Senior Customer Experience Consultant

Job Overview

As a Senior Customer Experience Consultant at A.P. Moller - Maersk in Doha, Qatar, you will be pivotal in onboarding new customers onto standard processes and digital platforms to establish a strong long-term partnership. The role focuses on enhancing customer satisfaction and promoting operational excellence. You will coordinate internal and external stakeholders, execute transactional activities as per agreed procedures, and ensure seamless shipment cycles through cross-functional collaboration.

Key Responsibilities

• Onboard customers to standard processes and digital platforms, setting up foundations for ongoing partnerships.
• Align with multiple stakeholders on customer-specific needs based on internal operating and standard operating procedures.
• Act as the main contact for assigned customers, managing daily communications and providing accurate, timely updates.
• Carry out transactional duties adhering to agreed procedures with customers and internal teams.
• Drive end-to-end shipment management through collaboration across functions to guarantee smooth customer experiences.
• Coordinate with global CX consultants and regional teams to maintain consistent service delivery.
• Manage routine exceptions autonomously or through Maersk networks.
• Continuously improve processes to enhance operational efficiency and customer ease.
• Handle first-level operational escalations and non-routine issues, preparing contingency plans to minimize disruptions.
• Proactively advise customers on potential service interruptions and collaborate on business continuity or recovery strategies.
• Lead monthly business reviews to monitor performance and align future priorities.

Growth Enablement

• Identify upselling and cross-selling opportunities by offering solutions aligned with customer needs.
• Support contract fulfillment through regular customer engagement and cooperation with Sales and Product teams.

Value Creation

• Partner with customers on strategic projects yielding immediate or near-term valuable business outcomes.

Accountabilities and Metrics

• Ensure customer satisfaction aligned with company KPIs and SLAs.
• Maintain operational excellence for a flawless customer experience and optimized productivity.
• Support revenue growth through new opportunities and contract adherence.
• Create added value by collaborating on initiatives fulfilling client business goals.
• Monitor key performance indicators including Net Promoter Score, compliance, productivity, and sales metrics.

Required Qualifications and Skills

• Minimum 5 years of relevant experience with advanced ownership and customer orientation.
• Strong communication skills combined with proficient data literacy.
• Effective problem-solving capabilities.
• Product knowledge covering Lead Logistics, Landside/First mile operations, Depots, and Customs.
• Prior regional experience in Qatar is mandatory.

Equal Opportunity Employer Statement

Maersk is dedicated to fostering a diverse and inclusive environment and welcomes applicants regardless of race, gender, age, nationality, disability, or any other protected characteristic. We provide reasonable accommodations throughout the hiring process upon request to ensure equal opportunity for all candidates.