Cruise Logistics Lead: Customer Care & Operations

Kuehne+Nagel

Miami (FL)

On-site

USD 95,000 - 110,000

Full time

28 hours ago

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Benefits offered by this job

Health benefits

401k retirement plan

Tuition reimbursement

Incentive compensation

Job summary

Kuehne+Nagel in the United States is seeking a Cruise Logistics Customer Care Manager to lead cruise-related customer care and operations within Sea Logistics, delivering time-sensitive supply chain solutions for cruise clients.

You will partner with cruise line procurement, carriers, and service providers to ensure top service, drive efficiency, and develop the team. A minimum of 5+ years in cruise logistics is required, with advanced Excel skills and willingness to travel locally.

Qualifications

5+ years of cruise logistics experience, including provisioning and dry docks.
Strong knowledge of Sea Logistics operations, carrier management, and pricing.
Experience managing strategic customer relationships, escalations, and continuous improvement initiatives.
Proven analytical and problem-solving skills, including root cause analysis and process improvement.
Advanced Excel skills and experience preparing customer-facing reports and presentations.
Excellent communication, stakeholder management, and relationship-building skills.
Willingness to travel locally to customer locations to support relationship management.
Authorized to work in the United States without visa sponsorship.

Responsibilities

Oversee cruise logistics operations to ensure alignment with customer requirements, contractual commitments, and company objectives.
Drive operational excellence, customer service, and business growth.
Serve as the primary escalation point for customers and stakeholders, ensuring timely resolution of operational issues.
Build and maintain strong relationships with customer procurement, logistics, and supply chain leaders.
Drive customer satisfaction, retention, and growth through proactive engagement and continuous improvement initiatives.
Identify opportunities for account growth and new business within the cruise logistics sector.
Partner with commercial teams on solution design, pricing strategies, contract negotiations, and customer reviews.
Develop strategic relationships with carriers, marine service providers, ports, and other logistics partners.
Ensure compliance with company policies, regulatory requirements, customer SOPs, and industry standards.
Lead risk management, business continuity, and operational resilience initiatives.
Monitor KPIs, identify performance gaps, and implement continuous improvement plans.
Support budgeting, forecasting, and strategic planning activities.
Prepare and deliver Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) in partnership with commercial stakeholders, providing performance insights, customer updates, and strategic recommendations.