Senior Manager Customer Care

Location: Ciudad Nezahualcoyotl

About the Company

Join CMA CGM, a global leader in shipping and logistics, and become part of a dynamic team committed to delivering exceptional customer experiences.

About the Role

As a Customer Care Manager, you will lead and coordinate customer care activities, ensuring outstanding service delivery while driving operational excellence and continuous improvement. This role plays a key part in strengthening customer relationships and supporting business growth.

Responsibilities

Lead and coordinate Customer Care operations
Monitor service performance and customer satisfaction KPIs
Drive process optimization and operational excellence
Support digital transformation and deployment of new tools
Develop and coach team members to achieve their full potential
Ensure compliance with global procedures and standards

Qualifications

Strong leadership and people management skills
Experience in Customer Service, Booking, Logistics, Supply Chain, or Shipping Operations
Ability to analyze data, monitor KPIs, and implement action plans to improve performance
Experience leading process improvements, projects, and new tool implementations
Excellent communication and stakeholder management skills
Advanced English communication skills
Strategic mindset with a customer-centric approach

Required Skills

Strong leadership and people management skills
Experience in Customer Service, Booking, Logistics, Supply Chain, or Shipping Operations
Ability to analyze data, monitor KPIs, and implement action plans to improve performance
Experience leading process improvements, projects, and new tool implementations
Excellent communication and stakeholder management skills
Advanced English communication skills
Strategic mindset with a customer-centric approach

Preferred Skills

Experience leading process improvements, projects, and new tool implementations

Equal Opportunity Statement

CMA CGM is committed to diversity and inclusivity in the workplace.