Senior Customer Experience Excellent

This role is to drive continuous improvement and support performance management in the Area CX across the assigned business area (Ocean, SCM, 4PL, LCL, Air, Landside or Customs). This includes anchoring and facilitate project prioritization and readiness in support of CX Leaders and their teams.

Who We Are

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What We Offer

Maersk is the global leader in the industry, You’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and encourages employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities

- Responsible:

• Responsible for the acceptance and application of global standards in local CX teams, including change management

• Open and constructive challenge of standardization practice that does not facilitate customer quality, increase efficiency and a digitization agenda

• Support Area CX Leaders to define local KPIs and ensure performance management cycles/tools are in place and followed across CX teams

• Coordinate and review all functional excellence activities in Area and develop change management strategies to ensure successful implementation and adoption of changes

• Sustain continuous improvement deployment and maturity in the CX teams in coordination with GSC Supporting teams

• Identity current process and/or CX Gaps and propose solutions to improve CX outcomes across assigned business area

• Co-create or facilitate TIP with quantifiable savings in cost or effort; or improvement to ‘Customer-felt KPIs in Ocean or L&S Execution

-Accountable for

• Delivery of Projects/Initiatives impacting assigned business area

• Local hand over of projects/changes to CX teams.

• Support CX teams with performance management tools

-Consulted about

• Process changes affecting the specific area

• Process improvement

• Process implementation

• Global initiatives

-Critical competencies

• Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints.

• Process improvement & Project Management skills

• Excellent understanding of customer requirements and customer focus

• Highly structured and analytical

• Strong influencing skills

• Result driven combined with the ability to achieve results through people

• International experience, comfortable working in a matrix organization

• Self-starter and effective change agent

Who Are We Looking For

An energetic talent who will grow along with the company, possessing the qualifications below:

• At least 05 years of experience in Supply Chain Management / Operation Management / Customer Experience/ Continuous Improvement/ Project Management or similar roles in the freight forwarding and logistics industries.

• Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints.

• Process improvement & Project Management skills

• Excellent understanding of customer requirements and customer focus

• Highly structured and analytical

• Strong influencing skills

• Result driven combined with the ability to achieve results through peole

• International experience, comfortable working in a matrix organization

• Self-starter and effective change agent

• Language proficiency: Native Vietnamese, Professional English level

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.