Customer Experience Manager at CMA CGM

Main tasks and Responsibility

• Execute Customer Journey Mapping to understand the wants and needs of different customer personas
• Drive to bring in a culture of customer-centricity in the organization
• Develop action programs to improve processes around customer touch points.
• Influence and inspire the leadership team and cross-functional peers to analyze and take action on customer feedback to improve customer experience.
• Establish communication mediums through which customers can readily contact a company and vice versa
• Focus on implementing Automated Call Distribution to enhance call quality, response time and prompt ticket closure for customers
• Develop & implement strategies to enhance CSAT, CES, NPS
• Connect the CS KPIs and customer feedback and draw insights from the analysis and build action plans.
• Establish monitoring of CX improvement in the agencies.

Skills and Qualification:

• Qualification in Maritime Studies (Maritime Business) Bachelor's Degree or equivalent
• Previous experience in Salesforce platform
• 3-5 years of experience in the field of Shipping & Logistics
• Experience in Project Management, Business Process Management, Transformation, Continuous Improvement, Digitization, Customer Experience.
• Demonstrated ability to execute process improvement initiatives and projects that integrate business objectives into accountable outcomes
• Demonstrated excellence in engage in transformational change, innovation initiatives and process improvements.
• Strong change management skills with influence and negotiation capabilities
• Excellent presentation, communication, and interpersonal skills