Customer Experience Manager

About the role

The Customer Experience Manager will lead initiatives that boost customer satisfaction, loyalty and profitability. Working closely with internal teams and key stakeholders, you will identify operational and financial improvements, manage escalations, and drive cross‑sell and up‑sell opportunities.

Key responsibilities

• Create and nurture customer loyalty while continuously improving end‑to‑end processes.
• Identify cost‑saving measures and revenue‑generation opportunities within the customer service function.
• Seek cross‑sell and up‑sell opportunities and monitor volume growth and CFS ratios.
• Ensure solutions are defined in the customer’s SOP and keep SOPs and IOPs up to date.
• Detect scope creep, advise the Customer Experience Manager and CPM, and address issues with customers.
• Achieve client‑specific KPIs and support the Customer Experience Team in delivering excellence.
• Assist the CPM by providing insights and recommendations for process improvements.

Required profile

• Proven experience in customer experience, retention or related commercial roles.
• Strong analytical mindset with the ability to translate data into actionable improvements.
• Excellent stakeholder management and communication skills.
• Ability to work in a fast‑paced, international environment.

Required skills

What we offer

• Opportunity to work in a global, diverse and high‑energy logistics environment.
• Collaborative teams that value continuous learning and personal development.
• Recognition, rewarding performance and a clear career progression path.
• Access to cutting‑edge technologies and global networks.