The Customer Experience Manager is responsible for leading and scaling contact center operations within the GSC, ensuring alignment with business strategy and delivering high-quality customer outcomes. The role drives operational performance, organizational capability, and customer experience strategy across CX teams, while enabling growth, efficiency, and continuous improvement.
Key responsibilities
- Lead and manage CX Contact Center operations, ensuring alignment with regional and global strategy.
- Define and execute customer experience strategy to meet customer needs across products, segments, and markets.
- Oversee team structure, workforce planning, and organizational design to support operational scalability.
- Lead, coach, and develop Team Leaders and CX teams, fostering a high-performance and customer-centric culture.
- Ensure achievement of service levels, KPIs, and operational targets through structured performance management.
- Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and quality.
- Develop and implement business continuity plans for critical customer processes.
- Monitor performance trends, identify risks, and implement corrective action plans.
- Collaborate with cross-functional teams to ensure seamless customer journeys and service delivery.
- Build and maintain strong relationships with internal and external stakeholders.
- Identify growth opportunities, including up-sell and cross-sell initiatives aligned with business strategy.
Accountabilities
- Delivery of CX performance against KPIs (service levels, productivity, customer satisfaction).
- Organizational capability development, including leadership pipeline and team performance.
- Execution of strategic initiatives and continuous improvement plans.
- Operational resilience and continuity of customer-facing processes.
Required qualification, experience & skills
- Bachelor’s degree or equivalent experience.
- 8 + years of experience in contact center management or similar leadership roles.
- Strong leadership and people management skills, with experience managing managers or large teams.
- Proven ability to drive performance, operational excellence, and customer satisfaction.
- Strong stakeholder management and communication skills.
- Ability to operate in complex, fast-paced environments and manage multiple priorities.
- Experience in building and scaling operations.
Required Business/ Technical Knowledge
- Strong understanding of contact center operations and performance metrics.
- Knowledge of customer experience frameworks and continuous improvement methodologies.
- Experience with tools such as SAP and advanced Excel.
- Familiarity with Lean Six Sigma and/or project management methodologies.
- Understanding of logistics and supply chain operations (preferred).
Key measures
- Customer Satisfaction (CSAT)
- Service Level / Phone Accessibility
- Productivity and operational efficiency
- Average Handle Time (AHT) and Average Speed of Answer (ASA)
- Shrinkage and workforce effectiveness
- Volume growth and churn management
Shift Timings
- Flexibility to work in rotational shifts, including night shifts, based on business requirements.
- Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.
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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