Senior Customer Experience Consultant

Maersk; Doha; On-site; QAR 320,000 - 480,000; Full time

Job summary

Maersk in Doha, Qatar is seeking a Customer Experience professional to onboard new customers, align with stakeholders, and drive operational excellence across the shipment cycle.

You will act as the primary contact for customers, execute key transactional activities, and work with Global CX Consultants to ensure consistent service delivery. The role emphasizes continuous improvement and strategic value creation for clients.

Qualifications

• 5+ years of relevant experience.
• Ownership and customer orientation.
• Strong communication and data skills.
• Problem solving abilities.
• Product knowledge in Lead Logistics and related depots.
• Regional experience in Qatar is mandatory.

Responsibilities

• Onboard new customers using standard processes and digital platform to establish long-term partnerships.
• Coordinate with external and internal stakeholders on customer requirements per IOP/SOP.
• Serve as primary contact for assigned customers, providing timely information.
• Execute transactional activities based on IOP/SOP with customers and internal teams.
• Orchestrate end-to-end shipment cycles through cross-functional collaboration.
• Collaborate with the Global CX Consultant network for consistent service delivery.
• Handle pre-defined exceptions and escalate when needed with contingency plans.
• Drive continuous improvement to enhance efficiency and ease of doing business.
• Manage first-level escalations and non-routine exceptions with action plans.
• Provide proactive insights on service disruptions and develop business continuity plans.
• Lead monthly business reviews with customers to discuss performance and future plans.

Skills

Ownership

Customer orientation

Effective communication

Data savvy

Problem solving

Lead Logistics knowledge

Landside/First mile knowledge

Depots & Customs knowledge

Qatar regional experience

Job description

Job Description

• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership. Person will be responsible to Improve Customer Experience and Drive Operational Excellence.
• Align and coordinate with multiple external and internal stakeholders on customer specific requirements with Internal Operating Procedure (IOP) and Standard Operating Procedure (SOP) as outputs.
• Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.
• Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders.
• Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience
• Coordinate closely with the Global CX Consultant and the network of CX Consultants across other locations for a consistent service delivery
• Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network.
• Drive continuous improvement to improve efficiency and ease of doing business with Maersk.
• Manage first level of operational escalations and non-routine exceptions, including establishing contingency plans to mitigate impact.
• Proactively provide insights to customers on potential service disruptions and work with them in developing business continuity or recovery plans.
• Facilitate regular monthly business reviews with customers to discuss performance and align on future plans and priorities

Enable Growth

• Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.
• Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve contract fulfillment ratio.

Value-Enhancing

• Collaborate with customers on strategic projects and initiatives that deliver immediate to near-term tangible business outcomes.

Accountable for:

• Driving customer satisfaction and achieving customer-specific KPI and SLA pertinent to locally managed business.
• Delivering operational excellence to provide seamless customer experience while maximizing individual productivity
• Supporting growth by tapping opportunities for additional revenue streams and following up on customer contract fulfilment
• Creating additional value for customers by partnering on initiatives aimed at achieving their business objectives

Key metrics:

• Customer Satisfaction i.e. Net Promoter Score
• Customer-felt KPI/SLAs
• Process specific KPI/SLAs
• Service Package Compliance
• Productivity
• Upselling/Cross Selling
• Volume Conversion/Contract Fulfillment
• Value-Enhancing Business Impact

Key competencies:

• 5+ years of relevant experience. Ownership, Customer Orientation (Advanced)
• Effective Communication, Data Savvy (Proficient).
• Problem Solving Skills
• Product knowledge in Lead Logistics, Landside/First mile, Depots & Customs
• Qatar (Regional) Experience is mandatory.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].