Customer Experience Excellence Manager

CMA CGM; Karachi Division; On-site; PKR 3,000,000 - 6,000,000; Full time

Job summary

CMA CGM Pakistan seeks a Customer Experience Effectiveness Manager to enhance service quality and customer experience through performance management, analytics, and process optimization. You will drive initiatives, monitor metrics, and collaborate with country leadership to ensure consistent governance and high standards of service.

The role focuses on data management, e-business promotion, and cross-functional collaboration to deliver measurable improvements in customer satisfaction and

Qualifications

• Bachelor's degree in business, SCM or related field.
• Seven+ years of industry experience, preferably in a supervisory/assistant manager role.
• Strong analytical and negotiation skills with ability to interpret trade and market data.
• Proficiency in Microsoft Office, CRM systems, and trade management tools.

Responsibilities

• Drive customer care experience by executing strategic initiatives and improving operational performance.
• Monitor productivity, headcount, and governance with leadership to ensure global standards.
• Maintain a standardized transition catalogue for CMA CGM Pakistan and Global Business Services centers.
• Use analytics to provide productivity insights and data-driven performance improvements.
• Track key metrics (response times, resolution rates) and identify trends to boost service quality.
• Oversee data management, audits, and country-level data frameworks.
• Develop and maintain analytics dashboards to support decision-making.

Skills

Leadership

Team management

Communication

Negotiation

Presentation

Data analysis

Education

Bachelor's degree in business/related field

Tools

MS Office

CRM systems

Trade management tools

Job description

CMA CGM Pakistan seeks a Customer Experience Effectiveness Manager to enhance service quality and customer experience through performance management, analytics, and process optimization. You will drive initiatives, monitor metrics, and collaborate with country leadership to ensure consistent governance and high standards of service.

The role focuses on data management, e-business promotion, and cross-functional collaboration to deliver measurable improvements in customer satisfaction and