Retail, Industrial & Mining CX Head France Iberia

About the role

Maersk, a global leader in integrated logistics, is recruiting a Retail, Industrial & Mining Customer Experience (CX) Head for France and Iberia. The role leads the vertical portfolios of Key Client, Enterprise Client and Strategic Client accounts, owns the function with the most daily engagements with these customers and their supply chain partners, and drives growth and profitability plans.

Key responsibilities

• Drive KC, EC and SC CX strategy and outcomes, working with the global account team on plans and execution and building awareness of customer supply chain priorities
• Ensure proactive customer support and issue resolution across products, and maintain and test a business continuity plan for critical customer processes in Ocean and L&S
• Structure local KC, EC and SC CX teams, coach team leaders, train them to global standards and build teams with functional and commercial competencies
• Deliver growth and profitability plans through up- and cross-selling to customers and their supply chain partners, and monitor volume trajectory to support business planning
• Partner with regional and area leadership on strategic initiatives and Must Win Battles, and share best practices with CEN CX and other regional CX stakeholders

Required profile

• 100% KC, EC and SC customer retention in the area (controlled and non-controlled business)
• High customer satisfaction (global and local)
• Broad knowledge of supply chain strategy and execution in a global environment
• Ability to lead, coach and motivate teams and establish senior business relationships with customers and their partners
• Fluent English and French, written and spoken, mandatory