Customer Experience Excellence Lead

American President Lines; Karachi Division; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

CMA CGM Group in Pakistan is seeking a Customer Experience Effectiveness Manager to elevate service quality by driving performance management, analytics, and digital adoption.

The role involves data management, reporting, and cross-functional project leadership to improve customer satisfaction and align with global standards.

Candidates should have seven years of experience, a business/supply chain degree, and strong leadership and communication skills.

Qualifications

• Seven+ years of industry experience, preferably in a supervisory or assistant manager role.
• Strong analytical and negotiation skills, with the ability to interpret trade and market data.
• Proficiency in Microsoft Office, CRM systems, and trade management tools.
• Fluent in English; additional languages are an asset.

Responsibilities

• Drive Customer Care Experience and monitor strategic initiatives for operational improvement.
• Track metrics like response times and resolution rates; ensure governance and quality service.
• Perform regular data audits and address discrepancies; implement a country-level data framework.
• Utilize analytics tools to monitor interactions and generate actionable insights for decision-making.
• Coordinate with stakeholders to ensure progress on improvement actions and present monthly updates.
• Oversee country-level reporting and consolidate data into comprehensive reports.

Skills

Leadership

Analytical skills

Communication skills

Presentation skills

Data analysis

Negotiation

Education

Bachelor's degree in business, Supply Chain Management, or related field

Tools

Microsoft Office

CRM systems

Trade management tools

Job description

CMA CGM Group in Pakistan is seeking a Customer Experience Effectiveness Manager to elevate service quality by driving performance management, analytics, and digital adoption.

The role involves data management, reporting, and cross-functional project leadership to improve customer satisfaction and align with global standards.

Candidates should have seven years of experience, a business/supply chain degree, and strong leadership and communication skills.