Customer Care Excellence & Digital CX Manager

CMA CGM; Durban; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

CMA CGM South Africa seeks a Customer Care Effectiveness Manager to drive the customer care efficiency and experience in Durban. You will own KPIs, promote self-service, digitalization and AI adoption, and lead training to raise service quality across the country.

Reporting to the Customer Care Director, you will monitor metrics, implement governance, and collaborate with regional teams to sustain high CSAT and NPS while advancing digital channels and e-commerce initiatives.

Qualifications

• +10 years shipping line experience.
• Diploma / Degree - focus on communications and marketing.
• Advanced computer skills (Microsoft Office) and Digital / AI tool proficiency.
• Advanced Data analytical skills.
• Excellent communication skills.

Responsibilities

• Collaborate with leadership to execute strategic initiatives for operational improvement.
• Provide productivity insights and data-driven performance recommendations.
• Track key metrics like response times, resolution rates, CSAT and NPS.
• Work with the Customer Care Director to ensure governance and service quality.
• Ensure data accuracy in customer care systems (e.g., NOVA).
• Design and implement CX improvement plans and digital initiatives.

Skills

Shipping experience

Data analytics

Advanced computer skills

Excellent communication

AI tools

Education

Diploma/Degree in Communications/Marketing

Tools

Microsoft Office

AI tools

Data analytics tools

Job description

CMA CGM South Africa seeks a Customer Care Effectiveness Manager to drive the customer care efficiency and experience in Durban. You will own KPIs, promote self-service, digitalization and AI adoption, and lead training to raise service quality across the country.

Reporting to the Customer Care Director, you will monitor metrics, implement governance, and collaborate with regional teams to sustain high CSAT and NPS while advancing digital channels and e-commerce initiatives.