Lead Logistics Customer Experience Manager

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Job Purpose/summary:

Lead the Global GSC LLP Pillar as a strategic competency center, driving transformation, continuous improvement, and operational excellence across LLP. Accountable for building a globally aligned organization that ensures consistent service delivery while embedding The Maersk Way in all GSC operations.

Key Responsibilities:

- Process excellence and problem solving: Lead A3 problem solving, using 5 Whys and tracking actions through to benefit realization. Approve RCA quality and cost-related decisions before they go to the Area or Customer.
- Cost, FTE and capacity management: Lead monthly volume forecasting and the monthly GSC FTE review with the Area. Validate and submit monthly GSC billing, covering FTE allocation and benefit tracking.
- Customer experience: Run the monthly KCXI review with team leaders. This covers key drivers, detractors and customer feedback, with alignment to Area CX targets.
- Transformation, migration and adoption: Oversee the weekly migration review for new accounts and processes. Run the weekly adoption review of SCP and AI automations with team leaders, and keep up with online training in leadership, digital tools and SCM best practices.
- Set clear goals and expectations to drive high performance and accountability.
- Foster a culture of excellence, ownership, and continuous development.
- Monitor team performance and provide coaching and support to ensure delivery against KPIs.
- Champion The Maersk Way principles in team behaviors and decision-making.
- Be accountable for the full customer experience across the LLP value chain, from origin to destination. Act as the escalation point for service issues and drive resolution across function
- Ensure team initiatives are aligned with strategic goals and customer needs. Identify risks early and implement mitigation plans to protect service delivery.
- Escalate critical risks and lead resolution efforts in collaboration with stakeholders.
- Collaborate effectively with CX, CPMs, FPOs, and other GSC teams to deliver seamless service. Participate in cross-functional customer teams to ensure alignment and shared accountability

Skills and Competencies:

- Cost and commercial acumen: GSC billing, FTE and utilization analysis, and cost approvals.
- Forecasting and capacity planning: Volume and workload forecasting and resource planning.
- Lead Logistics and SCM operations knowledge: SLAs, migrations, and the Area/Customer escalation flow.
- Proven track record in leading large, cross-functional teams
- Strong exposure to global operations, transformation, and process improvement
- Experience in stakeholder management across regions and functions
- Demonstrated success in driving cost optimization and performance management

Who we are looking for:

- Bachelor’s degree in supply chain, Logistics, Business, or related field
- Advanced degree or certifications (preferred)
- Strong experience in Lead Logistics processes for the respective area
- Understanding of Maersk systems across Ocean & L&S
- End to end value stream knowledge (LTA to Invoicing)
- Strong communication, influencing and stakeholder management skills
- Highly customer centric
- Result driven combined with the ability to achieve results through people
- Comfortable working in a matrix organization
- Willing to work on an RTO setup and day shift schedule.

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.
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