Logistics & Customer Experience Team Lead (Onsite)

A.P. Moller - Maersk; Pasig; Sur place; PHP 1 800 000 - 2 400 000; Plein temps

Résumé du poste

Maersk is seeking a Customer Experience Leader in Manila, Pasig area, to lead a team of agents handling a diverse customer portfolio and optimize both non-physical and outsourced product delivery. You will drive CX strategy, promote digital solutions, and ensure cost-conscious, safe, and reliable service across a defined geography.

The role emphasizes strong stakeholder relationships, cross-functional collaboration, and ongoing transformation to elevate customer experience from transactional to

Qualifications

• At least 3 years of recent leadership experience in the logistics industry.
• Bachelor’s degree in Supply Chain, Logistics, or a relevant discipline.
• Strong business acumen and excellent commercial knowledge of the local market landscape.
• Continuous growth and improvement mindset with a global orientation.
• Effective leadership and coaching skills.
• Strong prioritization capabilities.
• Cost consciousness.
• Knowledge of and relationships with key local stakeholders.
• Open to working a day shift schedule and onsite arrangement.

Responsabilités

• Lead a team of agents managing a portfolio of customers, optimizing the delivery of non-physical and outsourced physical products.
• Support customers proactively and drive issue resolution within a specific geography.
• Foster strong customer relationships and team engagement.
• Promote the adoption of our digital solutions for customers and CX teams.
• Implement cost-saving plans aligned with procurement logic to maintain a deflationary cost profile while ensuring safety and reliability.
• Design and drive revenue-optimizing opportunities.
• Evaluate, justify, support, and critique decisions related to the development and implementation of Maersk Integrated Management Systems.
• Build strong relationships with customers, understanding their business, service needs, drivers, and desires.
• Monitor customer satisfaction across segments and collaborate with relevant teams to drive local improvements.
• Represent the voice of the customers throughout the organization while maintaining the company’s vision.
• Review and update SOPs/IOPs based on frequent issue resolution and exception management.
• Ensure good collaboration and customer experience as part of cross-functional teams.
• Work closely with GSC to lead and accelerate efficiency.
• Identify recurring issues in delivery performance and initiate steps to address root causes.
• Support onboarding and coaching of new and existing team members to build a productive and consultative team.
• Drive transformations and change management initiatives to eliminate undue complexity and shift the customer experience culture from transactional to consultative and value-added.

Connaissances

Leadership experience

Strategic thinking

Communication skills

Local market knowledge

Cost awareness

Coaching & mentoring

Prioritization

Onsite readiness

Formation

Bachelor's degree in Supply Chain or related

Description du poste

Maersk is seeking a Customer Experience Leader in Manila, Pasig area, to lead a team of agents handling a diverse customer portfolio and optimize both non-physical and outsourced product delivery. You will drive CX strategy, promote digital solutions, and ensure cost-conscious, safe, and reliable service across a defined geography.

The role emphasizes strong stakeholder relationships, cross-functional collaboration, and ongoing transformation to elevate customer experience from transactional to