ICX Customer Experience Manager – Automotive & Industrial

Maersk; Charlotte (NC); Presencial; USD 80.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Paid Time Off

401k Match

Descripción de la vacante

Maersk is seeking an ICX Customer Experience Manager – Automotive & Industrial to lead client-facing teams across SCM, Ocean, and LCL services, becoming a trusted business partner for strategic accounts. You will protect revenue, drive retention, and identify growth opportunities while delivering measurable business value through collaboration across Commercial, Program Management, Operations, and GSC.

You will champion AI and technology adoption to improve speed, cost-to-serve, and customer

Formación

• Minimum 5 years of management experience in logistics, supply chain, customer experience, or related operations environments.
• At least 3 years of experience managing larger customer experience or operations teams.
• Strong business acumen with ability to connect customer outcomes to revenue protection, retention, growth, and efficiency.
• Experience building business cases, leveraging data, and presenting insights to stakeholders.
• Freight-forwarding mindset with ownership, urgency, and solution orientation across organizational boundaries.

Responsabilidades

• Lead and coach the client-facing team to ensure high performance, accountability, and customer focus.
• Protect revenue and customer relationships by identifying risks and resolving issues before escalation.
• Drive retention and growth by identifying cross-sell/upsell opportunities through stronger engagement.
• Listen to customers and shape solutions around their needs with ownership and urgency.
• Partner with Commercial, Program Management, Operations, and GSC as one integrated team to deliver solutions.
• Champion AI and technology adoption to improve speed, quality, and cost-to-serve.
• Own and drive account KPI performance and translate operational results into business value.

Conocimientos

Leadership

Revenue protection

Stakeholder management

Growth opportunities

AI adoption

Operational excellence

Problem solving

Cross-functional collaboration

Descripción del empleo

ICX Customer Experience Manager – Automotive & Industrial

The Opportunity

At Maersk, we are transforming the future of global logistics by connecting and simplifying our customers' supply chains. We believe in empowering our people to create value for customers through collaboration, innovation, and operational excellence. As part of our Integrated Customer Experience (ICX) organization, you will play a critical role in strengthening customer relationships, protecting revenue, and driving business growth across our Automotive & Industrial customer portfolio.

About the Role

We are seeking an experienced ICX Customer Experience Manager – Automotive & Industrial to lead client-facing teams across SCM, Ocean, and LCL services and serve as a key business partner for our customers. This role is far more than service delivery: you'll be accountable for protecting revenue, defending customer relationships, driving retention, identifying growth opportunities, and creating measurable business value for both customers and Maersk - and for being able to clearly articulate that value in business terms, not just service activity. You'll lead the team that acts as customers' single point of contact, focused on query resolution and escalation management, and you'll bring a freight-forwarding mindset to the role: ownership, urgency, and a bias toward solutions regardless of organizational boundaries. You'll listen closely to customers, interpret what they're telling you, and shape solutions around their needs - moving fast and prioritizing with discipline on what matters most. You'll work closely with Commercial, Program Management, Operations, and our Global Service Center (GSC), as one integrated team, not a separate organization to deliver seamless customer outcomes, leveraging AI and technology as a competitive advantage along the way.

Key Responsibilities

• Lead and coach the client-facing team, ensuring strong performance, accountability, and customer focus - hire, develop, and retain talent, and build a clear succession plan
• Protect revenue and customer relationships by proactively identifying risks and resolving issues before they escal; defend the customer by advocating for solutions and removing friction across the organization
• Drive customer retention and grow the business by identifying cross-sell/upsell opportunities through stronger customer engagement
• Listen closely to customers, interpret their needs, and shape solutions around them - bringing ownership, creativity, and an entrepreneurial mindset to solving customer challenges
• Apply a freight-forwarding mindset: act with urgency, prioritize with discipline, and take ownership of problems beyond the immediate scope of the role
• Partner with Commercial, Program Management, Operations, and GSC - as one integrated team - to deliver integrated customer solutions and consistent service outcomes
• Champion AI and technology adoption to improve speed and quality and reduce cost-to-serve
• Own and drive account KPI performance, ensuring alignment across supporting teams
• Translate operational performance into clear, data-backed business value narratives - revenue protection, retention, growth, and cost-to-serve

Who We Are Looking For

• Minimum 5 years of management experience within logistics, supply chain, customer experience, or related operations environments
• At least 3 years of experience managing larger customer experience or operations teams
• Strong business acumen with the ability to connect customer outcomes to revenue protection, retention, growth, and operational efficiency - genuine curiosity about how the account makes money and where friction costs it
• Experience building business cases, leveraging data, and presenting insights to internal and external stakeholders
• A freight-forwarding mindset - ownership, urgency, and solution orientation regardless of organizational boundaries - alongside working knowledge of freight forwarding, logistics operations, and transportation products including Air, FCL, LCL, and intermodal transportation (preferred)
• Comfort championing AI and technology adoption to improve efficiency and reduce cost-to-serve
• Proven ability to influence stakeholders across functions, build partnerships, and thrive in a matrix organization
• Strong people leadership skills with experience developing talent, succession planning, and building high-performing teams
• Job Type: Full Time
• Salary: $80,000 to $110,000
• Benefits:
  • Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

Notice to applicants applying to positions in the United States: You must be authorized to work for any employer in the U.S. 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].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customers' supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.