Customer Experience Manager

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and
logistics, serves more than ‎420 ports around the world on five continents.
With its subsidiary CEVA Logistics, a world leader in logistics, and its air
freight division CMA CGM AIR CARGO, the CMA CGM Group is continually
innovating to offer its customers a complete and increasingly efficient range
of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of
alternative fuels, the CMA CGM Group has set a target to become Net Zero
Carbon by ‎2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that
require an emergency response by mobilizing the Group’s shipping and logistics
expertise to bring humanitarian supplies around the world.

Present in ‎160 countries through its network of more than ‎400 offices and ‎750
warehouses, the Group employs more than ‎155,000 people worldwide, including
‎4,000 in Marseilles where its head office is located.

Role :
Customer Experience Manager is responsible for implementing and executing all
activities useful for improving customer relationship and satisfaction. Their
main activity will be data collection, analysis and interpretation resulting
from customer interactions to develop and implement a Best-In-Class continuous
improvement program, whilst also executing various actionable items identified
from VoC feedback and internal improvement opportunities influencing customer
experience and customer care performance improvement.

The Incumbent will also work with Regional Customer Care, Agency Quality
Process Manager, Shared Service Centres & Process Excellence stakeholders to
achieve ease of doing business for our customers, helping drive all variables
across processes, people & technologies.

Core Responsibilities

Drive to bring in a culture of customer-centricity in the organization

Successful execution of Customer Journey Mapping and improving customer
response to touch point surveys

Organizing and Coordinating customer engagements in the organization and
working with CX ambassadors in all departments

Develop improvement action programs to improve processes around customer touch
points.

Influence and inspire the leadership team and cross-functional peers to
analyze and act on customer feedback to improve customer experience.

Establish communication mediums through which customers can readily contact a
company and vice versa

Focus on implementing Automated Call Distribution to enhance call quality,
response time and prompt ticket closure for customers

Implement, monitor and report on strategies to improve CSAT, CES, NPS and CX.

Connect the CS KPIs and customer feedback and draw insights from the analysis
and build action plans.

Ensuring success stories from the network are recognized and highlighted
across the network leading to best practices sharing and adoption.

Planning, Coordinating and executing regular transversal customer visits with
clear follow-up and closure on action plans

Required Capability

This role requires coordination, problem-solving, process design, leadership
without authorities, stakeholder management and strategic thinking skills.

Previous experience in Salesforce platform

‎3-‎5 years of experience in the field of Shipping & Logistics

Experience in Project Management, Business Process Management, Transformation,
Continuous Improvement, Digitization, Customer Experience.

Demonstrated ability to execute process improvement initiatives and projects
that integrate business objectives into accountable outcomes. Experience in
working with Lean, Six Sigma and other methodologies are an added advantage.

Demonstrated excellence in engage in transformational change, innovation
initiatives and process improvements.

Strong change management skills with influence and negotiation capabilities

Excellent presentation, communication, interpersonal and decision-making
skills

Come along on CMA CGM’s adventure !