Customer Experience Leader: CX Ops & Shipments

CMA CGM; Ciudad de México; On-site; MXN 900,000 - 1,350,000; Full time

Benefits offered by this job

None

Job summary

CMA CGM is seeking a Customer Service Leader in Mexico City to drive end-to-end customer experiences across ships, offices, and digital channels. You will coordinate cross-functional teams, manage escalations, and lead service reviews to ensure top-tier performance and continuous improvement.

The role emphasizes stakeholder management, KPI ownership, and a customer-centric mindset to support retention and operational excellence.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 5 years of experience in Customer Service or leadership roles is desirable.
• Strong focus on KPIs, service performance and continuous improvement.
• Ability to collaborate effectively with cross-functional teams.

Responsibilities

• Lead and coordinate Customer Service operations across channels.
• Ensure a consistent end-to-end customer experience.
• Manage escalations, service recovery and root-cause resolution.
• Lead customer meetings, service reviews, and follow-up on commitments.
• Monitor NPS, CSAT, response times, and resolution quality.
• Promote digital adoption and self-service platforms.
• Strengthen relationships to support retention and proactive communication.
• Ensure shipment tracking and cargo visibility for sensitive shipments.

Skills

Strategic Leadership

Customer Experience Management

Operational Excellence

KPI & Performance Management

Customer Satisfaction

Process Improvement

Stakeholder Management

Team Leadership

Data-Driven Decision Making

Cross-Functional Collaboration

Change Management

Executive Communication

Education

Bachelor's degree in Business Administration

Tools

Microsoft Office

LARA

NOVA

I-ROUTE

I-CUTOFF

CSA

Rules & Restrictions

Shipment visibility platforms

Job description

CMA CGM is seeking a Customer Service Leader in Mexico City to drive end-to-end customer experiences across ships, offices, and digital channels. You will coordinate cross-functional teams, manage escalations, and lead service reviews to ensure top-tier performance and continuous improvement.

The role emphasizes stakeholder management, KPI ownership, and a customer-centric mindset to support retention and operational excellence.