Customer Excellence Senior Manager - Houston, TX
CMA CGM•Houston, TX
•$123,000 - $154,000•Onsite
About The Position
The Customer Excellence Senior Manager is responsible for leading customer service, account management, and customer-facing operations to deliver exceptional service, operational excellence, and strong business performance. This role partners closely with operations leadership to ensure customer expectations, service commitments, and strategic objectives are achieved while driving continuous improvement and customer satisfaction.
Requirements
- High School Diploma or GED required; Bachelor's Degree preferred.
- 7-10 years of experience in freight forwarding, logistics, transportation, customer service, or account management.
- 5+ years of leadership experience managing customer-facing teams.
- Experience managing strategic customer relationships and operational performance.
- Strong knowledge of freight forwarding operations and customer service processes.
- Proven success managing KPIs, SLAs, customer scorecards, and operational metrics.
- Experience with financial management, forecasting, budgeting, and P&L performance.
- Strong leadership, coaching, and team development capabilities.
- Excellent communication, problem-solving, and relationship management skills.
- Advanced proficiency in Microsoft Office, particularly Excel and reporting analytics.
- Strong project management and continuous improvement experience.
Responsibilities
- Lead Customer Service, Key Account Management, and customer-facing operational teams.
- Build and maintain strategic relationships with key customer stakeholders.
- Drive customer satisfaction, retention, and overall service excellence.
- Facilitate customer business reviews and monitor performance against SLAs, KPIs, and operational metrics.
- Partner with operations teams to ensure seamless execution of customer requirements and service agreements.
- Develop and analyze customer performance, revenue, and operational reports.
- Monitor financial performance, including revenue, profitability, forecasting, and budgeting.
- Coach, mentor, and develop team members while fostering a culture of accountability and customer focus.
- Lead cross-functional projects that improve customer experience, operational efficiency, and business outcomes.
- Implement and sustain Lean methodologies and best practices.
- Stay informed of industry trends, emerging technologies, and customer requirements.
Benefits
- Competitive Paid Time Off
- 401(k)
- Health insurance
- Employee benefits platform with discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands
- Pet insurance
- Multiple health plans (company contribution to health savings account)
- Prescription coverage
- Dental coverage
- Vision coverage
- Company paid life insurance
- Company paid accident insurance
- Company paid short-term disability coverage
- Company paid long-term disability coverage
- Employee assistance plan
- Voluntary benefits including additional life insurance, AD&D coverage, buy-up short- and long-term disability, critical illness, identity theft & legal plan
- 401(k) with company match
- Flexible Paid Time Off programs including company paid holidays
- Tuition reimbursement program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
