Lead 4PL Control Tower: Elevate Customer Experience

APM Terminals Gothenburg; Rotterdam; On-site; EUR 90,000 - 120,000; Full time

Job summary

Maersk is seeking a Customer Experience Team Leader to guide the 4PL Control Tower for a major chemical customer. You will lead the team, drive performance, and shape the transformation of the operation while ensuring an excellent customer experience.

The role requires change leadership, coaching, and strong collaboration across Maersk's network. You will partner with internal stakeholders and the Global Service Center to deliver proactive service, standardise processes, and translate customer

Qualifications

• Experience leading Customer Experience in a supply chain or 4PL setting.
• Proven ability to coach and develop team members.
• Strong customer orientation and stakeholder management.
• Ability to use KPIs and data to drive improvements.
• Experience with transformation programs and process changes.
• Comfort with ambiguity and change.

Responsibilities

• Lead and develop the 4PL Control Tower team.
• Provide day-to-day leadership, direction and prioritisation for the customer 4PL Control Tower.
• Coach colleagues and manage performance, development conversations.
• Drive operational and customer performance with Service Centre teams.
• Identify issues from KPIs and customer feedback and implement improvements.
• Collaborate with internal stakeholders and the customer to ensure proactive service.
• Lead change, standardisation, automation and process improvements.
• Support system and process transformations and evolving operating model.
• Build strong relationships with customer and carrier stakeholders.
• Escalation point when required.

Skills

People leadership

Operational mindset

Customer experience

4PL / logistics

Stakeholder management

Data-driven decisions

Continuous improvement

Change management

Problem solving

Cross-functional collaboration

Digitalisation interest

Job description

Maersk is seeking a Customer Experience Team Leader to guide the 4PL Control Tower for a major chemical customer. You will lead the team, drive performance, and shape the transformation of the operation while ensuring an excellent customer experience.

The role requires change leadership, coaching, and strong collaboration across Maersk's network. You will partner with internal stakeholders and the Global Service Center to deliver proactive service, standardise processes, and translate customer