Director, Client Solutions PPS

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.

Position Summary
The Director of Client Solutions is responsible for overseeing the customer services functions and activities associated with customer’s import and/or export business. The Director’s role requires an enhanced level of service that is achieved by promoting ownership and accountability, driving quality standards, and delivering proactive communication and problem resolution. The success of this mission is measured through performance against corporate SLAs, various customer feedback loops, and satisfaction and development of its direct and indirect employees. This position sets and deploys strategies and executes policies in support of the mission in collaboration with other functional groups.

Functions & Duties

•    Monitor performance levels and adjust resource deployment as needed to support CCA Corporate goals and objectives. Report performance metrics and identify trends / anomalies that indicate changing workload drivers or shift in business needs.
•    Field and resolve escalated service issues with and on behalf of customers in collaboration with management from supporting CCA functional teams, overseas agents and HO colleagues ensuring corrective action is taken as required. 
•    Challenge existing processes, identify improvements to drive efficiency and service excellence, and contribute to strategic initiatives. Maximize opportunities to utilize the Shared Service Center for non-customer facing functions. 
•    Staff for allotted headcount, maximizing resource potential and minimizing the use of overtime. Assist CS management with personnel issues, and disciplinary actions, partnering with Human Resources as required.
•    Interview candidates for hire and provide coaching and development opportunities for CS staff. Ensure staff recognition programs are utilized and validate award justifications. Provide coaching and guidance to the leadership team, and maintaining succession plans for all key roles
•    Oversee development of PMP goals and timely delivery of performance evaluations, and ensure that development plans are executed for key talent.

Knowledge, Skills, Abilities 
•    Extensive working knowledge of CMA CGM organizational structure and services/network 
•    Strong working knowledge of the transportation industry 
•    Advanced knowledge of Group policies and procedures related to import/export ocean, including bookings, documentation, cargo tracking / call down, and freight release.
•    Clear understanding of CCA objectives & mission as a whole
•    Understanding of the company’s HR policies. 
•    Leadership expertise in assessing skills required to perform a job, judge potential talent and effectively deploy staff to meet productivity demands.
•    Ability to recognize and assess staff strengths and areas for improvement to effectively coach and mentor for advancement.
•    Superior time management skills to meet established or prioritized deadlines.
•    Ability to recognize and anticipate potential issues; take action to avoid or limit impact; adapting processes and procedures as required.
•    Ability to assume the lead during demanding and stressful conditions while inspiring and guiding staff and colleagues.
•    Ability to speak and write clearly with confidence and in a succinct manner, adjusting the message to effectively reach the target audience.
•    Creative problem-solving skills and confidence to challenge existing policies / procedures based on changing business needs.
•    Ability to perform and navigate in an environment of varied and diverse management styles, interacting and relating with employees at all levels within the organization by building and maintaining effective relationships.
•    Proficiency in the use of standard office computer applications, e.g., Microsoft Office Suite; Flexibility to simu