Job advert: Area Head of CX Continuous improvement

Maersk is currently in search of an Area Head for CX Continuous Improvement.

In its pursuit of becoming one of the premier logistics companies committed to achieving heightened customer satisfaction and loyalty, Maersk emphasizes the need for customer experience teams to adopt a Customer-Centric approach. Leaders within the CX team are tasked with ensuring that our vision of delivering a world-class Customer Experience is firmly rooted in empathy, proactivity, and value addition.

WHAT WE PROVIDE

Maersk is seeking an Area Head for CX Continuous Improvement to join our team in Douala, Cameroon.

The selected individual will lead a team dedicated to fostering continuous improvement in CX order management and issue resolution within the purview of Area CX. The goal is to cultivate the necessary capabilities for an efficient and consultative customer-led function. Additionally, the role involves supporting performance management throughout the business area served by Area CX, as well as anchoring and facilitating project prioritization. Ensuring readiness in support of CX Leaders and their teams is also a key responsibility.

KEY RESPONSIBILITIES

1. Collaborate with the Area Head of CX to lead and advance specific projects aligned with the global CX Vision and ABP’s CX role.
2. Take charge of functional performance management within the Area, utilizing global KPIs and CX-specific objectives for assessment.
3. Work closely with CX teams to identify and implement initiatives aimed at elevating customer satisfaction, enhancing productivity, and proactively resolving customer issues.
4. Oversee all customer experience functional excellence activities in the Area, formulating change management strategies for successful implementation and adoption under the guidance of Area CX leadership.
5. Foster a continuous improvement mindset within Area CX teams through regular updates on initiatives, the visible application of LEAN techniques, and ongoing Learning & Development initiatives.
6. Supervise and drive process standardization across the Area CX & Execution teams, ensuring consistency in approach and execution.
7. Align initiatives continuously and manage associated risks related to the deployment of transformation initiatives in the region.
8. Manage the area initiative change load and instill a change mindset within the CX teams.

WE ARE LOOKING FOR

1. In-depth knowledge and focus on Customer Experience Process, demonstrating a commitment to improvement.
2. Proficient in Project Management, with a keen ability to oversee and drive improvement initiatives.
3. Strong communication and stakeholder management skills to effectively convey ideas and strategies.
4. Comprehensive understanding of the End-to-End Business Landscape to align initiatives accordingly.
5. Highly structured and analytical approach to problem-solving.
6. Robust influencing skills to drive change and improvements collaboratively.
7. Results-driven with the ability to achieve outcomes through effective people management.
8. Preferred experience and knowledge in LEAN/Six Sigma methodologies.
9. International experience and comfort working within a matrix organization.

Maersk is committed to…

Promoting diversity and inclusivity in the workplace, embracing varied thinking styles. Maersk is an equal opportunities employer, welcoming applicants regardless of race, color, gender, age, religion, national origin, marital status, disability, sexual orientation, or any other protected characteristic. Consideration will be given to qualified applicants with criminal histories, aligning with legal requirements.

HOW TO APPLY?

To submit your application,

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