The Customer Experience Manager - Sri Lanka will be responsible to structure, staff and manage the country-specific CX teams; primarily in Integrated CX. Lead CX locally in alignment with the strategy set by the Area Head of CX. This role reports into Area Head of CX - IBS.
Primary responsibilities:
Drive Country Customer Experience strategy and outcomes
•Ensure Country CX drives proactive customer support and issue resolution for a seamless customer experience in cross functional teams, and across all products in scope
•Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S.
Develop and sustain a capable Country CX Organization
• The Country CX organizational design and leadership staffing, in accordance with Area design and global blueprint.
• Leading, directing and coaching Country CX leaders, and monitoring / managing that Country CX teams are coached and supported to enable their development
• Ensure Country CX teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus (e.g. Integrated vs. Direct Transport)
• Build teams with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely and cost efficiently maximize customer value of all By Maersk models.
Deliver on Country growth and profitability plans
•Up- and cross-sell to all customers, and their supply chain partners (where relevant), in accordance with global policy.
•Actively monitor and manage volume trajectory to drive growth; reduce churn and expedite new and additional business conversion.
Accountable for :
• Country customer retention and satisfaction.
• Country employee engagement and talent development / retention.
• Own CX direct operating expense budget, and deliver on productivity targets for the country.
Critical Competencies:
•Ability to lead and develop a large organization.
•Ability to lead, coach and motivate teams towards a shared vision with clear goals .
•Prepare and execute a resourcing plan to run a large, profitable business Lead an organization to prepare and respond with resilience to a business environment influenced by various external factors
•Establishing senior business relationships with customers.
Key Metrics:
Shared (with ACXLT):
•Country NPS and CSAT
•Customer churn
•Cost to serve and productivity vs. budget
•Customer segment quality metrics
•Case and order handling timeliness and quality
Individual:
•Country CX team engagement.
Key Interdependencies:
Internal Stakeholders:
• Area CX Leadership team
• CEN CX Excellence, and CEN CX Enablement
• GSC
External stakeholders:
•Customers
•Customers partners (vendors, contracted transporters, other supply chain partners)
•Regulatory and other authorities
Organization structure:
Direct supervisor
•Area Head of CX
Direct reports
•Country CX Leadership team
