Head of Customer Experience, MCL

Maersk•Los Angeles, CA

1d•$130,000 - $150,000

About The Position

As a company, we promote a culture of honesty and integrity, and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us! If you are seeking to be a part of a family, this is the place for you! Maersk Logistics and Services USA LLC handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving, storing, processing and dispatching cargo, so we can build flexibility and resilience into the supply chain process. Our integrated solutions allow us to be prepared for supply chain risks, so we can plan distribution to better achieve lead time and goals despite unexpected conditions. Our extensive experience, connections, and deep expertise across different sectors, industries, and transportation modes, means we can be counted on for process excellence that will save time and money. Position Overview The Head of Customer Experience, MCL is responsible for leading, mentoring, and inspiring team members to uphold core business values and deliver exceptional results within the four-walls. This role requires strong leadership abilities, a collaborative mindset, and a deep understanding of fulfillment, delivery, and transportation operations. The Head of Customer Experience will manage relationships with clients and internal stakeholders and drive continuous improvement across Contract Logistics functions.

Requirements

Excellent interpersonal and communication skills.
Previous experience in supply chain, transportation, or distribution required.
Ability to establish and maintain effective relationships with management staff, employees, and service providers.
Exceptional problem-solving skills and proven experience of relationship management through business change and growth.
Strong analytical and organizational skills.
Extremely proficient with MS Office programs and strong overall system skills (YMS, TMS, WMS).
Strong leadership is attributed with the ability to drive performance across a diverse team of associates in an operation environment.
Strong development, training, and coaching skills.
Ability to nurture growth and develop a strong bench.
Financial and analytical acumen in the areas of operations, cost management, pricing, and volume management
Superior customer service skills and the ability to build strong relationships with clients directly.
Strong values and a bias for action in decision-making.
Candidate must possess solid decision-analysis skills including cost/benefit analysis, investment NPV and break-even analysis.
Bachelor's degree (BA/BS.) from four-year college or university; or equivalent combination of education and experience.
10+ years of experience in distribution and logistics industry, preferably with a diversity of experiences in manufacturing, transportation, distribution/warehousing, and sales management.
Travel minimum 25%

Nice To Haves

Master’s degree preferred and higher degree of education.

Responsibilities

Provide visionary leadership to multiple teams, aligning departmental objectives with the organization's strategic goals and core business values.
Oversee the development and implementation of performance management frameworks, including quarterly reviews and long-term growth plans for all team members.
Establish clear delegation protocols and drive collective achievement of business targets through cross-functional collaboration.
Cultivate and strengthen relationships with executive-level clients, internal stakeholders, and external customers, ensuring alignment and satisfaction across all touchpoints.
Lead talent management initiatives by mentoring, coaching, and counselling employees, and ensuring high-performance standards across the organization.
Direct the work of multiple functional teams, ensuring successful delivery of complex projects and achievement of operational milestones.
Apply advanced emotional intelligence and conflict resolution strategies to manage escalations and foster constructive outcomes for both internal and external stakeholders.
Champion an inclusive and progressive workplace culture, developing programs that enhance employee morale, engagement, and retention.
Design and implement comprehensive training and leadership development programs to enhance workforce skills and organizational value.
Set and communicate operational strategy, vision, and tactical direction to drive successful execution of large-scale programs.
Oversee compliance with customer agreements, SOPs, and IOPs.
Develop and maintain executive-level customer relationships, proactively identifying opportunities for improvement and resolving dissatisfaction.
Lead contingency planning and crisis management efforts, ensuring robust operational support and business continuity.
Establish and review key performance indicators (KPIs) at a strategic level, leveraging data to drive continuous improvement and operational excellence.