Customer Care Manager

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.

YOUR ROLE:

Manage and coordinate all Customer Care activities (Customer service, Booking, Specialized desk, Cargo readiness, Centralized service delivery) to ensure level of service meets customer expectations in compliance with Group interests.

WHAT ARE YOU GOING TO DO:

• Define Customer care strategy in coordination with Sales.
• Monitor and coordinate Customer care activities according to target KPIs and take actions to improve performances.
• Ensure implementation of Group processes and procedures under their scope.
• Support Group projects implementation and new tool deployment.
• Supervise all Service Delivery activity, cargo readiness, booking and customer service.
• Support and ensure customer loyalty.  Commit to a long-term development process of your external network.
• Establish client invoicing in compliance with commercial contracts, international guidelines, exchange rates, applicable taxes, type of provided services, etc.
• Voice of Customer monitoring (NPS, CSAT, Pulse, CJM, …)
• Lead agency transformation as per group strategy (customer care projects, tools, people…)

WHO WE ARE LOOKING FOR:

1. Postgraduate degree (+5 years) in Business, Management or Logistics as well as a minimum of 8 years of professional experience in similar capacity in marine/shipping/transport in an international environment.

2. Strong drive, full autonomy, and leadership as well as strong interpersonal and communication skills.  You are customer oriented with the capacity to adapt to change and bring innovation to the business.

3. Possess strong analytical skills as well as a good understanding of Customer Service processes, documentation, and security initiatives.

4. Clear understanding of CMA CGM Group Policies & procedure.

5. Fluent in English, proficient in computer tools and a good command of IT tools.

Come along on CMA CGM’s adventure !