Mgr, Customer Care Strategic Accounts, Miami, FL

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.

Responsible for:

• Monitor ELITE Accounts KPIs and targets defined at Group level
• Monitor ELITE accounts performance within the regional scope
• Ensure full deployment & animation of the local Focal Points & CCAMs within the Region
• Define Action Plan and follow up to address the recurring issues
• Ensure that action plans are well implemented and report to HO management achievements

 

1. Key Accountabilities/Duties

• Monitor KPIs (Booking & BL TAT, Case Resolution, CSAT, NPS, etc …) on a weekly basis and initiate root-cause analysis and corrective actions for non-performance and recurring operational issues in cooperation with Premium desks in agencies
• Act as escalation point for operational issues that cannot be solved at country level
• Follow up of action plans implementation for ELITE Accounts
• 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, NOVA…)
• Monitor ELITE Accounts specific processes and RACI implementation within the region
• Work with regional sales teams, discussing regional tender business requirements
• Ensure Group ELITE Accounts processes are well implemented within regional scope; work with necessary teams to map any deviations
• Work with Agency Teams, CCMs, Trades, Sales, etc. to ensure operational stability and alignment of processes
• Act as counterpart and entry point for Regional Customers organizations
• Other duties as defined by management

 

 

 

Skills, knowledge, and abilities required:

 

• University degree holder.
• Minimum 5-8 years’ experience in Shipping Industry ideally in leading customer care teams in logistics / maritime domain
• Analytical & Reporting aptitude (Data Management & Visualization, Excel, Qliksense)
• Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
• Understand CMA CGM group organization, processes & Tools
• Demonstrable results in customer experience management for large/corporate accounts.
• Ability to build strong and effective working relationships with peers across the network.
• Bilingual English/Spanish required.

 

Skills, knowledge, and abilities preferred: