Client Director - Charlotte, United States - Maersk (a.k.a A P Moller)

Description

Opportunity

Managing the global customer experience for one of Maersk's largest customers, where we provide numerous transported, managed, and fulfilled by origin and destination services.

With supply chain knowledge and trusted advisor skills, the Client Director drives positive customer interactions, delivers rapid responses to the clients' needs and develops forward-looking initiatives that create win-win partnerships across the supply chain.

The Client Director manages a team of US-based Program Managers and the Customer Experience Partners which work together to ensure Maersk meets/exceeds performance targets, organizes, and standardizes our services to meet contractual requirements and reporting, and find synergies and value across services.

In addition, the Client Director collaborates with the network of Program Managers, Customer Experience Partners and Global Service Center teams assigned to the customer to ensure Maersk performs to our commitments and works together as a unified customer team.

Our opportunity

The Client Director will have to perform the following:

Key Responsibilities

• Set and execute against our strategic customer experience ambitions across the global customer footprint and Maersk teams supporting the customer
• Maintain and improve customer satisfaction levels (NPS)
• Develop a deep understanding of the client's business from both a tactical and strategic perspective to co-create initiatives and best in class solutions.
• Own all customer initiated and internal projects to ensure internal resourcing is appropriate to execute within the agreed timeline. Serve as a project manager or sponsor for all account related initiatives.
• Be the Account's strategic point-of-contact for forward-looking initiatives and primary escalation point for operational escalations
• Prepare and lead quarterly business review (QBR) with customer
• Develop and maintain a strong partnership with the customer to establish programs to improve customer awareness at all levels of the organization
• Establish communication channels with the customer to provide reliable updates and insights on projects, team developments and improvement initiatives
• Establish/own appropriate KPIs to measure operational performance
• Ensure internal KPIs are aligned with customer agreed KPIs and that there is one data set globally that reflects the customer and internal performance
• Drive the development of Global and Regional standards and IOPs
• Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority
• Host and engage in regular customer service calls with overseas branches
• Report periodic performance to Key Client Director (KCD), Regional and Global Head of Program Management, Customer Service Office (CSO) heads and Regional COOs
• Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends
• Develop, configure and implement customer dashboards that satisfies customer current and future demand
• Support the commercial teams with enquiries and expertise into these areas
• Establish productivity, profitability, and global FTE baseline for the account alongside the Customer Contribution Margin (CCM)
• Review global operational processes and validate possibilities of productivity improvement against service delivery level and drive improvements accordingly
• Ensure the account perspective is communicated to the global community and ensure the global policies are appropriate and can be implemented in the account solution
• Establish procedures that will minimize risk associated with compliance, trade controls and HSSE
• Serve as account representative during new business implementations
• Set up a plan for on-boarding, training and development (SOP quiz/certification) of the global team
• Maintain a Program Management and OPS team leader pipeline & have a succession plan in place
• Be involved in objective setting & performance management of the global operational team
• Ensure to manage team also by providing recognition & feedback pro-actively
• Foster a customer partnership mindset with global operations teams
• Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand
• Work collaboratively across the Maersk Customer Experience organization to share best practice and expertise with other colleagues and participate in local and regional workshops and training sessions
• Evaluate Maersk products against the current customer supply chain and make recommendations to KCM/Regional Head of PM for improvement projects and additional solution sales
• Participate in global SME community and sharing across GPDs
• Drive 2-3 productivity improvements with other accounts
• Define and document best-in-class vs standard service levels and discuss with Product
• Develop common business cases for example for IT developments (across accounts)

We are looking for

If you have the requirements below, this is your chance to join this high-performing team and be part of this great moment in our organization


Required experience & skills:

• Degree educated preferably in Business/Logistics/Engineering
• Significant relevant experience with a proven track record in operational management (preferably Maersk)
• Excellent communication and influence skills
• Ability to build strong effective networks
• Proven and sustained track record of delivery, with focus on driving results through others
• Executive Presence and the ability to interface with Executive Level Management
• Strong Leadership attributes with the ability to drive performance across diverse geographies and teams
• Understanding and passion for driving Operational Excellence in the business
• Ability to work in a matrix organization and influence decision makers
• Experience of working with wide variety of complex operational and commercial challenges
• Proactively support and hold accountable the global/regional/country teams
• Exposure and understanding of Business Improvement / Lean tools
• Knowledge of risk management with the ability to identify activities

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking.

Maersk is an equal opportunities employer and welcomes applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.

We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking.

Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.

We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing

Client Program Director