Sr. Customer Experience Manager

The Senior Customer Experience Manager is responsible for developing high-performing teams that deliver consistent, high-quality customer experience and operational execution across multiple customers. This position is accountable for customer retention, service performance, cost-to-serve optimization, revenue assurance, and the identification of cross-sell and upsell opportunities.

The Senior Customer Experience Manager works closely with Regional and Global Account Managers, Program Managers, Implementation Managers, Sales, Product, and Operations stakeholders to deliver tailored logistics solutions and optimize profitability across the customer portfolio. This role requires strong customer partnership, people leadership, operational excellence, and the ability to influence across a global matrix organization.

Key Responsibilities:

Customer Experience and Service Delivery:

• Lead Customer Experience teams to deliver proactive, consistent, and high-quality support across all products and services in scope.

• Serve as a senior customer-facing contact for complex operational issues, escalations, and service improvement opportunities.

• Ensure teams understand customer requirements, IOPs, SOPs, KPIs, and service commitments.

• Partner with customers and internal stakeholders to improve service delivery, resolve issues, and drive customer satisfaction.

Operational Execution and Logistics Solutions:

• Oversee execution across relevant logistics products, including Ocean, Air, FCL, LCL, CHB, Intermodal, domestic transportation, warehousing, 3PL, 4PL, and control tower operations.

• Partner with Operations, Product, Sales, CPM, Program Management, Implementation, brokers, carriers, warehouses, and customer stakeholders to ensure seamless end-to-end delivery.

• Support logistics strategy, vendor and carrier management, and customer-specific supply chain solutions.

Performance, Continuous Improvement, and Financial Impact:

• Monitor KPIs, milestones, and service metrics to identify trends, risks, and improvement opportunities.

• Drive root cause analysis, corrective actions, and continuous improvement initiatives to improve service, productivity, and cost efficiency.

• Support revenue assurance, cost-to-serve improvements, budgeting, forecasting, billing follow-up, and profitability optimization.

• Provide customer feedback and operational insights to Sales, CPM, Product, and other stakeholders to support business development and solution improvements.

People Leadership and Talent Development:

• Lead, coach, and develop Customer Experience teams across locations, ensuring strong performance, engagement, and accountability.

• · Build a capable and scalable CX organization with strong knowledge of local products, services, customer requirements, and operational processes.

• Manage team performance, ensure targets are met, and address capability or performance gaps as needed.

• Foster a culture of ownership, collaboration, continuous improvement, and customer centricity.

• Drive colleague engagement, talent development, succession planning, and retention within the team.

• Support hiring processes and build a strong talent pipeline for current and future business needs.

Required Experience and Qualifications:

• 5+ years of experience in logistics, supply chain management and customer experience

• 5+ years of people leadership experience, including managing customer-facing, operational, or logistics teams.

• Strong knowledge of international transportation and logistics operations, including Ocean, Air, FCL, LCL, CHB, Intermodal, domestic transportation, warehousing, and documentation/compliance requirements.

• Experience managing multiple customers, large accounts, or complex logistics programs.

• Proven ability to lead in a global, matrixed organization and influence stakeholders across functions and levels.

• Strong customer relationship management skills, with the ability to build trust and position Maersk as a partner of choice.

• Experience with logistics solutions in Retail and Lifestyle verticals preferred.

• Strong analytical skills with the ability to monitor KPIs, identify root causes, and develop data-driven recommendations.

• Strong people leadership skills with the ability to attract, develop, engage, and retain talent.

• Comfortable working across multiple time zones, cultures, and stakeholder groups.

• Proficiency in Outlook, Excel, and logistics management tools.

• Bachelor’s degree in Supply Chain, Business, Logistics, or a related field preferred.

Compensation & Benefits: 

• Base salary Range: $120,000 – $145,000 annually* 

• Car allowance provided to support customer travel needs 

• Health Insurance: Comprehensive medical, dental, and vision coverage for you and your eligible dependents, with multiple plan options to fit your needs 

• Paid Time Off (PTO): 15 days PTO + 4 floating holidays + 10 paid company holidays 

• 401 (k) Retirement Savings Plan with company match 

• Parental leave: Paid maternity and paternity leave to support you and your family during life’s important moments  

• Employee Assistance Program (EAP): Free and confidential counseling, financial planning, and wellbeing resources 

• Professional Development: Access to in-house training, global learning platforms, and mentorship programs to support career growth

*The stated pay range is the anticipated starting salary and may be adjusted based on market conditions, experience, and location. Final compensation will be discussed directly with the selected candidate(s) in compliance with all applicable laws. 

Notice to applicants applying to positions in the United States 

You must be authorized to work for any employer in the U.S. 

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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