations and accountability for customer and business outcomes.
• Manage daily team performance, workload, capacity, and priorities.
• Ensure Customer Experience Partners receive effective onboarding, training, coaching and ongoing development.
• Build capability across customer management, operational execution, digital solutions, and commercial awareness.
• Create an inclusive, engaged, and high-performing environment.
• Support Customer Experience Partners in moving from transactional service towards proactive, consultative, and value-adding customer management.
• Use customer feedback, performance data, and recurring issues to identify structural improvements.
• Lead root-cause analysis and implement sustainable corrective actions.
• Simplify and standardise processes to reduce customer effort and improve efficiency.
• Work with Global Service Centres and cross-functional partners to improve service quality and operational performance.
• Embed a continuous-improvement mindset within the team.
• Protect customer volumes and support retention across the portfolio.
• Identify appropriate up-selling and cross-selling opportunities with Sales and Product teams.
• Coach Customer Experience Partners to recognise customer needs and identify relevant service opportunities.
• Monitor portfolio trends, revenue leakage, growth opportunities, and risks.
• Support the conversion and implementation of new or additional business.

Skills

Leadership exp

CX management

Logistics knowledge

Data-driven

Stakeholder mgmt

Digital adoption

Coaching

Cross-functional collaboration

Problem solving

Job description

At Maersk, we have big plans. Our aspiration is to become the global expert in integrated logistics, offering a truly end-to-end service that makes daily trade simpler and easier than ever.

As a key member of our frontline team, you’ll be supported by leading-edge technology and innovative solutions that will help you to meet the diverse needs of our clients. Join us and be part of a dynamic environment where your skills and expertise will be valued and rewarded. Go big, join Maersk!

Purpose of the role

Lead a team of Customer Experience Partners managing a diverse customer portfolio, including customers with high volumes, dynamic buying patterns and varying operational needs.

The Customer Experience Manager is accountable for delivering a proactive, seamless, and increasingly digital customer experience. The role uses customer insight and performance data to protect volumes, improve satisfaction, optimise resources, and identify opportunities for sustainable growth.

Working closely with Sales, Product, Global Service Centres and other cross-functional teams, the role balances personalised customer support with scalable, standardised, and efficient ways of working.

Customer Experience

• Build strong customer relationships and ensure Customer Experience Partners understand customers’ businesses, supply chains, and service needs.
• Ensure proactive customer support, clear communication, and timely issue resolution.
• Act as the escalation point for complex, recurring or high-impact customer issues.
• Represent the voice of the customer and translate feedback into measurable improvement plans.
• Identify common customer needs and establish scalable solutions across the portfolio.

Digital Adoption and Operational Performance

• Drive adoption of digital solutions, including web-based self-service and, where appropriate, EDI and API integration.
• Support effective customer onboarding.
• Reduce avoidable offline activity, manual handling, and contacts per shipment.
• Monitor order and case-handling quality, customer accessibility, productivity, and cost to serve.
• Manage volume forecasting and allocation delivery with Sales, translating demand into effective resource plans.
• Ensure SOPs and standard processes remain current, understood, and consistently applied.

Leadership and Development

• Lead, coach, and motivate Customer Experience Partners, setting clear expectations and accountability for customer and business outcomes.
• Manage daily team performance, workload, capacity, and priorities.
• Ensure Customer Experience Partners receive effective onboarding, training, coaching and ongoing development.
• Build capability across customer management, operational execution, digital solutions, and commercial awareness.
• Create an inclusive, engaged, and high-performing environment.
• Support Customer Experience Partners in moving from transactional service towards proactive, consultative, and value-adding customer management.

Continuous Improvement

• Use customer feedback, performance data, and recurring issues to identify structural improvements.
• Lead root-cause analysis and implement sustainable corrective actions.
• Simplify and standardise processes to reduce customer effort and improve efficiency.
• Work with Global Service Centres and cross-functional partners to improve service quality and operational performance.
• Embed a continuous-improvement mindset within the team.

Commercial Performance

• Protect customer volumes and support retention across the portfolio.
• Identify appropriate up-selling and cross-selling opportunities with Sales and Product teams.
• Coach Customer Experience Partners to recognise customer needs and identify relevant service opportunities.
• Monitor portfolio trends, revenue leakage, growth opportunities, and risks.
• Support the conversion and implementation of new or additional business.

Skills and Experience

• Leadership experience within Customer Experience, logistics, supply chain or order management.
• Proven ability to lead, coach and develop Customer Experience Agents.
• Strong customer, commercial and operational mindset.
• Experience managing complex or high-volume customer portfolios.
• Ability to use data to manage performance, demand, and resources.
• Experience driving digital adoption and process improvement.
• Strong stakeholder-management, communication, and influencing skills.
• Effective performance management, prioritisation, and problem-solving skills.
• Continuous-improvement and cost-conscious mindset.
• Ability to operate effectively within a cross-functional organisation.

Reporting line and team structure:

The Customer Experience Manager will report to the relevant senior Customer Experience leader and will have direct responsibility for a team of Customer Experience Partners.

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].