Job offer: Area Head of CX Continuous improvement

Cameroon Desks

 Maersk is looking for Area Head of CX Continuous improvement

Maersk is aiming to be among the best logistics companies providing a higher customer satisfaction and Loyalty and is requiring for that to have customer experience teams being Customer-Centric.Leaders in CX team will ensure our vision of delivering a world class Customer Experience is Anchored in empathy, proactivity and value addition.


Maersk is looking for a Area Head of CX Continuous improvement to join our team in Doula (Cameroon).

Lead a team to drive continuous improvement in CX order management and issue resolution owned by Area CX, and develop the capabilities required to be an effective and consultative customer-led function. Support performance management across the business area serviced by Area CX and anchors and facilitates project prioritization as well as ensuring readiness in support of CX Leaders and their teams

  • Support the Area Head of CX to anchor and drive defined projects that execute global CX Vision and CX’s role in ABP
  • Own functional performance management in the Area based on global KPIs and functional objectives for CX
  • Identifies and delivers initiatives with CX teams to enhance the level of customer satisfaction in order to improve productivity and anticipate and solve customer problems
  • Identifies and delivers initiatives with CX teams to enhance the level of customer satisfaction in order to improve productivity and anticipate and solve customer problems
  • Coordinate and review all customer experience functional excellence activities in Area and develop change management strategies to ensure successful implementation and adoption in support to Area CX leadership
  • Drive continuous improvement mindset in Area CX teams through frequent updates on initiatives, visible application of LEAN techniques and L&D
  • Monitor and drive process standardization across the Area CX & Execution teams
  • Continuously aligns initiatives & manages risks associated with deployment of transformation initiatives
  • Manages the area initiative change load and drives the change mindset within the CX teamsCreate
  • Excellent understanding and focus on Customer Experience Process
  • Improvement & Project Management skills
  • Strong communication and stakeholder management skills
  • Understanding E2E Business Landscape
  • Highly structured and analytical
  • Strong influencing skills
  • Result driven combined with the ability to achieve results through people
  • LEAN/ Six Sigma knowledge and experience is preferred
  • International experience & comfortable working in a matrix organization
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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