Customer Experience Manager

Job Summary

Lead the Customer Experience team for assigned key retail accounts, ensuring a consistent and high-quality customer experience while driving value creation across customers' supply chains.

The role is responsible for understanding customers' supply chain priorities, ensuring operational excellence, orchestrating cross-functional collaboration, and leading transformation initiatives that improve customer outcomes and business performance.

Success in this role requires strong leadership, stakeholder management, and commercial awareness to build trusted customer partnerships, resolve complex challenges, and develop a high-performing team capable of delivering sustainable results.

Key Responsibilities

Customer Value

• Own the end-to-end Customer Experience for assigned key accounts.
• Develop a deep understanding of customer supply chain priorities, challenges, and business objectives.
• Build trusted partnerships with customer stakeholders and help drive customer success and long-term value creation.
• Ensure service excellence through proactive risk management, governance, and resolution of complex customer challenges.

Business ownership

• Co-drive customer retention, portfolio health, and long-term business sustainability.
• Identify and lead cross-selling and upselling opportunities to increase customer adoption, expand share of wallet, and accelerate business growth.
• Translate customer pain points & insights into actionable value creation initiatives and measurable business outcomes.
• Partner closely with commercial and product teams to identify growth opportunities and maximize customer value through integrated solutions.

 Transformation & Operational Excellence

• Lead digital and customer transformation initiatives to improve business outcomes, service efficiency, and customer satisfaction.
• Drive operational excellence through structured governance, process optimization, and continuous improvement.
• Identify risks and opportunities through data-driven insights, enabling informed decision-making and sustainable outcomes.
• Drive productivity and efficiency improvements through performance management, standardization, and continuous improvement initiatives.
• Foster a culture of agility, innovation, and accountability.

 People Leadership 

• Build, lead, and develop a high-performing and customer-centric team.
• Create a culture of accountability, collaboration, inclusion, and continuous learning.
• Coach, mentor, and empower team members to strengthen commercial, operational, and interpersonal capabilities.
• Drive talent development, succession planning, employee engagement, and organizational capability building.

We Are Looking For

Experience

• Bachelor's degree or equivalent professional experience.
• Minimum 5 years of experience in logistics, supply chain, customer experience, or related fields.
• Minimum 3 years of proven people leadership experience with a strong track record of delivering business results.

Leadership Capabilities

• Demonstrated ability to lead teams through change, growth, and transformation.
• Strong ability to align people, priorities, and resources to deliver business outcomes.
• Proven experience in coaching, developing, and building high-performing teams.
• Ability to influence stakeholders across multiple functions and organizational levels.

Commercial & Customer Acumen

• Strong customer-centric mindset with the ability to build strategic customer relationships.
• Proven ability to drive value creation, cross-selling, upselling, and customer growth initiatives.

Personal Attributes

• Results-oriented with strong execution discipline.
• Data-driven and comfortable making decisions in complex environments.
• Highly adaptable and resilient in a fast-paced organization.
• Great communication, stakeholder management, and influencing skills.
• Strong problem-solving skills with the ability to navigate ambiguity and drive effective decisions.
• Fluent in written and spoken English.

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.
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