Customer Experience Team Lead

We are seeking a dynamic and experienced Customer Experience Team Lead to oversee a team supporting clients within our Supply Chain Management (SCM) portfolio. This role is pivotal in ensuring seamless end-to-end order execution across logistics solutions.

Key Responsibilities

Customer Experience Leadership

• Lead and develop a team of customer experience agents managing a diverse portfolio of SCM clients.
• Ensure proactive customer support and effective issue resolution within the designated geography.
• Foster strong customer relationships and promote team engagement.

Strategic Execution

• Drive adoption of digital solutions across customer and CX teams.
• Implement cost optimization strategies aligned with procurement logic, ensuring safety and reliability.
• Identify and execute revenue-enhancing opportunities

Customer Satisfaction & Advocacy

• Build deep customer relationships by understanding their business needs and service expectations.
• Monitor satisfaction metrics and collaborate cross-functionally to drive improvements.
• Serve as the voice of the customer while aligning with Maersk’s strategic vision.

Operational Excellence & Collaboration

• Continuously review and refine SOPs/IOPs to address recurring issues and exceptions.
• Promote cross-functional collaboration to enhance customer experience.
• Partner with Global Service Centres (GSC) to accelerate operational efficiency.
• Identify and resolve root causes of delivery performance issues.

Team Development & Change Leadership

• Support onboarding and ongoing coaching of team members to build a consultative and high-performing team.
• Lead change management initiatives to simplify processes and elevate the customer experience from transactional to value-driven.

We’Re Looking For

• 3–5 years of experience in supply chain and/or logistics, covering services such as ocean freight, contract logistics, trucking, and customs brokerage.
• Proven experience in client-facing roles.
• Strong stakeholder management skills (internal and external).
• Excellent communication skills in English.
• Strategic and critical thinking capabilities, with a focus on process improvement and opportunity identification.
• Adaptability and ability to thrive in a matrixed organization.

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.