Customer Care Manager Cluster Ivory Coast

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.

Lead a team dedicated to delivering exceptional customer experiences, ensuring continuous improvement of unparalleled customer satisfaction & meeting all operational KPIs whilst collaborating with all stakeholders

Tasks & Responsibilities

Strategy &Planning

•Develop and implement a comprehensive customer care strategy align with CMA-CGM group objectives

•Implement strategies for better collaboration/develop relationships with Global Business Centers (GBS ) and Agency customer care department

•Implement strategies and operational level agreements (OLA) with internal departments to deliver

Leadership and Team Management

•Lead and mentor Customer Care team managers & supervisors

•Implement performance goals and objectives for the team as per group customer care policies

•Foster customer-centric culture that values excellence in service

Customer Experience Management

•Regular customer visits to identify their expectations, issues and areas of improvements

•Monitor and enhance customer feedback (VoC, NPS, TPS) and metrics to identify areas of improvements

•Implement strategies to enhance the customer experience, ensuring consistence and quality across all customer touchpoints

•Implement differentiated service levels to customers as per group customer influence levels (Customer segmentations)

Resource Management & Development

•Build and maintain customer care skill/competency matrix to ensure customer service staff are well trained/skilled to manage customer expectations.

•Optimize resource productivity to meet Service Level agreements (SLA)

Compliance, Quality Assurance & Reporting

•Ensure Customer Care organization is aligned as per group core model

•Ensure al customer care operations adhere to legal and regulatory requirements

•Implement group standard processes & tools within customer care team

•Regular reporting on performance to agency General Manager, Regional Office Customer Care Manager and CMA-CGM HO Customer Care direction

Knowledge, work experience, skills & competencies

•Proven Experience in leadership role within Customer Service or Customer Care in similar industry

•Strong understanding of customer experience & ability to lead and inspire diverse team

•Analytical mindset with ability to use data to dive decision making

•Excellent problem-solving and conflict resolution skills

•Strong Knowledge in Shipping

•Excellent customer Service Experience

•Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)

•Great customer facing skills with ability to build and nurture relationships

•Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations

•Excellent knowledge in LARA all modules

•Understand CMA CGM group organization, processes & Tools

•Basic proficiency with MS Office

Good level in french and English

Come along on CMA CGM’s adventure !