Customer Experience Team Leader –4 PL Control Tower

A.P. Moller - Maersk; Rotterdam; On-site; EUR 75,000 - 110,000; Full time

Job summary

Maersk is seeking a Customer Experience Team Leader to guide the BASF 4PL Control Tower, developing the team and ensuring strong service delivery in a dynamic customer environment.

You will drive performance, coach staff, and partner with internal and BASF stakeholders to transform processes and outcomes. The role requires a proactive mindset and collaboration across functions to balance customer needs with operational efficiency.

Qualifications

• Experience leading, coaching or developing teams.
• Strong customer orientation and stakeholder management.
• Ability to use KPIs and data to drive performance improvements.
• Comfort with change, transformation and process simplification.

Responsibilities

• Provide day-to-day leadership and prioritisation for the BASF 4PL Control Tower team.
• Coach and develop colleagues with clear expectations and growth plans.
• Manage performance lifecycle, including evaluations and resource planning.
• Drive operational and customer performance with global service center teams.
• Identify and implement improvements using KPIs, data and customer feedback.
• Lead change initiatives to simplify, standardise and automate processes.
• Collaborate across the 4PL ecosystem and build strong stakeholder relationships.

Skills

People leadership

Operational mindset

Customer experience

Change management

Stakeholder management

Job description

We are looking for a Customer Experience Team Leader to lead our BASF 4PL Control Tower team.

This role goes beyond traditional day-to-day team management. You will be responsible for leading and developing the team while ensuring strong operational performance, an excellent customer experience and continued evolution of the BASF 4PL operation. The successful candidate needs to be comfortable leading through change, challenging existing ways of working and turning transformation into practical improvements for both the customer and the team.

Key responsibilities

Lead and develop the team

• Provide day-to-day leadership, direction and prioritisation for the BASF 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.

Drive operational and customer performance

• 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.
• Ensure effective follow-up on operational exceptions, recurring issues and customer concerns.
• Work closely with internal stakeholders and the customer to maintain a reliable and proactive service.

Lead change and continuous improvement

• Actively identify opportunities to simplify, standardise, automate or improve existing processes.
• Translate improvement opportunities into clear actions and engage the team in implementing them.
• Support the BASF organisation through upcoming system and process transformations.
• Help evolve the Control Tower operating model by balancing customer requirements, operational effectiveness and internal productivity.

Collaborate across the 4PL ecosystem

• Work across the wider Maersk organisation and with different operational teams supporting the BASF solution.
• Ensure clear ownership and collaboration across activities performed within and outside the local Control Tower.
• Build strong relationships with BASF and carrier stakeholders and act as an effective escalation point when required.
• Connect operational execution with broader customer objectives and transformation priorities.

What we are looking for

You are a people-focused leader with a strong operational mindset who is comfortable working in a complex customer environment.

Ideally, you bring:

• 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
• Ability to balance people, customer, operational and business priorities
• A collaborative working style and the confidence to work across different functions and organisational levels
• Interest in digitalisation, automation and new ways of working

What will make you successful

Success in this role is not only about keeping today’s operation running.

We are looking for someone who can lead the team today while helping shape the BASF Control Tower of tomorrow** :** developing people, strengthening customer experience, improving productivity, driving standardisation and supporting the transformation of the operation.

As part of our background check, you could be asked to obtain VOG.

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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