Customer Experience Manager

APM Terminals

About APMT

As part of A.P. Moller - Maersk, APM Terminals has been lifting standards for developing and operating advanced ports and container terminals for over half a century (as an independent division since January 2001). Now, with 60 strategically located ports and container terminals around the globe and several more in development, we are the preferred port partner of over 33 countries globally. We serve shipping line and landside customers, seamlessly integrating land and sea to ensure supply chains are safe and undisrupted and to create job and growth opportunities in the communities we operate in.

About the role

The Customer Experience Manager is part of the Global Customer Experience (CX) team that is responsible for establishing standards for customer care interactions both physically and digitally.  The CX team leverages both human and digital capabilities to make customer lives easier and inspire terminal teams. The team manages actionable customer insights to inform product development and process improvements. Additionally, they are tasked with designing and enabling the digital self-service future.

The APMT Customer Experience Manager is responsible for designing and executing strategies to enhance the customer journey and satisfaction. Collaboration with cross-functional teams is essential to ensure seamless interactions across all customer touchpoints. The role involves leveraging data analytics, customer feedback and industry trends to create innovative customer journeys that drive customer loyalty and business growth. 

We are looking for a Customer Experience Manager with expertise in Customer Care, Enquiry and Case Management.  If you are passionate about proactively understanding our customers' needs and pains and you are eager to make a meaningful impact on their experience with us, we want to hear from you!

Responsibilities

• Design strategies to optimise customer experience across all channels

• Enhance customer support and issue resolution with terminal Customer Care teams

• Monitor customer satisfaction metrics and feedback to identify areas for improvement

• Collaborate with terminals, tech and functional teams to optimise CRM system and customer-facing digital tools

• Set performance management standards, define key metrics for CX success

• Advocate for terminals to adopt standard processes and tools (such as Case Management, Salesforce)

• Ensure customer involvement in designing systems and processes and promote a data-driven mindset

About You

• 5+ years of experience in transforming customer interactions

• Proven expertise in continuously improving customer support and issue resolution processes

• Previous experience with taking ownership and bringing results

• Proficiency in data analysis, deriving insights and customer experience optimisation  

• Familiarity with CX tools and technologies. Salesforce Service Cloud experience is a plus

• Passion for driving digitalisation

• Good interpersonal communication skill

We are open minded and do not require industry-specific knowledge. We seek a colleague who is customer-centric, passionate about delivering effortless customer experiences and can work within a global organisation with geographically distributed teams. Your role will involve optimising and innovating within the terminal space, driving customer care standardisation, customer experience design and empowering our terminal colleagues to deliver seamless customer experiences daily.  

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Maersk 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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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