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.

Summary

SCM Planning & Visibility represents the 'brain' of the E2E Operation layer, and covers roles that do planning, assembling, monitoring, etc, to ensure seamless order execution across all means of transport: air, landside and ocean. Includes Maersk managed (Example: 4PL) as well as operated business (Example: 3PL & 2PL).

Responsible for long-term supply chain strategies and networks that address capacity issues and production location decisions. Monitors key sales and performance indicators and coordinates work to increase effectiveness of supply chain offerings.

Management stream includes those who primarily lead people for whom they have employee lifecycle responsibilities including hire/fire decisions, coaching/mentoring, coordination of tasks, appraising performance, pay reviews, and developing for future assignments.

Key Responsibilities

Customer Experience Leadership:

• Lead a team of agents managing a portfolio of customers, optimizing the delivery of non-physical and outsourced physical products.

• Support customers proactively and drive issue resolution within a specific geography.

• Foster strong customer relationships and team engagement.

Drive Area Customer Experience Strategy and Outcomes:

• Promote the adoption of our digital solutions for customers and CX teams.

• Implement cost-saving plans aligned with procurement logic to maintain a deflationary cost profile while ensuring safety and reliability.

• Design and drive revenue-optimizing opportunities.

• Evaluate, justify, support, and critique decisions related to the development and implementation of Maersk Integrated Management Systems.

Improve Customer Satisfaction:

• Build strong relationships with customers, understanding their business, service needs, drivers, and desires.

• Monitor customer satisfaction across segments and collaborate with relevant teams to drive local improvements.

• Represent the voice of the customers throughout the organization while maintaining the company’s vision.

Drive Team Collaboration and Performance Improvement:

• Review and update SOPs/IOPs based on frequent issue resolution and exception management.

• Ensure good collaboration and customer experience as part of cross-functional teams.

• Work closely with GSC to lead and accelerate efficiency.

• Identify recurring issues in delivery performance and initiate steps to address root causes.

Build and Develop a Strong Team:

• Support onboarding and coaching of new and existing team members to build a productive and consultative team.

• Drive transformations and change management initiatives to eliminate undue complexity and shift the customer experience culture from transactional to consultative and value-added.

Qualifications:

• At least 2 years of recent leadership experience in the logistics industry.

• Bachelor’s degree in Supply Chain, Logistics, or a relevant discipline.

• Strong business acumen and excellent commercial knowledge of the local market landscape.

• Continuous growth and improvement mindset with a global orientation.

• Effective leadership and coaching skills.

• Strong prioritization capabilities.

• Cost consciousness.

• Knowledge of and relationships with key local stakeholders.

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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