Responsibilities:
Service delivery and Customer Satisfaction
- Orchestrate strategic operations and enhance customer satisfaction across countries for business retention and growth.
- Host and engage in regular customer-interaction calls/meetings including but not limit to: relationship building, business insights, reviewing performance, discussing roadmap with projects/initiatives that can bring value to the customer and to Maersk.
- Lead the customer transformation in Asia Pacific and verify implementation of value-creating projects in the customer supply chain.
Productivity and Profitability
- Initiate and drive process standardization/efficiency and productivity improvement against service delivery level.
- Enable sharing of operational expertise and knowledge within the community through day-to-day execution and participation in inspirational workshops
- Represent the customer’s interests internally during additional business implementations.
People Development
- Set up plans for on-boarding, training, and development of the CX team serving the customer in Asia Pacific
- Be involved in objective setting & performance management of the CX team in Asia Pacific.
- Provide recognition & feedback proactively.
Collaboration & community development
- Engage, together with the Client Program Director, with Commercial, Operational and Product experts to explore and to win/implement additional business.
- Own the global account maturity and the area team maturity: host and engage in account global/regional Client Program Management meetings, team area meetings/activities.
- Proactively raise and share best practices/lessons learnt to the CPM community and/or Area team.
Qualifications:
- Able to maintain professionalism and redirect during difficult internal and external conversations. Ability to problem solve and recommend appropriate course of action creating value for the customer.
- Interest and willingness to learn about the Key Client’s priorities assess strategically how Maersk can serve them. Able to apply strategic mindset to all customer engagement.
- Understanding of and passion for driving Operational Excellence in the business.
- Experience of working with a wide variety of complex operational and commercial matters.
- Excellent interpersonal skills to be part of a strong account community and manage stakeholders on various levels both within Maersk and our customer.
- 3+ years relevant experience with a proven track record in operational/program/project management and/or supply chain management. Commercial experience is a plus.
- Proven and sustained performance history of delivered success, with focus on driving results in a matrix organization.
- High sense of urgency and persistence.
- Outstanding verbal, writing and presentation skills.
