Maersk is aiming to be among the best logistics companies providing a higher customer satisfaction and Loyalty and is requiring for that to have customer experience teams being Customer-Centric. Leaders in CX team will ensure our vision of delivering a world class Customer Experience is Anchored in empathy, proactivity and value addition

WE ARE LOOKING FOR

This role is driving the overall digitalization strategy including self-serve offering to customers (and uptake) and feed CEN functions with requirements for future development. This includes support to Area on the customer onboarding journey to the self-service features and channels. Also ensures customer data quality and compliance in Customer Master Data (CMD) platform as the single source of truth to be consumed across all entities within APMM Group

MAIN RESPONSABILITIES

General

• In conjunction with Area CX, organize and deploy digitalization/self-service strategy in the area including the definition or

• target customers and delivery mechanisms (Workshops, Campaigns, etc)

• Own the pipeline visibility across Digital product (Web, App, EDI, etc)

• Flag and drive actions on Digital outliers and ensure actions are taken by respective CX teams.

• Support CX teams with training and capability building across our Digital offering.

• Feed relevant CEN stakeholders with requirements and feedback around our Digital Solutions. • Act as Local Anchor for Digital related deployments (eg, SSIB, E Payments, etc)

• Support local enquiries related to any customer master data activities or challenges

Handle exceptions according to business rules and CMD SOPs

• Maintains top-notch data quality in CMD and ensures data compliance with global, region, and country standard

• Analyze and identify areas of improvement, and support implementation of changes/improvements in CMD

WHO ARE WE LOOKING FOR

• Excellent understanding and focus on Customer Experience

• “Digital driven” with focus on customer solutions.

• Strong influencing skills

• Strong capabilities to articulate value of different Digital Solutions.

• Result driven combined with the ability to achieve results through people

• Anticipating and providing digital and technological support to customer needs; giving high priority on end-to-end customer experience.

• Experienced in working with documents like IOPs/QRGs capable to create such, adhere and self-train based on.

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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