Integrated Customer Experience Manager

Maersk•Charlotte, NC

23d

About The Position

At Maersk, we’re transforming global supply chains through end-to-end integrated logistics . As a global leader in connecting and simplifying trade, we help businesses move goods seamlessly across ocean, air, landside transportation, and warehousing , all supported by cutting-edge technology and an extensive global network. We’re committed to building a n inclusive workplace where everyone feels valued, heard, and able to be themselves. Our team members come from a wide range of backgrounds, experiences, and perspectives , and we value the unique strengths each person contributes. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics . An exciting opportunity to become part of TJX’s Global team within Maersk. As a Customer Experience (CX) Manager, your role consists of supervising CX Partners, building team engagement, developing and managing performance metrics, acting as a point of escalation for any potential challenges, stakeholder management, and driving lean methodology to address root cause problems. Providing the best customer experience is the ultimate goal, therefore communication with the customer proactively is key in case there are exceptions during the planning and/or execution. The Customer Experience Manager works cross-functionally with Commercial, Program Management, Operations, and support teams to drive a customer-centric culture across the organization.

Requirements

Strong organizational, problem‑solving, and decision‑making skills with the ability to work independently and manage competing priorities.
Proven ability to lead, support, and motivate teams while fostering engagement and collaboration across functions.
Customer‑focused mindset with a commitment to delivering high‑quality service and building strong relationships.
Experience in international transportation (ocean freight and/or supply chain management).
Proficiency with general computer tools and comfort learning new systems and working with data.

Responsibilities

Build an environment of trust and engagement for the team to work optimally
Lead, mentor, and train a Team of CX Consultants to drive operational excellence and leverage best practices to deliver gold standard customer experience and engagement
Develop, implement and evolve customer experience strategies that align with business goals, supports growth, and fosters business retention.
Act as a point of escalation for customer queries
Collaborate with the internal stakeholders to ensure consistent and seamless service delivery
Monitor and report on key performance indicators (KPIs), and spearhead continuous improvement tactics to elevate customer satisfaction and loyalty
Anchor Lean principles and mindset in the team to identify and address root cause of problems and trends
Stay up to date on industry trends, emerging technologies, and customer expectations.