ICX Customer Experience Manager – Automotive & Industrial

A.P. Moller - Maersk•Charlotte, NC

45d•$80,000 - $110,000

About The Position

At Maersk, we are transforming the future of global logistics by connecting and simplifying our customers’ supply chains. We believe in empowering our people to create value for customers through collaboration, innovation, and operational excellence. As part of our Integrated Customer Experience (ICX) organization, you will play a critical role in strengthening customer relationships, protecting revenue, and driving business growth across our Automotive & Industrial customer portfolio. We are seeking an experienced ICX Customer Experience Manager – Automotive & Industrial to lead client-facing teams across SCM, Ocean, and LCL services and serve as a key business partner for our customers. This role is far more than service delivery: you'll be accountable for protecting revenue, defending customer relationships, driving retention, identifying growth opportunities, and creating measurable business value for both customers and Maersk - and for being able to clearly articulate that value in business terms, not just service activity. You'll lead the team that acts as customers' single point of contact, focused on query resolution and escalation management, and you'll bring a freight-forwarding mindset to the role: ownership, urgency, and a bias toward solutions regardless of organizational boundaries. You'll listen closely to customers, interpret what they're telling you, and shape solutions around their needs - moving fast and prioritizing with discipline on what matters most. You'll report directly to Pari Matin and work closely with Commercial, Program Management, Operations, and our Global Service Center (GSC), as one integrated team, not a separate organization to deliver seamless customer outcomes, leveraging AI and technology as a competitive advantage along the way.

Requirements

Minimum 5 years of management experience within logistics, supply chain, customer experience, or related operations environments
At least 3 years of experience managing larger customer experience or operations teams
Strong business acumen with the ability to connect customer outcomes to revenue protection, retention, growth, and operational efficiency — genuine curiosity about how the account makes money and where friction costs it
Experience building business cases, leveraging data, and presenting insights to internal and external stakeholders
A freight-forwarding mindset — ownership, urgency, and solution orientation regardless of organizational boundaries — alongside working knowledge of freight forwarding, logistics operations, and transportation products including Air, FCL, LCL, and intermodal transportation (preferred)
Comfort championing AI and technology adoption to improve efficiency and reduce cost-to-serve
Proven ability to influence stakeholders across functions, build partnerships, and thrive in a matrix organization
Strong people leadership skills with experience developing talent, succession planning, and building high-performing teams

Nice To Haves

working knowledge of freight forwarding, logistics operations, and transportation products including Air, FCL, LCL, and intermodal transportation

Responsibilities

Lead and coach the client-facing team, ensuring strong performance, accountability, and customer focus — hire, develop, and retain talent, and build a clear succession plan
Protect revenue and customer relationships by proactively identifying risks and resolving issues before they escalate; defend the customer by advocating for solutions and removing friction across the organization
Drive customer retention and grow the business by identifying cross-sell/upsell opportunities through stronger customer engagement
Listen closely to customers, interpret their needs, and shape solutions around them — bringing ownership, creativity, and an entrepreneurial mindset to solving customer challenges
Apply a freight-forwarding mindset: act with urgency, prioritize with discipline, and take ownership of problems beyond the immediate scope of the role
Partner with Commercial, Program Management, Operations, and GSC — as one integrated team — to deliver integrated customer solutions and consistent service outcomes
Champion AI and technology adoption to improve speed and quality and reduce cost-to-serve
Own and drive account KPI performance, ensuring alignment across supporting teams
Translate operational performance into clear, data-backed business value narratives — revenue protection, retention, growth, and cost-to-serve