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  • Posted: Feb 3, 2023
    Deadline: Not specified
  • CMA CGM is a leading worldwide shipping group. Founded in 1978 by Jacques R. Saadé, CMA CGM is today a worldwide leading shipping group. It has nearly 29,000 employees around the world, of which 4,500 in France. Of the French employees, 2,400 are based in Marseille, where the Group was founded. The CMA CGM Group has become a major player in the ...
    Read more about this company


    Customer Experience Manager

    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

    Method of Application

    Interested and qualified? Go to CMA CGM on to apply

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