Customer Experience Manager

Customer Experience Manager

The Opportunity

As a Customer Experience Manager, you will lead a customer-facing team responsible for delivering reliable, high-quality service across an integrated portfolio of Ocean, Logistics and Services. The role will have a strong initial focus on Supply Chain Management and Lead Logistics activities, while remaining adaptable to support Ocean and other products as customer and organizational needs evolve.

You will connect customer priorities with operational execution, develop the capabilities of the team, strengthen performance management, and build effective partnerships across Commercial, Product, Operations, Program Management, Digital and other internal functions. Success in this role requires strong people leadership, customer engagement, operational discipline, and the ability to drive improvement in a changing, multi-product environment.

Key Responsibilities

People Leadership & Capability Development

• Lead, coach and develop a customer-facing team, setting clear expectations for ownership, collaboration, service quality and performance.
• Provide practical guidance to team members across customer processes, operating platforms and product-specific ways of working, with particular attention to supporting newer employees.
• Conduct regular performance, development and coaching conversations, and build succession and capability plans for the team.
• Support recruitment, onboarding, resource planning and workload allocation to maintain effective service delivery.
• Foster an inclusive culture of accountability, continuous learning, customer focus and commercial awareness.

Customer Experience & Account Management

• Act as a senior point of contact for customers and provide leadership during service challenges, escalations and recovery activities.
• Ensure the team understands customer objectives, operating requirements, contractual commitments and agreed service levels.
• Build trusted customer relationships through clear, proactive communication across face-to-face and virtual engagements.
• Lead or support customer governance, performance reviews and action planning, ensuring commitments are tracked through to closure.
• Identify opportunities to improve customer outcomes, strengthen retention and create measurable value through better service and operational solutions.

Operational Performance & Governance

• Own and drive operational and customer experience performance across the assigned portfolio, using KPIs to identify trends, risks and improvement opportunities.
• Establish effective operating rhythms, including team huddles, account reviews, performance discussions and structured follow-up.
• Lead root-cause analysis for recurring service issues and ensure corrective and preventive actions are implemented.
• Monitor team capacity, workload and operational risk, escalating concerns and coordinating support where required.
• Promote consistent execution and compliance with documented processes, customer requirements and internal controls.
• Champion LEAN, TMW and continuous improvement practices that simplify work, reduce waste and improve customer and employee outcomes.
• Identify opportunities to standardize processes across accounts and products while preserving necessary customer-specific requirements.
• Encourage the use of data, automation and digital tools to improve visibility, productivity, decision-making and service quality.
• Support responsible adoption of AI-enabled tools, including Microsoft Copilot, and help the team translate new capabilities into practical use cases.

Cross-Functional & Multi-Product Collaboration

• Partner with Commercial, Product, Operations, Program Management and other stakeholders to coordinate effective customer solutions and resolve operational challenges.
• Facilitate cross-departmental discussions for the team and assigned customer accounts, ensuring decisions, ownership and next steps are clear.
• Support integrated customer solutions across Lead Logistics, Ocean and other logistics products within the scope of the team.
• Build sufficient knowledge across relevant products and systems to guide the team, connect dependencies and provide an integrated customer experience.
• Represent Customer Experience in relevant business, operational and customer forums.

What We Are Looking For

• Demonstrated people leadership experience within customer experience, supply chain management, lead logistics, freight forwarding, ocean operations, 4PL or a related logistics environment.
• Strong understanding of end-to-end logistics and supply chain processes. Experience with SCM platforms such as SCP and legacy environments such as MODS/MyMaersk is advantageous.
• Ability to operate effectively across multiple products and adapt responsibilities as customer and organizational needs evolve.
• Proven capability in KPI management, structured problem solving, root-cause analysis and continuous improvement. LEAN and TMW experience is desirable.
• Strong customer engagement, communication and presentation skills across both in-person and virtual settings.
• Demonstrated ability to influence and coordinate stakeholders across functions within a matrix organization.
• Analytical mindset with the ability to convert performance data into practical actions and clear customer or business narratives.
• Commercial awareness and an understanding of how service performance contributes to customer value, growth and retention.
• Interest or experience in digitalization, automation and responsible adoption of AI-enabled tools is an advantage.
• Must have at least high school degree or equivalent

What We Offer

• An opportunity to lead a customer-facing team within an integrated logistics organization.
• Exposure to complex customer supply chains and a broad portfolio of logistics products and solutions.
• The ability to influence customer experience, operational performance, team capability and continuous improvement.
• A collaborative environment with extensive cross-functional and customer engagement.
• Opportunities for professional development, leadership growth and career progression within Maersk.

Job Type:

Full Time

Salary:

$90,000 to $98,000 CAD

Benefits:

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 Canada

You must be authorized to work for any employer Canada.

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.

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