ICX Customer Experience Manager – Automotive & Industrial

ICX Customer Experience Manager – Automotive & Industrial

The Opportunity
At Maersk, we are transforming the future of global logistics by connecting and simplifying our customers’ supply chains. We believe in empowering our people to create value for customers through collaboration, innovation, and operational excellence. As part of our Integrated Customer Experience (ICX) organization, you will play a critical role in strengthening customer relationships, protecting revenue, and driving business growth across our Automotive & Industrial customer portfolio.

We are seeking an experienced ICX Customer Experience Manager – Automotive & Industrial to lead client-facing teams across SCM, Ocean, and LCL services and serve as a key business partner for our customers. This role is far more than service delivery: you'll be accountable for protecting revenue, defending customer relationships, driving retention, identifying growth opportunities, and creating measurable business value for both customers and Maersk - and for being able to clearly articulate that value in business terms, not just service activity.

You'll lead the team that acts as customers' single point of contact, focused on query resolution and escalation management, and you'll bring a freight-forwarding mindset to the role: ownership, urgency, and a bias toward solutions regardless of organizational boundaries. You'll listen closely to customers, interpret what they're telling you, and shape solutions around their needs - moving fast and prioritizing with discipline on what matters most.

You'll work closely with Commercial, Program Management, Operations, and our Global Service Center (GSC), as one integrated team, not a separate organization to deliver seamless customer outcomes, leveraging AI and technology as a competitive advantage along the way.

Lead and coach the client-facing team, ensuring strong performance, accountability, and customer focus — hire, develop, and retain talent, and build a clear succession plan

Protect revenue and customer relationships by proactively identifying risks and resolving issues before they escalate; defend the customer by advocating for solutions and removing friction across the organization

Drive customer retention and grow the business by identifying cross-sell/upsell opportunities through stronger customer engagement

Listen closely to customers, interpret their needs, and shape solutions around them — bringing ownership, creativity, and an entrepreneurial mindset to solving customer challenges

Apply a freight-forwarding mindset: act with urgency, prioritize with discipline, and take ownership of problems beyond the immediate scope of the role

Partner with Commercial, Program Management, Operations, and GSC — as one integrated team — to deliver integrated customer solutions and consistent service outcomes

Champion AI and technology adoption to improve speed and quality and reduce cost-to-serve

Own and drive account KPI performance, ensuring alignment across supporting teams

Translate operational performance into clear, data-backed business value narratives — revenue protection, retention, growth, and cost-to-serve

Minimum 5 years of management experience within logistics, supply chain, customer experience, or related operations environments

At least 3 years of experience managing larger customer experience or operations teams

Strong business acumen with the ability to connect customer outcomes to revenue protection, retention, growth, and operational efficiency — genuine curiosity about how the account makes money and where friction costs it

Experience building business cases, leveraging data, and…