Head of Logistics Customer Experience

A.P. Moller - Maersk; Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Maersk is seeking a Customer Experience Leader in Manila to lead a team of agents delivering superior service to a portfolio of customers. You will proactively support customers, resolve issues, and promote a culture of collaboration and empathy across cross-functional teams.

The role emphasizes adoption of digital tools, cost-conscious improvements, and revenue-optimizing initiatives while maintaining safety and reliability in operations.

Qualifications

• 3+ years in leadership within the logistics industry.
• Bachelor’s degree in logistics, supply chain, or a related field.
• Strong commercial acumen and knowledge of the local market landscape.
• Excellent leadership and coaching skills with a growth mindset.
• Willingness to work a day shift and onsite in Manila.

Responsibilities

• Lead a team of agents managing a portfolio of customers and optimize delivery of services.
• Proactively support customers and ensure timely issue resolution within the assigned geography.
• Foster strong customer relationships and boost team engagement through collaboration and empathy.
• Coach team members on behaviours that support a consistent customer experience and adherence to SOPs.
• Monitor SLAs, identify blockers, and drive timely resolution of customer concerns and operational issues.
• Drive adoption of digital solutions and design revenue-optimizing opportunities.

Skills

Leadership

Team management

Customer experience

SLA monitoring

Coaching

Prioritization

Commercial awareness

Onsite work

Global mindset

Education

Bachelor’s degree in Supply Chain

Job description

Maersk is seeking a Customer Experience Leader in Manila to lead a team of agents delivering superior service to a portfolio of customers. You will proactively support customers, resolve issues, and promote a culture of collaboration and empathy across cross-functional teams.

The role emphasizes adoption of digital tools, cost-conscious improvements, and revenue-optimizing initiatives while maintaining safety and reliability in operations.