Head of Customer Care

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:  You will manage all the domains in Customer Care team to ensure the Group targets accomplishment and drive the team to provide an outstanding service to the customers in order to be the best in class in the market.

SCOPE OF RESPONSABILITIES:

Your main responsibilities include, but not limited to:

•    To drive, develop and implement Customer Care strategies adhere to regulation rules, country specific rules and corporate rules
•    To ensure implementation of Group processes and procedures

•    To ensure productivity, quality and target accomplishment
•    To empower the team to be self-sufficient in dealing with customers.
•    To monitor KPI for improvement on above points, directing to the manager when results are not reached.
•    To take ownership of customers issues and follow problem thought to resolution. Managing customer escalations and all customer relations issues.
•    To Identify customer expectations whiles building customer relationships and loyalty.
•    To coach and train the customer care team in order to ensure high level standards in the organization.
•    To ensure that the standard procedures (SOP) are being adhered by all departments together with HOD’s and QPM.
•    Work collaboratively with respective HODs, ensuring that problems rectified and not repeated.
•    Get involved with Management on new projects and developments.

QUALIFICATION, SKILLS AND EXPERIENCE

•    Leadership experience (8-10 years) in a Customer Care function within a relevant industry, i.e. Shipping and Logistics  
•    Excellent interpersonal and communication skills, with ability to develop and manage effective working relationships at all levels.
•    Customer oriented, persuasive and results-oriented.  
•    Strong leadership qualities and able to work in a highly pressure environment 
•    Highly developed analytical and problem identification & solving skills to ensure the optimal solution is reached.
•    Demonstrable people leadership and management experience, with proven ability to instil a culture of high performance and high engagement within team

Come along on CMA CGM’s adventure !