Customer Experience Manager – Direct Transport / Ocean Logistics - Remote

Overview

The Customer Experience Manager will be responsible for driving continued business growth for our Direct Transport customers by digitizing customer journeys, improving overall performance, and developing our people.

In Short

• Manage CX performance and set KPIs.
• Build and coach a high-performing CX team.
• Drive consistent, high-quality customer experience.
• Identify inefficiencies and lead process improvements.
• Collaborate with sales, product, and operations teams.
• Use customer feedback to drive continuous improvement.
• Support CX-related transformation projects.
• Ensure adherence to standard processes and IOPs.
• Foster an environment focused on continuous learning.
• Deliver superior customer experience and achieve business targets.

Requirements

• At least 5 years’ experience in managing a Customer Experience team.
• Strong people leadership and coaching ability.
• Skilled in performance management and process optimization.
• Experience in cross-functional collaboration.
• Familiar with Lean, Six Sigma, or Continuous Improvement practices.
• Business and financial acumen.
• Excellent written and verbal communication skills in English.

Benefits

• Culturally diverse and stimulating work environment.
• Focus on individual performance within professional teams.
• Commitment to ethical competition and values.
• Opportunities for career development and continuous learning.
• Support for a diverse and inclusive workplace.