4PL Control Tower: Customer Experience Leader

APM Terminals Gothenburg; Rotterdam; On-site; EUR 60,000 - 80,000; Full time

Job summary

Maersk in Rotterdam is seeking a Customer Experience Team Leader to lead our 4PL Control Tower team. You will drive daily operations, develop people and ensure excellent customer experience while evolving the 4PL operation for a major chemical client.

You will lead through change, challenge current ways of working and translate transformation into practical improvements for both the customer and the team. Strong stakeholder leadership is essential.

Qualifications

• Previous experience in Customer Experience, Supply Chain Management, 4PL, logistics or a comparable operational environment.
• Experience leading, coaching or developing people.
• Strong customer orientation and stakeholder-management skills.
• Ability to use operational data and KPIs to manage performance and drive improvement.
• A continuous-improvement mindset and willingness to challenge established ways of working.
• Confidence working through ambiguity, change and transformation.
• Strong problem-solving skills and the ability to translate challenges into practical solutions.

Responsibilities

• Lead and develop the team.
• Provide day-to-day leadership, direction and prioritisation for the customer 4PL Control Tower team.
• Coach and develop colleagues, creating clear expectations and supporting individual growth.
• Manage the employee lifecycle, including performance management, development conversations and resource planning.
• Build an engaged, accountable team culture with strong customer and operational ownership.
• Take ownership of the team's operational performance and service delivery together with our Global Service Center teams.
• Use KPIs, productivity data, Case Management and customer feedback to identify issues and improvement opportunities.
• Translate improvement opportunities into clear actions and engage the team in implementing them.

Skills

Team leadership

Stakeholder management

Customer experience

Data-driven

Continuous improvement

Problem solving

Change management

Cross-functional collaboration

Digitalisation

Job description

Maersk in Rotterdam is seeking a Customer Experience Team Leader to lead our 4PL Control Tower team. You will drive daily operations, develop people and ensure excellent customer experience while evolving the 4PL operation for a major chemical client.

You will lead through change, challenge current ways of working and translate transformation into practical improvements for both the customer and the team. Strong stakeholder leadership is essential.