Customer Experience Manager

APM Terminals Gothenburg; Chennai District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Maersk in Chennai, India is seeking a Senior CX Leader to drive contact center operations in line with global strategy. Lead the CX program, design scalable teams, and govern service levels across regions.

You will coach managers, push continuous improvement, ensure performance metrics, and collaborate with cross-functional partners to deliver exceptional customer journeys. 8+ years in leadership and a bachelor’s degree are required; shift flexibility may be needed.

Qualifications

• Bachelor’s degree or equivalent experience.
• 8+ years in contact center management or similar leadership.
• Strong leadership and people management; experience managing managers or large teams.
• Proven ability to drive performance, operational excellence, and customer satisfaction.
• Strong stakeholder management and communication skills.
• Ability to operate in complex, fast-paced environments and manage multiple priorities.
• Experience in building and scaling operations.

Responsibilities

• Lead and manage CX Contact Center operations in line with global strategy.
• Define and execute customer experience strategy across products, segments, and markets.
• Oversee team structure, workforce planning, and organizational design.
• Lead, coach, and develop Team Leaders and CX teams.
• Ensure service levels, KPIs, and targets via performance management.
• Drive continuous improvement to enhance CX, efficiency, and quality.
• Develop business continuity plans for critical processes.
• Monitor performance trends, identify risks, and implement corrective actions.
• Collaborate with cross-functional teams for seamless journeys and service delivery.
• Build and maintain relationships with internal and external stakeholders.
• Identify growth opportunities including up-sell and cross-sell aligned with strategy.

Skills

Leadership

People management

Stakeholder management

Communication

Performance management

Program management

Change management

Prioritization

Education

Bachelor's degree

Tools

SAP

Excel

Lean Six Sigma

Project management

Job description

Key responsibilities

• Lead and manage CX Contact Center operations, ensuring alignment with regional and global strategy.
• Define and execute customer experience strategy to meet customer needs across products, segments, and markets.
• Oversee team structure, workforce planning, and organizational design to support operational scalability.
• Lead, coach, and develop Team Leaders and CX teams, fostering a high-performance and customer-centric culture.
• Ensure achievement of service levels, KPIs, and operational targets through structured performance management.
• Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and quality.
• Develop and implement business continuity plans for critical customer processes.
• Monitor performance trends, identify risks, and implement corrective action plans.
• Collaborate with cross-functional teams to ensure seamless customer journeys and service delivery.
• Build and maintain strong relationships with internal and external stakeholders.
• Identify growth opportunities, including up-sell and cross-sell initiatives aligned with business strategy.

Required qualification, experience & skills

• Bachelor’s degree or equivalent experience.
• 8 + years of experience in contact center management or similar leadership roles.
• Strong leadership and people management skills, with experience managing managers or large teams.
• Proven ability to drive performance, operational excellence, and customer satisfaction.
• Strong stakeholder management and communication skills.
• Ability to operate in complex, fast-paced environments and manage multiple priorities.
• Experience in building and scaling operations.

Required Business/ Technical Knowledge

• Strong understanding of contact center operations and performance metrics.
• Knowledge of customer experience frameworks and continuous improvement methodologies.
• Experience with tools such as SAP and advanced Excel.
• Familiarity with Lean Six Sigma and/or project management methodologies.
• Understanding of logistics and supply chain operations (preferred).

Key measures

• Customer Satisfaction (CSAT)
• Service Level / Phone Accessibility
• Productivity and operational efficiency
• Average Handle Time (AHT) and Average Speed of Answer (ASA)
• Shrinkage and workforce effectiveness
• Volume growth and churn management

Shift Timings

• Flexibility to work in rotational shifts, including night shifts, based on business requirements.
• Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.

Diversity & Inclusion

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].

About Maersk

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.