Recrutement de 01 Country CX Manager

Localité : Burkina Faso / Ouagadougou
Domaine : Transport et Logistique
Niveau : Non precise
Entreprise recruteur : Maersk Line

Recrutement de 01 Country CX Manager
Niveau d'études: Non précisé
Expérience: Non précisé
Expire le: 27-09-2022

Maersk Line
Ouagadougou, Burkina Faso
Country CX Manager - Burkina Faso

Full time
BF - Ouagadougou

Opportunité
Would you like to be part of a value driven, commercially oriented international environment where we enable global trade every day?

As the Country Customer Experience Manager for Burkina Faso, you will be responsible for implementing the Maersk Security Commit rule throughout the organization, delivering customer outcomes, and will be taking responsibility for delivering a superior customer experience.

You will ensure the achievement of established business targets and build a high performing team through effective leadership and coaching.

WHAT WE OFFER:
When you join Maersk, you will find that the world is your workplace. You will work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us, teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through constant care and humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

RESPONSIBILITIES:

Drive Customer Service functional outcomes
Ensure country CX drives proactive customer support and issue resolution for a seamless customer experience across all products in scope

Engage stakeholders to take necessary actions to improve CX according to strategy

Execute on physical product delivery, incl. issue resolution towards the customer

Develop a network for unique intermodal setups via rail heads or supplier collaboration, Joint Venture, etc. in the country

Develop and sustain a capable CX organisation

Build a team with strong knowledge of local products and services and leverage their diverse competencies to ensure timely and cost efficient delivery on all products

Tailor customer service approaches in accordance with customer segment focus

Ensure country CX teams are trained in accordance with global standards; coach and support them to enable continuous development

Manage team’s performance and ensure targets are met

Drive Cost to Serve
Ensure country CX teams contribute with revenue assurance/cost efficiency/growth within its area of influence

Provide customer feedback to Key Client Managers/Program Managers for business development purposes

Customs House Brokerage
Legal compliance related to Customs regulations and Authorised Economic Operator obligations

WHOM WE ARE LOOKING FOR:
You are a seasoned Manager, able to work independently and extend solid support to Managing Director

As a leader, you put your team first – support, train, coach and motivate them around common goals

You build strong relationships with relevant stakeholders and manage them with success

Your strong business acumen helps you in reaching your goals and delivering against the agreed KPIs, including cost management

Ability to improve customer experience while keeping delivery and support activities cost efficient

Strong knowledge of local logistics operations and infrastructure, competition and systems

You are a confident MS Office user and curious about new tools and technologies

Fluency in both English and French

University degree (preferably in Marketing & Sales or Logistics) is required

If you have been reading so far, we are glad to see you are interested! If you could see yourself in this role, we are very much looking forward to your application.

OUR RECRUITMENT PROCESS:
Please submit your application by 27th September 2022

If your profile matches job requirements, our recruiter will get in touch to share more about the role and get to know you better

If successful, you will discuss the role with the Line Manager and his team

Every candidate will receive feedback

Country CX Manager - Burkina Faso

Informations supplémentaires
Ref. R33758

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.

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