Client Director – Integrated Customer Experience

What we Offer

• Global Reach, Local Impact:
  Thrive in a role with international scope, contributing to projects that shape global trade.
• Inclusive and Dynamic Culture:
  Join a team where diversity is strength, fostering an environment rich in personal and professional growth opportunities.
• Competitive Rewards:
  Benefit from a compensation package matching your role as a leading industry player, complemented by best‑in‑class benefits and talent development programs recognized worldwide.

Managing the global customer experience for one of Maersk’s largest customers, where we provide numerous transported, managed, and fulfilled by origin and destination services. With supply chain knowledge and trusted advisor skills, the Client Director drives positive customer interactions, delivers rapid responses to the clients’ needs and develops forward‑looking initiatives that create win‑win partnerships across the supply chain. The Client Director manages a team of US‑based Program Managers and the Customer Experience Partners which work together to ensure Maersk meets/exceeds performance targets, organizes, and standardizes our services to meet contractual requirements and reporting, and find synergies and value across services.

In addition, the Client Director collaborates with the network of Program Managers, Customer Experience Partners and Global Service Center teams assigned to the customer to ensure Maersk performs to our commitments and works together as a unified customer team.

The Client Director will have to perform the following:

• Set and execute against our strategic customer experience ambitions across the global customer footprint and Maersk teams supporting the customer.
• Maintain and improve customer satisfaction levels (NPS).
• Develop a deep understanding of the client’s business from both a tactical and strategic perspective to co‑create initiatives and best‑in‑class solutions.
• Own all customer‑initiated and internal projects to ensure internal resourcing is appropriate to execute within the agreed timeline; serve as a project manager or sponsor for all account‑related initiatives.
• Be the Account’s strategic point‑of‑contact for forward‑looking initiatives and primary escalation point for operational escalations.
• Prepare and lead quarterly business review (Q ) with customer.
• Develop and maintain a strong partnership with the customer to establish programs to improve customer awareness at all levels of the organization.
• Establish communication channels with the customer to provide reliable updates and insights on projects, team developments and improvement initiatives.
• Establish/own appropriate KPIs to measure operational performance; ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer and internal performance.
• Drive the development of Global and Regional standards and IOPs; ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority.
• Host and engage in regular customer service calls with overseas branches; report periodic performance to Key Client Director (KCD), Regional and Global Head of Program Management, Customer Service Office (CSO) heads and Regional COOs.
• Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends.
• Develop, configure and implement customer dashboards that satisfies customer current and future demand.
• Support the commercial teams with enquiries and expertise into these areas.
• Establish productivity, profitability, and global FTE baseline for the account alongside the Customer Contribution Margin (CCM).
• Review global operational processes and validate possibilities of productivity improvement against service delivery level and drive improvements accordingly.
• Ensure the account perspective is communicated to the global community and ensure the global policies are appropriate and can be implemented in the account solution.
• Establish procedures that will minimise risk associated with compliance, trade controls and HSSE.
• Serve as account representative during new business implementations.
• Set up a…