OCE Key Customer and Runway Customer Experience Manager

We Offer:

At Maersk, our ambition is nothing less than to become the global leader in integrated logistics, offering a truly end-to-end service that makes trade simpler and easier than ever.

But we also need talent of all levels with just as much ambition to match. If you share our drive and commitment, the opportunities are limitless.

By combining our scale and resources with an entrepreneurial mindset, we’ll give you the chance to take on bigger challenges, grow faster and develop yourself further.

Purpose of the Role:

The OCE Key Customer and Runway Customer Experience (CX) Manager is responsible for leading a vertical portfolio of global Key Client and Runway accounts to unleash the value of mutual partnerships for Maersk and the customer.

This role can be based in either Sydney or Melbourne.

Key Responsibilities:

• Ensure Key Client and Runway Customer Experience (CX) drives proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scope.
• Serve as escalation for complex or high exposure issue resolution.
• Actively and consistently engage with global account team on account team plans and execution.
• Actively build own and team(s) awareness and insights in the verticals’ customer supply chain plans and priorities.
• Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and Logistics & Services.
• Build team with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely and cost efficiently maximize customer value.
• Leading, directing and coaching CX team to enable their development.
• Up- and cross-sell to all customers, and their supply chain partners (where relevant), in accordance with global policy.
• Actively monitor and manage volume trajectory to support business planning (ROFO), and expedite new and additional business conversion.

Critical Competencies:

• Experience leading customer experience / order management with a customer-led mindset.
• Day-to-.day management of issue resolution function and case escalation management.
• Managing capability progression of individual contributors.
• Team resource planning and recruitment.
• Knowledge of customers’ supply chain priorities and primary products.
• Establishing business relationships with customers and their supply chain partners.

Preferred candidates will be required to undertake reference checks as well as pre-employment screening, including a National Police Check. Where applicable, background checks including Employment History and Education History (including Qualifications) may be required.

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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 are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].

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