Customer Experience Manager - Retail Vertical

About the role

Maersk is seeking a Customer Experience Manager for its Retail vertical. The role focuses on building valuable relationships with current and new customers, driving retention, loyalty, and commercial growth across key retail accounts.

Key responsibilities

• Drive customer retention and loyalty across key retail accounts by delivering customized logistics solutions.
• Continuously optimize end‑to‑end operational processes to reduce costs while maximizing income opportunities.
• Identify and execute cross‑sell and up‑sell opportunities, monitor volume growth, freight allocation, and CFS ratios.
• Ensure customer Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) are fully aligned, updated, and executed.
• Track and deliver against client SLAs and KPIs, identify scope creep early and collaborate with Client Program Managers to resolve issues.
• Partner on client onboarding and conduct regular monthly performance/KPI reviews with clients and internal account teams.
• Lead, coach, and develop team members using Maersk’s MPACT framework.
• Establish individual development plans, identify training needs, and ensure team mastery of operational systems.
• Cultivate a culture of innovation, driving work‑process reviews, visual‑management board monitoring, and task migration/outsourcing to Global Service Centers where applicable.

Required profile

Required skills

What we offer

• An exciting career opportunity in an international, high‑paced environment known for diversity.
• Focus on creating valuable relationships with customers while being valued, recognized, and well‑rewarded.
• Collaboration with amazing and diverse colleagues committed to Maersk’s values.
• Opportunities to shape the future of global trade and logistics through cutting‑edge technologies.