- Senior
- Escritório em Airoli
a consistently high quality experience for new and existing customers
in a small/medium size cluster.
About Maersk
For over a century, Maersk has been at the forefront of global trade, pioneering innovation and redefining what’s possible in logistics. Today, we continue to set new benchmarks in efficiency, sustainability, and excellence through transformation and technology.
At the heart of Maersk is our belief in diversity, collaboration, and continuous learning. With a workforce of more than 100,000 colleagues across 130 countries, we strive to reflect the customers we serve and shape the future of global logistics together.
Join us as we leverage cutting-edge technologies and unlock opportunities worldwide. Together, we’ll chart a course toward a smarter and more sustainable future.
What We Offer
Impact: Contribute directly to the success of Maersk’s global operations.
Opportunity: Grow personally and professionally with structured career development.
Innovation: Be part of a forward-thinking team that embraces change and new ideas.
Global Exposure: Work with diverse teams and gain insights into international business practices.
Balance: Enjoy flexible working arrangements designed to support work-life harmony.
Role Overview: Customer Experience Process Manager
We are looking for an experienced Customer Experience Delivery Manager to lead the end-to-end customer journey—from booking to delivery—including documentation and issue resolution. This is a strategic leadership role requiring a strong customer-first mindset, operational expertise, and the ability to drive team performance across multiple global regions.
The ideal candidate will bring 8-10 years of professional experience, including 2–3 years of team leadership, and a strong background in Logistics or Supply Chain Management. Expertise in compliance and customs processes is essential.
Key Responsibilities
Oversee the full lifecycle of customer interactions, ensuring timely, accurate, and policy-compliant execution.
Lead, coach, and inspire a high-performing team, with proven experience in managing leaders and driving results.
Collaborate with internal teams (Operations, Sales, Finance, Disputes) and external stakeholders for seamless decision-making.
Manage customer operations across NAM, UK/EUR, and IMEA regions.
Drive standardization, optimization, and simplification of processes to improve scalability and consistency.
Ensure all transactions are processed with precision, adhering to SOPs, especially in manual-intensive workflows.
Own team KPIs and performance outcomes, creating clear pathways for success.
Foster strong stakeholder relationships across geographies and functions.
Promote Maersk’s values of ownership, collaboration, and continuous learning, supporting cultural transformation.
Identify and implement improvements that directly enhance customer satisfaction and NPS.
Demonstrate analytical and problem-solving abilities to navigate ambiguity and deliver innovative solutions.
Maintain operational rigor with strong process controls, documentation standards, and compliance.
Exhibit excellent communication, interpersonal, and stakeholder management skills.
Be proficient in MS Excel and ERP systems; knowledge of data visualization tools is an advantage.
Remain adaptable to evolving tools, systems, and processes.
Ensure meticulous attention to detail in documentation and operations.
Must be open to working Night Shifts.
Inclusion & Diversity at Maersk
We are committed to building a workplace where every individual feels valued and empowered to contribute. Maersk is proud to be an equal opportunity employer, welcoming applicants from all backgrounds, identities, and experiences. We embrace different perspectives and ways of thinking as essential to our success.
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 [email protected].
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