Customer Experience Team Leader –4 PL Control Tower

Maersk Line Limited; Rotterdam; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Maersk in Rotterdam is seeking a Customer Experience Team Leader to lead our 4PL Control Tower and shape the future of the 4PL operation for our chemical customer. You will guide a dedicated team, set priorities and ensure exceptional service delivery in a complex, change-heavy environment.

You will translate improvement opportunities into actionable plans, coach staff, collaborate with Global Service Center and carrier partners, and balance customer needs with operational efficiency.

Qualifications

• 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.
• Continuous-improvement mindset and willingness to challenge established ways of working.
• Comfort with 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.
• Collaborative working style across functions and levels.
• Interest in digitalisation, automation and new ways of working.

Responsibilities

• Provide day-to-day leadership, direction and prioritisation for the 4PL Control Tower team.
• Coach and develop colleagues, creating clear expectations and supporting individual growth.
• Manage the employee lifecycle, including performance management and resource planning.
• Build an engaged, accountable team culture with strong customer and operational ownership.
• Own the team's operational performance and service delivery with Global Service Center teams.
• Use KPIs and customer feedback to identify issues and opportunities for improvement.
• Ensure effective follow-up on operational exceptions and customer concerns.
• Collaborate with internal stakeholders and the customer to maintain reliable service.
• Identify opportunities to simplify, standardise, automate or improve processes.
• Translate improvements into actions and engage the team in implementation.
• Support system and process transformations and evolving operating models.
• Build relationships across the 4PL ecosystem and with customer/carrier stakeholders.

Skills

Customer Experience

Supply Chain Management

4PL

Logistics

People leadership

KPIs / data driven

Change management

Stakeholder management

Problem solving

Automation / digitisation

Job description

Customer Experience Team Leader – 4 PL Control Tower

We are looking for a Customer Experience Team Leader to lead our 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 4PL operation for our big chemical customer . 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 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.

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 customer 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 customer solution.
• Ensure clear ownership and collaboration across activities performed within and outside the local Control Tower.
• Build strong relationships with the customer 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 customer 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.

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] .