ICX Customer Experience Manager – Automotive & Industrial

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

ICX Customer Experience Manager – Automotive & IndustrialThe OpportunityAt 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 RoleWe 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 ResponsibilitiesLead and coach the client-facing team, ensuring strong performance, accountability, and customer focus — hire, develop, and retain talent, and build a clear succession planProtect revenue and customer relationships by proactively identifying risks and resolving issues before they escalate; defend the customer by advocating for solutions and removing friction across the organizationDrive customer retention and grow the business by identifying cross-sell/upsell opportunities through stronger customer engagementListen closely to customers, interpret their needs, and shape solutions around them — bringing ownership, creativity, and an entrepreneurial mindset to solving customer challengesApply a freight-forwarding mindset: act with urgency, prioritize with discipline, and take ownership of problems beyond the immediate scope of the rolePartner with Commercial, Program Management, Operations, and GSC — as one integrated team — to deliver integrated customer solutions and consistent service outcomesChampion AI and technology adoption to improve speed and quality and reduce cost-to-serveOwn and drive account KPI performance, ensuring alignment across supporting teamsTranslate operational performance into clear, data-backed business value narratives — revenue protection, retention, growth, and cost-to-serveWho We Are Looking ForMinimum 5 years of management experience within logistics, supply chain, customer experience, or related operations environmentsAt least 3 years of experience managing larger customer experience or operations teamsStrong 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 itExperience building business cases, leveraging data, and presenting insights to internal and external stakeholdersA 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-serveProven ability to influence stakeholders across functions, build partnerships, and thrive in a matrix organizationStrong people leadership skills with experience developing talent, succession planning, and building high-performing teamsJob Type:Full TimeSalary:$80,000 to $110,000Benefits:Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.The above stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.Notice to applicants applying to positions in the United StatesYou 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] .