Senior Customer Experience Manager

Senior Customer Experience Manager

The Senior Customer Experience Manager will play a key role in supporting the launch and ongoing operations of a key client's new plant in San Antonio, TX, serving as the primary in-house representative for Maersk. This role involves managing multiple teams across locations, leading the setup of 3PL and control tower functions, and working closely with the client to identify supply chain needs and deliver tailored logistics solutions.

The position requires strong collaboration with internal stakeholders, project implementation expertise, and a focus on continuous improvement. The ideal candidate will contribute to building scalable processes, driving customer satisfaction, and supporting Maersk's vision as a global integrator of logistics services.

Key Responsibilities:

• Ensure the Maersk team drives proactive customer support and issue resolution for a seamless customer experience across all products in scope.
• Ensure customer experience in cross-functional teams across multiple sites. Mobilize stakeholders, including vendors and across functions, to take necessary actions improve Customer experience according to the strategy.
• Execute on physical product delivery, incl. issue resolution towards the customer.
• Understand the account's business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs Responsible for Ocean operations, 3PL, domestic transportation, airfreight and liaises with brokers and other relevant parties on customer side and warehouse.
• Builds and maintains long term relationship with customer, and internal operational and customer service network.
• Logistics Strategy Development: Develop comprehensive logistics strategies to support the operational needs of the new plant, including transportation, warehousing, and distribution.
• Supply Chain Network Design: Analyse supply chain networks and recommend optimal transportation routes, warehouse locations, and distribution channels to streamline operations and reduce costs.
• Vendor and Carrier Management: Evaluate and select vendors, carriers, and third-party logistics providers (3PLs) based on performance, reliability, and cost-effectiveness.
• Negotiate contracts and service agreements to ensure favorable terms and conditions.
• Inventory Management: Implement inventory control measures to optimize inventory levels, minimize stockouts, and reduce carrying costs while ensuring product availability and order fulfilment.
• Transportation Planning and Optimization: Develop transportation plans and schedules to maximize efficiency and minimize transportation costs.
• Utilize and route optimization software to optimize delivery routes and consolidate shipments.
• Warehouse Operations Management: Oversee warehouse process and collaborate with the operations team, ensuring best practices on all levels from receiving, storage, picking, packing, and shipping activities.
• Implement cadence with the warehouse team to ensure efficiency and accuracy.
• Performance Monitoring and Analysis: Monitor key performance indicators (KPIs) and metrics to track logistics performance, identify trends, and measure the effectiveness of logistics initiatives.
• Conduct root cause analysis and implement corrective actions as needed.
• Continuous Improvement: Drive continuous improvement initiatives to enhance logistics processes, streamline operations, and increase productivity.
• Identify opportunities for cost savings and process optimization through data analysis and benchmarking.
• Financial visibility: supporting with budgeting & forecasting and follow up on billing needs for the account and provided visibility to customer on Statement of accounts
• Leadership/Talent Management: cultivate team culture and talent through creating a team culture of ownership and continuous improvement.
• Driving engagement in the team (EES), coaching and developing the team.
• Internal / External Stakeholder management: Building strong Customer Relationships and ensuring they view us as a partner of choice.
• While also maintaining relationship with internal stakeholders and ensuring the customer gets adequate support. Responsible for hiring processes and talent development.

Technical Skills & Qualifications

• 5+ years of leadership experience in logistics, supply chain management, or 3PL, including managing large operations or customer service teams.
• Strong knowledge of international transportation and logistics operations (Air, FCL, LCL, CHB, Intermodal), including documentation and compliance.
• Proven ability to build and manage stakeholder relationships, including influencing decision-makers across a global, matrixed organization.
• Experience with logistics solutions in Automotive or Industrial verticals.
• Exposure to project management, start-up environments, or transformation initiatives.
• Comfortable working across multiple time zones and cultures.
• Proficiency in Outlook, Excel, and logistics management tools.
• Expertise in supply chain optimization and ability to create data-driven business case recommendations balancing cost, risk, and service.
• Strong people leadership and team development skills - able to attract, grow, and retain talent while fostering collaboration.
• Bachelor's degree in Supply Chain, Business, or related field; fluency in English.

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Job Type:Full Time

Salary:$120,000- $145,000*

Benefits:Full-time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Notice to applicants applying to positions in the United States:You must be authorized to work for any employer in the U.S

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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