ICX Customer Experience Manager – Automotive & Industrial

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 report directly to Pari Matin and 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 escalate; 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.

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.

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