Maersk is embarked in a profound and exciting transformation moving away from being a shipping line to becoming the integrator of container logistics; widening the scope of products and solutions it offer to its customers. The company is in growth mode, both organic and inorganically.
In this role, you will be the right hand of the Customer Experience Director in shaping the strategy of the Customer Experience function, deploying it and ensuring it is being executed as planned. The purpose of the role is to create a culture of continuous improvement that uses the capabilities of the entire Customer experience organization colleagues to strive for higher levels customer value creation and reduction of waste. The goals are to improve customer experience, increase employee engagement and to reduce cost to serve.
You will have a great deal of local empowerment and autonomy and you will be accountable for the improvement of processes and systems in the area, but you will also work together with our HQ and regional teams in driving process standardization and implementation of global changes.
You will support the performance management by helping setting the right goals, measuring performance and working with functional managers to deliver better results. You will manage the functional portfolio of projects in the area; this includes prioritizing, facilitating and anchoring global and local projects together with Customer Experience Leaders and their teams.
The position can be based in Milan or Genova.
We offer
A company with strong people development culture and consistent values, marked by high integrity in the way it conducts business.
A senior leadership role with autonomy and high impact on an organization of around 150 employees in various Mediterranean countries, including front and back offices. You will have a direct team of 10+ direct employees to manage your portfolio of activities.
A working environment in growth mode, both organic and inorganic.
A fast- paced, high-energy, dynamic organization of bright colleagues that requires you to be in a continuous learning mode, to be able to keep up.
You will operate in a truly international setup and build your career in an a global, industry-leading organization, where you will have numerous career development opportunities.
Key responsibilities
• Supporting Customer Experience Area Manager to anchor and drive defined projects for Area CX across teams.
• Supporting Customer Experience Country Managers on defining local KPIs and ensuring performance management cycles are in place and followed up across Customer Experience teams.
• Coordinating and reviewing all Customer Experience functional excellence activities in Area and developing change management strategies to ensure successful implementation and adoption in support to Customer Experience leadership.
• Driving process standardization across the Area Customer Experience function, driving functionality adoption and foster requirement gathering for continuous improvement.
• Actively driving e-commerce uptake and ensuring stability/control in the Area Customer Experience activities through performance management and collaboration across teams.
• Owning the area learning and development plan to improve performance and preparing the organization for growth.
• Actively driving the strategy and execution thereof in the area Customer Experience functions (across countries).
• Actively driving process improvements in order to deliver on Area Customer Experience targets and ambitions for a good customer experience.
• Driving implementation of good practices from fragmentation to scalable knowledge.
• Seeking to automate manual processes and driving a culture of productivity improvement.
We are looking for
• An engaging people leader.
• Good knowledge and work experience with process excellence frameworks (Lean 6 sigma green belt, black belt etc.).
• Wide experience working for international companies.
• Comprehensive understanding of logistics processes would be considered as an advantage.
• Ability to work under pressure, anticipate potential problems and diagnoses, evaluate and resolve problems as they happen in order to meet process performance objectives and deadlines.
• Excellent understanding and focus on Customer Experience and Execution of products.
• Excellent understanding of products in scope.
• Understanding E2E Business Landscape and Operational Excellence.
• Fluency in English. Italian language knowledge will be a plus.
• Process improvement & Project Management skills.
• Strong influencing skills and stakeholder management.
• Experience in leading teams.
• Result driven combined with the ability to achieve results through people.
• Proven leadership skills and ability to challenge status quo.