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type="application/json">{"props":{"pageProps":{"pageData":{"seo":{"title":"","description":"","url":"https://outscal.com/job/mekong-head-of-retail-customer-experience-at-maersk-careers-in-ho-chi-minh-city-ho-chi-minh-city-vietnam-1","languageAlternates":[{"href":"https://outscal.com/job/mekong-head-of-retail-customer-experience-at-maersk-careers-in-ho-chi-minh-city-ho-chi-minh-city-vietnam-1","hrefLang":"en-IN"},{"href":"https://outscal.com/us/job/mekong-head-of-retail-customer-experience-at-maersk-careers-in-ho-chi-minh-city-ho-chi-minh-city-vietnam-1","hrefLang":"en-US"},{"href":"https://outscal.com/job/mekong-head-of-retail-customer-experience-at-maersk-careers-in-ho-chi-minh-city-ho-chi-minh-city-vietnam-1","hrefLang":"x-default"}]}},"customPageData":{"selectedJob":{"jobDetails":{"__typename":"Job","id":"671befd39c8782c7ce888818","_id":"671befd39c8782c7ce888818","company_id":"670f8c4b733a5f8912a5ecc4","company":{"__typename":"Company","id":"670f8c4b733a5f8912a5ecc4","_id":"670f8c4b733a5f8912a5ecc4","name":"Maersk Careers","display_name":null,"logo":"https://outscal-lms-data.s3.ap-south-1.amazonaws.com/company-image/production/maersk-careers/maersk-careers_logo_10_16_2024__09_50_03.jpg","description":null,"slug":"maersk-careers","company_partnership_info":"not-a-partner","about":null},"unmapped_company":"maersk","display_name":"Mekong Head of Retail Customer Experience","title":"Mekong Head of Retail Customer Experience","min_experience":0,"max_experience":0,"text_body":"\u003cdiv class=\"css-ey7qxc\"\u003e\u003cdiv data-automation-id=\"jobPostingDescription\" class=\"css-oplht1\"\u003e\u003cp style=\"text-align:inherit\"\u003e\u003c/p\u003e\u003cp style=\"text-align:inherit\"\u003e\u003c/p\u003e\u003cp style=\"text-align:inherit\"\u003e\u003c/p\u003e\u003cp style=\"text-align:inherit\"\u003e\u003c/p\u003e\u003cp\u003e\u003cspan\u003eMaersk 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.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan\u003e\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan\u003eAt 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.\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan\u003e\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003cspan\u003eJoin 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\u003c/span\u003e\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003cp\u003e\u003cb\u003eWE OFFER\u003c/b\u003e\u003c/p\u003e\u003cp\u003eThis 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\u003cbr\u003ehighly professional teams in an environment where you will be valued, recognized and well-rewarded.\u003c/p\u003e\u003cp\u003e\u003cbr\u003eYou 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.\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003cp\u003e\u003cb\u003eJOB RESPONSIBILITIES\u003c/b\u003e\u003c/p\u003e\u003cp\u003eThe 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).\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003cp\u003eDrive for customer retention for all our Retail customers.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eAccountable for second-to-note service levels based on SLA’s agreed with customers.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eAccountable for the implementation of new Retail customers across Mekong area.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eWork with the Key account management teams to establish and strengthen customer relationships.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eWork together with many local and global stakeholders to prepare and enable profitable growth\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eDevelop CX team consultants to become business partners and trusted advisors\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eStrong leadership to build a strong talent pipeline to enable the team’s growth.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eLead business transformation including the adoption of new platforms and new ways of working.\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003c/p\u003e\u003cp\u003e\u003cb\u003eMAIN SUCCESS MEASURES :\u003c/b\u003e\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003cp\u003eService delivery aligned with agreed client SLA’s\u0026nbsp; (based on Key Client Index KCXI)\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eCustomer retention and implementation\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eEmployee Engagement \u0026amp; Talent development\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eBusiness growth opportunities through value creation and cross-selling\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eProcess optimization \u0026amp; productivity improvements\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eTransformation both externally (customer projects) and internally (system adoption, service packages and models, trusted advisor roadmap…).\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eCSLS (NPS score) of local and overseas accounts\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003c/p\u003e\u003cp\u003e\u003cb\u003eWHAT WE ARE LOOKING FOR\u003c/b\u003e\u003c/p\u003e\u003cul\u003e\u003cli\u003e\u003cp\u003eStrong people management skills – ability to attract and retain talent in the organization\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eAbility to develop a robust succession plan and ensure people's growth\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eProven track record of leading leaders under Customer Service teams\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eStrong understanding of Maersk Supply Chain Management business, other products are a plus\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eAbility to build and/or promote relations with senior external and internal stakeholders\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eExcellent communication skills and the ability to communicate confidently\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eHigh level of customer centricity, and passion to enable new customer solutions\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eGood planning skills and the ability to work under pressure to deadline\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eContinuous Improvement mindset with a proven record in process optimization\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003eUnderstanding the Mekong market is preferred\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp\u003e\u003c/p\u003e\u003cp\u003e\u003cspan\u003eMaersk 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.\u003c/span\u003e\u003cbr\u003e\u003cspan\u003eWe are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing \u003c/span\u003e\u003ca rel=\"noopener noreferrer\" target=\"_blank\" href=\"mailto:accommodationrequests@maersk.com\"\u003e\u003cspan\u003e\u003cspan\u003e\u003cspan style=\"word-break: break-word; word-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto; -webkit-hyphens:auto; -ms-hyphens: auto; -moz-hyphens: auto;\"\u003eaccommodationrequests@maersk.com\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/a\u003e\u003cspan\u003e.\u003c/span\u003e\u003c/p\u003e\u003c/div\u003e\u003c/div\u003e","unmapped_location":"vnsgn16 ho chi minh city maersk vietnam,sofic tower","location_type":"on-site","job_role":"","min_ctc":null,"max_ctc":null,"job_type":"full-time","tech_stack":["communication","innovation","account-management"],"slug_v2":"mekong-head-of-retail-customer-experience-at-maersk-careers-in-ho-chi-minh-city-ho-chi-minh-city-vietnam-1","external_job_link":"https://maersk.wd3.myworkdayjobs.com/en-US/Maersk_Careers/job/Mekong-Head-of-Retail-Customer-Experience_R123231?utm_source=outscal.com\u0026utm_campaign=outscal_jobs\u0026utm_medium=outscal_job_portal\u0026utm_content=outscal_job_apply\u0026utm_term=outscal_jobs","jobStatus":"active","activated_date":"2024-10-21T19:07:56.983Z","ai_content":{"__typename":"JobAIContent","must_have":[],"good_to_have":[],"perks":[],"summary":null},"createdAt":"2024-10-25T19:21:58.720Z","similar_jobs":[],"similar_location_jobs":[{"__typename":"SimilarJobs","title":"Associate HRBP 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