Job Description – Lifestyle Customer Experience Manager

Position Summary (statements to demonstrate the core purpose of the job)

The core purpose of this role is to deliver a customer satisfaction’s solution, continuously identifying both operational and financial process improvements in order to meet or exceed Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS).

This role further engages closely with team members and key stakeholders to optimize profitability of their customers and increase on Employee Engagement Survey (EES).

This position also

• Lead Lifestyle – Key Client, Runway, Non-Key Client
• Holds the primary responsibility for customer retention and for identifying upsells opportunities to customers.
• Set clear objectives and guide team to achieve targets and performance standards
• Roll out of projects impacting customers or CX organization
  • The second point of escalation on complaint resolution and claims handling
  • Deliver to result as per Head of Lifestyle Customer Experience’s tasks assigned

Key Responsibilities

(The key activities the position is required to deliver to achieve the role purpose/ accountabilities of the job holder)

Head of Lifestyle Customer Experience

Expectations from the Role

(The outcomes that the job holder is expected to drive through fulfilment of his/her responsibilities)

• Individual customer KPI’s are achieved as Target
• Achieved Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS) as per agreed target
• Build up rapport with clients and key stakeholders
• Encourage team member or individual for upselling opportunity
• Productivity improvements are achieved within the agreed target
• Service delivery costs are reduced within the agreed target
• Complete appraisals for all reports by the required deadline
• Personal development plans for direct reports to be reviewed and agreed with Head of Lifestyle Customer Experience
• CM1 reviews to be completed as agreed deadlines
• Adequate resources are planned to be available to maintain our customers experience during leave & holiday periods
• Consistent application of values in the work environment
• Deliver Ad Hoc reports or assign within agreed deadlines

KPI’s (suggested – working group to validate)

• Service delivery – quality & response aligned with agreed client SLAs
• Customer Retention & Customer Satisfaction and Loyalty Survey (CSLS)
• Key Customer Experience Index (KCXI)
• Employee Engagement Survey (EES)
• Upselling leads generated
• Process improvement initiative (collaboration)

Required knowledge & Skills (expected entry level requirements for applicant consideration that apply for role)

Operational Efficiency & Customer Service Experience

• Bachelor’s degree level education in Business or other relevant discipline with a maximum of 8 years’ work experience after graduation, in parallel with education or between degrees.
• Experience in leadership for 5 years.
• Alignment with our values.
• Track record of success in a high paced environment.
• Ambition and drive to excel together with others.
• An international mind-set and inclusive behaviour.
• Ardent desire to pursue a long-term career in transport and logistics.
• International mobility and willingness to travel. 
• An excellent command of spoken and written English. (Chines is plus)
• Good at Microsoft office (Excel, Word, PowerPoint) usage

Relationship Management

• Customer-facing and interaction skills with high-level of customer orientation
• Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
• Good influencing skills
• Stakeholder management

Passion for Customer Service

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities

Core Competencies:

• People oriented that always take care about people who generate the result to company
• Process and result oriented mind-set
• Excellent communication skills with proactive mind-set
• Well collaboration with stakeholders
• Positive mind-set and friendly people
• Customer oriented
• Strategic vision
• Lead without authority
• Prioritization capabilities.
• Proactive mindset

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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