Morocco Integrated Cx Senior TL

Maersk Group

Key Responsibilities:

Drive Area Customer Experience Strategy and Outcome
Drive adoption of our digital solutions for customers & CX Teams.
Design and drive revenue optimizing opportunities.
Evaluate, justify, support & critique decisions related to the development & implementation of Maersk Integrated
Management Systems.

Improve Customer satisfaction
Actively build strong relationships with customers and gain an
understanding of their business, service needs, drivers, and
desires, monitor customer satisfaction across segments and partner with relevant teams to drive local improvement.
Act as a role model by representing the voice of the customers throughout the organization whilst maintaining the company s vision.

Drive Teams Collaboration and Performance Improvement
Review and update SOP / IOPs based on frequent issues resolution / exception management (with customer and CPM).
Ensure good collaboration and customer experience as part of cross
functional teams.
Work closely with GSC to lead and accelerate efficiency.
Identify recurring issues in delivery performance and initiate steps to address the root cause.

Build and develop a strong team
Support onboarding of new team members and coaching existing team members, to move towards a productive and consultative team.
Drive transformations and change management initiatives to eliminate undue complexity and shift customers experience
culture from transactional customer service to consultative and value added focused customer experience.