Area Head of Customer Experience

About Maersk

A.P. Moller - Maersk is a global logistics company whose purpose is “Improving life for all by integrating the world”. We are committed to an industry-defining digital transformation that will revolutionize global trade, and this will require a team that both understands and can lead the way in world class service and operations. Do you see yourself enjoying lots of opportunities to collaborate with colleagues around the globe, expanding your skills in an atmosphere that prioritizes employee growth and being a part of an inspiring work environment? Then join us as we reinvent the future of integrated logistics.

About this opportunity:

We are seeking a seasoned Area Head of Customer Experience to Structure, staff and manage the Area CX leadership team. Set the strategic direction for all CX teams – across countries – to fulfil customers’ needs across all verticals and business sizes; ensuring maximum benefit of Maersk’s offering to them. This role reports to Area Managing Director. The role will have Area CX leadership team as direct reports.

What we offer:

The Area Head of Customer Experience (CX) gets the opportunity to shape and lead customer experience at- scale, with end‑to‑end ownership of strategy, execution, and outcomes across multiple countries, products, and customer segments. You will lead a diverse, high‑impact CX organization, influence senior stakeholders and customers, and play a pivotal role in driving customer retention, growth, profitability, and service resilience—combining strategic leadership with tangible commercial and operational impact.

Key Responsibilities:

Drive Area Customer Experience strategy and outcomes

• Responsible for equal delivery of global functional and local business strategies across all countries in the Area.

• Ensure Area CX drives proactive customer support and issue resolution for a seamless customer experience in cross functional teams, and across all products in scope

• Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S.

• Orchestrate all local functions towards delivering customer critical services in the event of an incident.

• Delivering on the 2025 CX Vision and CX’s role in the Area Business Plan.

• Cascade across Area CX functions and deliver on the globally set, annual CX functional objectives and KPIs.

Develop and sustain a capable Area CX Organization

• The Area CX organizational design and leadership staffing.

• Leading, directing and coaching Area CX leaders, and monitoring / managing that Area CX teams are coached and supported to enable their development

• Ensure Area CX teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus (e.g. KC&RW vs. Direct Transport)

• Build teams with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely and cost efficiently maximize customer value of all G2M models

Deliver on Area growth and profitability plans

• 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 drive growth; reduce churn and expedite new and additional business conversion.

Accountable for

• Area customer retention and satisfaction

• Employee engagement and talent development / retention

• Own CX direct operating expense budget, and deliver on productivity targets

Shared responsibilities (with ALT):

• Area Scorecard (e.g. volume, profitability)

• Customer satisfaction (NPS)

• EBIT / GP

• Business Growth

• Standardization & CI metrics (developed with Regional CI & GPL)

Stakeholders Management:

• Internal

  • Area Leadership Team / functions

  • Area Heads of CX (global peers)

  • CEN CX Excellence, and CEN CX Enablement

  • GSC

• External

  • Customers

  • Customers’ partners (vendors, contracted transporters, other supply chain partners)

  • Regulatory and other authorities

Consulted about:

• Changes in OTCX / GSC teams organization impacting how customer’s orders or engagements are handled

• Implementation of new local products in the Area

• Value proposition, customer insights and market intel

• Area growth planning (target customers and products)

Qualifications:

• Experience in Customer Experience and Stakeholder Management.

• Proven experience leading high-performing teams in a matrix or multi-geography environment.

• Demonstrated success in developing and executing strategic business plans.

• Strong stakeholder management and project leadership skills.

Key Competencies:

• Ability to manage a large, diverse organization

• Ability to lead, coach and motivate teams towards a shared vision with clear goals

• Ability to operate successfully in a complex environment with multiple internal and external stakeholders across several levels

• Prepare and execute a business plan to run a large, profitable business

• Lead an organization to prepare and respond with resilience to a business environment influenced by various external factors.

• Strategic thinking and execution; driving while balancing both a global strategic vision and a local Area Business Plan.

• Establishing senior business relationships with customers

Working at Maersk

Having substantial operations in over 130 countries, we work across continents, across cultures and with individuals from all walks of life.  This drives our ambition, to create equitable and inclusive workplaces where every individual can have a sense of belonging.  As an equal opportunity employer, we do not discriminate on the basis of age, ancestry, national or ethnic origin, race, sex, gender identity or expression, sexual orientation, marital status, parental or caring status, religion or belief, physical or mental disability, long term health condition, pregnancy or parental leave, protected veteran status, or any other classification protected by applicable law. We actively work to address systemic bias and support representation. We therefore encourage all to apply and let us know if you require any reasonable adjustments to be made for your recruitment process.  Learn more at:  https://www.maersk.com/careers/diversity-equity-and-inclusion

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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