Customer Experience Manager

2 weeks ago

Dubai, United Arab Emirates CMACGM Full time

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

**Role**:
Customer Experience Manager is responsible for implementing and executing all activities useful for improving customer relationship and satisfaction. Their main activity will be data collection, analysis and interpretation resulting from customer interactions to develop and implement a Best-In-Class continuous improvement program, whilst also executing various actionable items identified from VoC feedback and internal improvement opportunities influencing customer experience and customer care performance improvement.

The Incumbent will also work with Regional Customer Care, Agency Quality Process Manager, Shared Service Centres & Process Excellence stakeholders to achieve ease of doing business for our customers, helping drive all variables across processes, people & technologies.

Core Responsibilities

Drive to bring in a culture of customer-centricity in the organization

Successful execution of Customer Journey Mapping and improving customer response to touch point surveys

Organizing and Coordinating customer engagements in the organization and working with CX ambassadors in all departments

Develop improvement action programs to improve processes around customer touch points.

Influence and inspire the leadership team and cross-functional peers to analyze and act on customer feedback to improve customer experience.

Establish communication mediums through which customers can readily contact a company and vice versa

Focus on implementing Automated Call Distribution to enhance call quality, response time and prompt ticket closure for customers

Implement, monitor and report on strategies to improve CSAT, CES, NPS and CX.

Connect the CS KPIs and customer feedback and draw insights from the analysis and build action plans.

Ensuring success stories from the network are recognized and highlighted across the network leading to best practices sharing and adoption.

Planning, Coordinating and executing regular transversal customer visits with clear follow-up and closure on action plans

Required Capability

This role requires coordination, problem-solving, process design, leadership without authorities, stakeholder management and strategic thinking skills.

Previous experience in Salesforce platform

3-5 years of experience in the field of Shipping & Logistics

Experience in Project Management, Business Process Management, Transformation, Continuous Improvement, Digitization, Customer Experience.

Demonstrated ability to execute process improvement initiatives and projects that integrate business objectives into accountable outcomes. Experience in working with Lean, Six Sigma and other methodologies are an added advantage.

Demonstrated excellence in engage in transformational change, innovation initiatives and process improvements.

Strong change management skills with influence and negotiation capabilities

Excellent presentation, communication, interpersonal and decision-making skills

Come along on CMA CGM’s adventure

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