Description:
As the Head of Key Client Runway, you will play a critical role in ensuring seamless service delivery for key clients, aligning operations with the agreed frameworks, and fostering a culture of accountability and excellence within the team. You will drive Maersk's vision and strategy for exceptional customer experience across our Logistics and Services Portfolio, overseeing all aspects of client satisfaction, performance, and business results. This role demands an innovative leader who can champion customer centric initiatives and build strong relationships to optimize end-to-end service delivery.
Key Responsibilities:
- Ensure delivery of services and client Satisfaction, consistently meeting the expectations
- Own the customer experience by understanding business needs, service requirements, and drivers
- Maintain high standards of operational excellence in alignment with client requirements
- Engage relevant stakeholders to ensure timely, effective solutions for long-term customer satisfaction
- Collaborate with internal teams and external partners, including Program Management Focals, clients, and vendors, to address customer pain points and drive continuous improvement
- Build and sustain a team culture aligned with Maersk’s vision, values, and strategy, promoting accountability, engagement, and knowledge sharing
- Encourage an environment that supports team development and collaboration
- Oversee the development of the team’s knowledge base for consistency in service delivery
- Take full ownership of client performance metrics and business outcomes
- Ensure team members follow established processes, internal operating procedures (IOPs), and customer-specific KPIs to deliver consistent, reliable service
- Actively foster and build strong, collaborative relationships with customers to enhance trust, transparency, and alignment with objectives
- Uphold Maersk’s strategic direction within Logistics and Services, including Ocean and Logistics & Services, to deliver a world-class customer experience
Who we are looking for:
- Proven experience in customer service, program management, or operational roles within logistics or supply chain, including experience managing complex client relationships
- High level of understanding of business, product, and interaction between CX and other commercial functions
- Curiosity to understand customer needs, global trade, local and international market landscape, and how these interact.
- Have managerial skill to lead the team of Lead Logistics / Key Client Team Leads
- Passion for coaching teams and the development of capabilities to support improved business results
- Change management skills with strong customer centricity
- Collaboration and stakeholder management skills with the ability to operate and lead under pressure
- Strong operational and business understanding
- Strong written and verbal communication skills