Team Lead - Logistics FinOps & Customer Experience

Maersk

Manila

On-site

PHP 1,800,000 - 2,400,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Maersk, a global leader in logistics, is seeking an experienced Head of Customer Experience in Manila to lead a team of agents serving a portfolio of customers. You will optimize delivery of non-physical and outsourced products, engage proactively with clients, and foster strong relationships while driving excellence in service across a defined geography.

The role focuses on scaling digital solutions for customers, implementing cost-saving and value-driven initiatives, guiding cross-functional

Qualifications

At least 2 years of 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.
Effective leadership and coaching skills.
Cost consciousness.

Responsibilities

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 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.