Regional Head Customer Care LATAM & Caribbean
CMA CGM

Job Info

---

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group's shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Responsible for:

Customer Experience Improvement

• Monitoring regional performance against core customer care KPIs and coordinate with customer care managers on initiatives, root cause analysis and corrective actions to help drive continuous improvement.
• Regional lead for deployment and adoption of customer care related tools and projects, ensuring successful execution and regular updates to key stakeholders.
• Build a strong network of customer experience partners in the agencies focused on improving the customer journey for all the touch points and interactions.
• Perform periodic quality audits of calls and customer engagements to ensure consistency in customer service delivery in line with group objectives.
• Ensuring effective adoption of customer care tools and leveraging system capabilities for improvement in response quality and productivity.
• Work with agency customer care managers to develop & execute new ideas; best practices sharing across agencies/ departments to ease internal teams' and customer's journey.
• Maintain regular interaction with GBS / back office stakeholders to ensure consistency in delivery of outsourced customer care activities and drive continual improvements in line with customer and market expectations.

Voice of Customers

• Improving NPS survey response rate improvement on continual basis.
• Drive and support to 100% adoption of TPS in every agency in the region.
• Regularly evaluate the voice of customer feedback from NPS, TPS, Journey mapping and face-to-face interactions with customers & ensuring action plan to improve the customer experience and mitigate dissatisfaction levels.
• Target key customers of the region to review their journey maps and work with customer care managers on action plan to improve the experience on all the key service deliverables and interactions basis identified pain points.
• Analyse and provide synthesis for all the feedbacks received at customer level and domain level based on customer satisfaction TPS and NPS scores.
• Closely work with HO customer care team to provide lead indicators and areas to focus on improvements.
• Build robust network and mediums for customers & internal network to regularly communicate progress and improvements initiated & achieved basis VoC feedback.

Performance & Governance

• Perform the role of business owner for customer care functions in the regional network.
• Functionally manage all customer care managers in the region & coordinate with HO/RO/Agency management for performance objectives setting and assessments.
• Assist HO customer care team in definition and regular review of:
  • Customer care skill set and profile requirements.
  • Organisation / tools / process and people alignments.
  • Standard operating procedures and workflows.
  • Relevance of KPIs in accordance to changing business environment.
• Responsible for ensuring customer care target operating model is well implemented and adopted in the agencies.
• Collaborating across departments to help improve performance & KPIs.
• Voice of network - to raise common regional topics, issues, opportunities or suggestions with various stakeholders in HO or network.

Skills, knowledge, and Abilities required

• Bachelors degree required
• 10 years in managerial expertise, ideally in leading customer care teams in logistics / maritime domain.
• Demonstrable results in customer experience and service delivery improvements.
• Good communicator with strong analytical and decision-making skills.
• Experience in leading or participating in customer care related improvement / transformation projects.
• Flair for attracting and developing talent & managing direct and indirect teams.
• Ability to build strong and effective working relationships with peers across the network.

Skills, knowledge, and abilities preferred:

• MBA preferred
• Experience In working with quality management systems or similar environment is an added advantage.

Come along on CMA CGM's adventure !

Nearest Major Market: Miami

This job has expired.