Customer Program Director

Maersk; East Midlands; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading logistics company in the UK is seeking a Customer Program Director to lead the global Customer Experience community. This role requires significant experience in operational management and a proven ability to build strong relationships with customers and stakeholders. You'll enhance customer satisfaction and drive results through your leadership of the CX team in a diverse and high-paced environment. Flexible working options may be available.

Benefits

25 days annual leave

Annual bonus

Pension scheme

Employee Assistance Program

Family-friendly benefits

Qualifications

• Significant relevant experience with a proven track record in operational management.
• Excellent ability to build relationships with customers and internal stakeholders.
• Proven and sustained track record of delivery with focus on driving results through others.

Responsibilities

• Lead the global Customer Experience community to operationally serve one of our Key Clients.
• Enhance customer satisfaction through regular performance reviews.
• Set up plans for on-boarding, training, and development of the CX team.

Skills

Operational management

Relationship building

Communication skills

Lean tools

Education

Degree educated or equivalent

Job description

Opportunity

At Maersk we are on a revolutionary journey to simplify global trade which will give us the chance to offer a major impact on the world economy and on your career. At Maersk we want to be a true integrator of container logistics connecting and simplifying our customers supply chain through global end‑to‑end solutions. We count on our diverse people to make it happen.

We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

What We Offer

This is an exciting career opportunity in an international challenging business setting known for diversity and a high‑paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together go all the way for our customers, society and for each other.

Job Description

As the Customer Program Director (CPD) you lead the global Customer Experience (CX) community to operationally serve one of our Key Clients. You are an essential element of the global account team, resulting in successful customer experience and business growth around the globe. This role covers all products and services (OCELnS) and all brands.

You work together with the Key Client Director (KCD) as the client expert internally and the client advisor externally.

You lead improvement and value‑adding projects and guide the implementation of new customer business for Maersk.

Specific Responsibilities

• Service delivery and customer satisfaction
• Enhance customer satisfaction through regular calls, reviewing performance and making forward‑looking plans.
• Lead the customer transformation and verify implementation of value‑creating projects in the customer supply chain.
• Productivity and Profitability
• Find and implement possibilities of productivity improvement against service delivery level.
• Enable sharing of operational expertise and knowledge within the community through day‑to‑day execution and participation in inspirational workshops.
• Represent the customers interests internally during additional business implementations.
• People Development
• Set up plans for on‑boarding, training and development of the CX team serving the customer.
• Be involved in objective setting & performance management of the CX team.
• Provide recognition & feedback proactively.
• Collaboration & community development
• Engage with Commercial, Operational and Product experts to explore new developments servicing changes in customer demand.
• Host global/regional Client Program Management meetings calls and share best practices proactively with the option to travel.

Person Specification

• Significant relevant experience with a proven track record in operational management.
• Degree educated or equivalent preferred.
• Understanding and passion for driving Operational Excellence and Value Creation in the business.
• Excellent ability to build relationships with customers and internal stakeholders.
• Ability to work in a matrix organisation and drive outcomes with influence over decision makers.
• Proven and sustained track record of delivery with focus on driving results through others.
• Experience of working with a wide variety of complex operational and commercial challenges.
• Exposure and understanding of Business Improvement / Lean tools.
• Excellent communication and influence skills.
• Ability to lead regional and globally managed teams to drive customer outcomes effectively.
• Being a team member supporting the global / regional / country teams proactively.
• Ability to build strong, effective networks.
• Knowledge of risk management with the ability to identify activities.

What We Offer

• 25 days annual leave with the option to buy or sell 5 days.
• Annual bonus and pension scheme.
• Family‑friendly benefits and retailer discounts through our Benefits partner.
• Access to our Employee Assistance Program with free access to mental and financial health tools.
• For eligible roles we also offer short‑term incentives to recognise, appreciate and reward your work for delivering outstanding results.
• Whilst the role is advertised as full‑time we would be happy to discuss possible flexible working options.

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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