Strategic Accounts Customer Care Manager

Strategic Accounts Customer Care Manager

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.

Summary
In this role, you will be reporting to Head of Customer Care, APAC Regional Office and functionally to the Head of Strategic Accounts Customer Care in head office (HO).
You will be responsible for full ownership of the activities of the Strategic Accounts managed by the regional office and agencies. You will drive effectiveness of the Strategic Accounts Customer Care strategy defined by Head Office and monitor Strategic Accounts performance KPIs, continuous improvement and actions plans follow up within the region.

Your main responsibilities are, but not limited to:

• Manage operational performance for the strategic accounts in the region, monitor KPIs on a weekly basis, initiate root-cause analysis, corrective actions for non-performance and recurrent operational issues in cooperation with Strategic Accounts Management desks in agencies
• Act as escalation point for recurring operational issues that cannot be solved at country level with the support of the Focal Point.
• Ensure action plans are well implemented, follow up and report to HO management achievements
• Monitor Strategic Accounts KPIs and targets defined at Group level
• Ensure Group Strategic Accounts processes are well implemented within their regional scope
• Report to HO management on the assigned regional portfolio on a weekly basis
• Monitor Customer Experience Group tools deployment within the region (NPS, TPS, CJM, Salesforce)
• Monitor Strategic Accounts specific processes and RACI implementation within the region
• Degree in relevant discipline
• At least 5 - 8 years of experience in Shipping Industry ideally in leading customer care teams in logistics and/or maritime domain
• Demonstrable results in customer experience management for large/corporate accounts.
• Ability to build strong and effective working relationships with peers across the network.

**This role is opened for local employment only.

We will only consider applicants who have received, or are willing to receive by the date of recruitment, the full regimen of a WHO EUL vaccine (examples include Pfizer-BioNTech/COMIRNATY, Moderna, Sinovac-CoronaVac, and AstraZeneca). Proof of vaccination will be required.

**Salary package (local) & job title shall commensurate with experience.
**Kindly note that only short-listed applicants will be contacted.

** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes: 
(i) To process the application for the role being applied for; 
(ii) To process the application for other open positions within the CMA CGM Group which may be suitable to you; 
(iii) To conduct necessary reference checks; and 
(iv) Any other purpose related to one or more of the above.

You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role. 

NOTICE TO THIRD PARTY AGENCIES: Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.