Mekong Head of Retail Customer Experience

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk

WE OFFER

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high-paced environment You will get to focus on creating valuable relations with current and new customers and work with
highly professional teams in an environment where you will be valued, recognized and well-rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

JOB RESPONSIBILITIES

The Mekong Head of Retail Customer Experience is responsible for providing second-to-none service to our Retail clients worldwide by constantly developing a team of more than 100 CX consultants across various sites in the Mekong area (Cambodia, Myanmar, Thailand and Vietnam).

• Drive for customer retention for all our Retail customers.

• Accountable for second-to-note service levels based on SLA’s agreed with customers.

• Accountable for the implementation of new Retail customers across Mekong area.

• Work with the Key account management teams to establish and strengthen customer relationships.

• Work together with many local and global stakeholders to prepare and enable profitable growth

• Develop CX team consultants to become business partners and trusted advisors

• Strong leadership to build a strong talent pipeline to enable the team’s growth.

• Lead business transformation including the adoption of new platforms and new ways of working.

MAIN SUCCESS MEASURES :

• Service delivery aligned with agreed client SLA’s  (based on Key Client Index KCXI)

• Customer retention and implementation

• Employee Engagement & Talent development

• Business growth opportunities through value creation and cross-selling

• Process optimization & productivity improvements

• Transformation both externally (customer projects) and internally (system adoption, service packages and models, trusted advisor roadmap…).

• CSLS (NPS score) of local and overseas accounts

WHAT WE ARE LOOKING FOR

• Strong people management skills – ability to attract and retain talent in the organization

• Ability to develop a robust succession plan and ensure people's growth

• Proven track record of leading leaders under Customer Service teams

• Strong understanding of Maersk Supply Chain Management business, other products are a plus

• Ability to build and/or promote relations with senior external and internal stakeholders

• Excellent communication skills and the ability to communicate confidently

• High level of customer centricity, and passion to enable new customer solutions

• Good planning skills and the ability to work under pressure to deadline

• Continuous Improvement mindset with a proven record in process optimization

• Understanding the Mekong market is preferred

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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