Strategic Accounts Customer Care Manager

American President Lines; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global shipping and logistics company seeks a Strategic Accounts Customer Care Manager in Kuala Lumpur. The role involves ownership of strategic accounts performance, monitoring key KPIs, and ensuring effective customer care strategy implementation. This position provides an opportunity to drive operational performance improvements and enhance customer experiences in a dynamic regional environment.

Qualifications

• Experience in managing strategic accounts and monitoring KPIs.
• Ability to handle operational performance and implement corrective actions.
• Familiarity with customer experience tools like NPS and TPS.

Responsibilities

• Monitor Strategic Accounts KPIs and define action plans for performance improvement.
• Ensure implementation of Group Strategic Account processes.
• Act as escalation point for operational issues.

Skills

Operational Performance Management

KPIs Monitoring

Customer Experience Management

Problem Solving

Job description

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

ID: 560388

Location:

Kuala Lumpur, MY

Strategic Accounts Customer Care Manager

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 is continually innovating to offer its customers a complete and increasingly 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 an 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.

The Strategic Accounts Customer Care Manager role, based in Regional Office, is a functional extension of the Head of the Strategic Accounts Customer Care in HO organization, part of the Global Customer Care Network.
The Regional Office Strategic Accounts Customer Care Manager 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 HO.
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.

Key Result Areas
➢ Monitor Strategic Accounts KPIs and targets defined at Group level
➢ Monitor Strategic accounts performance within the regional scope
➢ Action plan definition and follow up to address the recurrent issues
➢ Ensure that action plans are well implemented and report to HO management achievements.

Key Accountabilities/Duties
➢ 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 of action plans implementation
➢ Monitor Strategic Accounts KPIs and targets defined at Group level (NPS, numbers of CJM realized, TPS, customer care transformation, digital tools deployment…)
➢ Report to HO management on the assigned regional portfolio on a weekly basis
➢ Ensure 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

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines.