Area CX Excellence Manager

About the role

The Area CX Excellence Manager leads the Customer Experience function within Maersk, overseeing the delivery of services to customers after onboarding. This senior role combines strategic direction, operational execution, and people leadership to ensure high‑quality customer interactions.

Key responsibilities

• Manage customer channels, case management, onboarding, relationship, contract and dispute processes.
• Lead a team with full employee‑lifecycle responsibilities, including hiring, termination, coaching, performance appraisal, and pay reviews.
• Set direction for business and operational areas, develop policies, practices and implement business plans.
• Coordinate tasks across functions, adapt departmental plans to resource and operational challenges.
• Ensure compliance with established procedures and precedents while handling most situations independently.

Required profile

• In‑depth knowledge and experience in a functional area related to customer experience.
• Proven ability to apply subject‑matter expertise to solve common business issues.
• Capability to work independently with minimal guidance, seeking advice only on complex or non‑routine topics.
• Understanding of business interdependencies and accountability for team performance and results.

Required skills