Manager, Customer Engagement

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? Join APM Terminals as our next Manager, Customer Experience and play a pivotal role in driving customer satisfaction, loyalty, and operational excellence across our terminal operations.

About the Role:
As the Manager, Customer Experience, you will lead a dynamic team responsible for all post-onboarding customer interactions-both ocean and landside-across multiple channels. You'll champion operational support, resolve escalations and contract disputes, and drive strategic initiatives to enhance customer satisfaction (NPS) and retention. This is a unique opportunity to make a measurable impact in a fast-paced, global environment.

What You'll Do:

• Lead & Inspire: Manage, mentor, and develop a diverse team of union and management staff, fostering a culture of excellence, collaboration, and continuous improvement.
• Own the Customer Journey: Oversee all customer service channels (phone, email, chat, etc.), ensuring prompt, consistent, and high-quality engagement at every touchpoint.
• Drive Operational Excellence: Coordinate timely responses to inquiries and escalations, ensuring seamless day-to-day operations across all terminal functions.
• Champion Process Improvement: Identify and implement initiatives to streamline workflows, boost efficiency, and elevate the customer experience.
• Analyze & Act: Monitor customer feedback and industry trends, using insights to proactively enhance service delivery and inform strategic planning.
• Resolve & Support: Manage the full lifecycle of customer contracts post-onboarding, including dispute resolution and ongoing support, partnering with legal and sales teams to ensure compliance and mitigate risks.
• Collaborate Cross-Functionally: Work closely with internal teams to resolve issues, align operations with business objectives, and contribute to the development of policies, procedures, and business plans.

What We're Looking For:

• Advanced English proficiency (written and spoken)
• 5-10 years of experience in customer experience, operations, or related fields
• Proven leadership and team management skills
• Strong multitasking abilities and adaptability in a fast-paced environment
• Excellent communication, negotiation, and problem-solving skills
• Flexibility to work varied schedules as needed

Why APM Terminals?

• Impact: Be at the forefront of transforming customer experience in a global industry.
• Growth: Access world-class training, mentorship, and career advancement opportunities.
• Culture: Join a diverse, inclusive, and collaborative team that values your ideas and contributions.
• Benefits: Competitive compensation, comprehensive benefits, and a commitment to your well-being.

Ready to make your mark? Apply now and help us set new standards for customer experience in logistics!

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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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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