Opportunity

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? We have an opportunity for a Customer Experience Manager to join our team in Cape Town, South Africa.

The Customer Experience Manager will be responsible for driving continued business growth for our Direct Transport customers by digitizing customer journeys, improving overall performance, improving controls, and developing our people. In addition, building a high performing and engaged Single Carrier Customer Experience (CX) team focused on delivering superior customer experience within our integrator strategy. Grow and develop a team of customer experience agents and create and nurture an engaging and diverse work environment. Ensure that we deliver as promised to our customers and achieve established business targets. Supervision of operational procedures and commercial activities, in line with regulations.

The Customer Experience Manager will also collaborate closely with Sales, Finance, Disputes, Area CX and Product in growing and developing the segment. Drive digitization and digital adoption across the account base. Deliver class leading customer experience and NPS. Grow and develop all modes of "transported by Maersk".

WHAT WE OFFER:

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

KEY RESPONSIBILITIES:

• Drive Performance & Accountability: Manage CX performance, through standard work for leaders. Set and monitor KPIs and hold teams accountable to service excellence. Ensure CX adheres to the standard processes and customer specific IOP’s.

• Develop and Grow Talent: Build and coach a high-performing CX team with a strong knowledge of local products and services with mixed competencies (operational and commercial). Ensure that the CX team have the right capabilities to support our customer needs by fostering an environment focused on continuous learning mindset and career development.

• Lead Customer Experience Strategy: Drive consistent, high-quality customer experience and issue resolution across all touchpoints, ensuring a customer-first mindset.

• Eliminate Waste & Improve Processes: Identify inefficiencies and lead process improvements using Lean or Continuous Improvement methodologies to streamline operations and reduce touchpoints.

• Cross-Functional Collaboration: Work closely with sales, product, operations, and global CX teams to align service delivery with customer needs.

• Leverage Data & Insights: Use customer feedback, NPS, and internal performance data to identify trends and drive continuous improvement.

• Lead Change & Transformation: Support CX-related transformation projects and drive adoption through effective change management.

WHO WE ARE LOOKING FOR:

Someone with:

• At least 5 years’ experience in managing a Customer Experience team within Shipping, Logistics or Services industry.

• Strong people leadership and coaching ability.

• Skilled in performance management and process optimization.

• Experience in cross-functional collaboration across regions.

• Familiar with Lean, Six Sigma, or Continuous Improvement practices.

• Business and financial acumen as well as strong knowledge of local port, logistics operations and systems.

• Excellent written and verbal communication skills in English.

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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.

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 accommodationrequests@maersk.com.