CHENNAI · FULLTIME
Customer Experience Manager
Maersk Global Service Centres
Chennai · onsite · Posted 11d ago
Sourced from
Undisclosed8–13 yrsfulltimeChennai
Your match
?
Sign in to see your match score, skill gaps & tailored resume.
Section · 01
About this role
Job Summary
The Customer Experience Manager is responsible for leading and scaling contact center operations within the GSC, ensuring alignment with business strategy and delivering high-quality customer outcomes. The role drives operational performance, organizational capability, and customer experience strategy across CX teams, while enabling growth, efficiency, and continuous improvement.
Responsibilities - Lead and manage CX Contact Center operations, ensuring alignment with regional and global strategy.
- Define and execute customer experience strategy to meet customer needs across products, segments, and markets.
- Oversee team structure, workforce planning, and organizational design to support operational scalability.
- Lead, coach, and develop Team Leaders and CX teams, fostering a high-performance and customer-centric culture.
- Ensure achievement of service levels, KPIs, and operational targets through structured performance management.
- Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and quality.
- Develop and implement business continuity plans for critical customer processes.
- Monitor performance trends, identify risks, and implement corrective action plans.
- Collaborate with cross-functional teams to ensure seamless customer journeys and service delivery.
- Build and maintain strong relationships with internal and external stakeholders.
- Identify growth opportunities, including up-sell and cross-sell initiatives aligned with business strategy.
- Delivery of CX performance against KPIs (service levels, productivity, customer satisfaction).
- Organizational capability development, including leadership pipeline and team performance.
- Execution of strategic initiatives and continuous improvement plans.
- Operational resilience and continuity of customer-facing processes.
- Bachelor's degree or equivalent experience.
- 8 + years of experience in contact center management or similar leadership roles.
- Strong leadership and people management skills, with experience managing managers or large teams.
- Proven ability to drive performance, operational excellence, and customer satisfaction.
- Strong stakeholder management and communication skills.
- Ability to operate in complex, fast-paced environments and manage multiple priorities.
- Experience in building and scaling operations.
- Strong understanding of contact center operations and performance metrics.
- Knowledge of customer experience frameworks and continuous improvement methodologies.
- Experience with tools such as SAP and advanced Excel.
- Familiarity with Lean Six Sigma and/or project management methodologies.
- Understanding of logistics and supply chain operations (preferred).
- Customer Satisfaction (CSAT)
- Service Level / Phone Accessibility
- Productivity and operational efficiency
- Average Handle Time (AHT) and Average Speed of Answer (ASA)
- Shrinkage and workforce effectiveness
- Volume growth and churn management
- Flexibility to work in rotational shifts, including night shifts, based on business requirements.
- Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.
Sourced from naukri
Let the agent run this one for you.
Tailored resume, auto-apply, and referral lookup — in under 2 minutes.
Section · 02
Skills
CSATCustomer Experiencecustomer satisfactionAdvanced Excelcontact centerbusiness continuityBusiness RequirementsChurn ManagementLogisticsAverage Handle TimeCommunication Skillsoperationsbusiness strategyLegalAht
Section · Company
About Maersk
Maersk Global Service Centres
Logistics
30k+
employees
1904
122 years old
Bengaluru/Bangalore, Karnataka
India
₹10.2L PA avg
Avg at Maersk
About
A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society.
Industries
LogisticsPorts & Shipping
Employee ratings
0 reviews
4.0/ 5
Employees rate it well for
Company Culture40Work-Life Balance40
Find them on