Automotive & Industrial ICX Experience Lead

APM Terminals Gothenburg; Charlotte (NC); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k Match

Job summary

Maersk is transforming global logistics through integrated customer experience leadership. ICX Customer Experience Manager – Automotive & Industrial will guide client-facing teams across SCM, Ocean, and LCL services, acting as a key business partner to protect revenue, enhance retention, and identify growth opportunities.

You will collaborate with Commercial, Program Management, Operations, and GSC to deliver integrated solutions, leveraging data and AI to improve value for customers and Maersk.

Qualifications

• Minimum 5 years of management experience in logistics or related ops.
• At least 3 years leading large CX or operations teams.
• Ability to connect customer outcomes to revenue protection and growth.
• Experience building business cases using data and insights.

Responsibilities

• Lead and coach the client-facing team to deliver strong performance and customer focus.
• Protect revenue and customer relationships by proactively identifying risks and resolving issues.
• Drive retention and growth by identifying cross-sell/upsell opportunities through stronger engagement.
• Listen to customers, interpret needs, and shape solutions with ownership and accountability.
• Champion AI and technology adoption to improve speed, quality and reduce cost-to-serve.
• Own and drive account KPI performance and align with supporting teams.

Skills

People leadership

Data-driven insights

Business acumen

Stakeholder influence

Freight forwarding knowledge

Job description

Maersk is transforming global logistics through integrated customer experience leadership. ICX Customer Experience Manager – Automotive & Industrial will guide client-facing teams across SCM, Ocean, and LCL services, acting as a key business partner to protect revenue, enhance retention, and identify growth opportunities.

You will collaborate with Commercial, Program Management, Operations, and GSC to deliver integrated solutions, leveraging data and AI to improve value for customers and Maersk.