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ID:  118854

Norfolk Va, US

Director, Client Solutions, Premiere/Elite

CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group.  Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations.  

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.

The Director, Client Solutions Export Elite/Premiere Accounts is responsible for effective execution of all export processes required by CMA CGM’s Elite/Premiere accounts.  This is achieved by promoting ownership and accountability, driving quality standards, and delivering proactive communication and problem resolution.    This position collaborates with other members of CCA management and business units, and takes a lead role in addressing the needs of the Premiere customer base.  This position also acts as a focal point for strategic initiatives and plays an integral role in change management.


This position will be responsible for:


  • Monitor performance levels and adjust resource deployment as needed to support CCA Corporate goals and objectives.  Report performance metrics and identify trends / anomalies that indicate changing workload drivers or shift in business needs.
  • Field and resolve escalated service issues with and on behalf of customers in collaboration with management from supporting CCA functional teams, overseas agents and HO colleagues ensuring corrective action is taken as required.
  • Challenge existing processes, identify improvements in order to drive efficiency and service excellence, and contribute to strategic initiatives.   Maximize opportunities to utilize the Shared Service Center for non-customer facing functions. 
  • Staff for allotted headcount, maximizing resource potential and minimizing the use of overtime.   Assist Premiere management with personnel issues, and disciplinary actions, partnering with Human Resources as required.
  • Interview candidates for hire and provide coaching and development opportunities for Export Premiere staff.  Ensure staff recognition programs are utilized and validate award justifications.  Provide coaching and guidance to the export leadership team.
  • Oversee the coordination and administration of Export training to all of the teams in Export Services.
  • Prepare and contribute to reports, organizational charts and presentations as required by department management.
  • Oversee development of PMP goals and timely delivery of performance evaluations, and ensure that succession plans are pursued for all key positions.
  • Miscellaneous related duties or projects as assigned.


Skill Sets/ Education & Experience Requirements:

  • High School diploma or GED required.  Bachelor’s Degree preferred.
  • Eight to Ten years of customer service, leadership, and/or management experience.
  • Extensive Working Knowledge of CMA CGM organizational structure and services/network
  • Strong Working Knowledge of the Transportation industry
  • Advanced Knowledge of bookings, customer service, and/or documentation
  • Clear understanding of CCA objectives & mission as a whole
  • Previous experience managing large customer service teams, in and out of call center environments.
  • Leadership expertise in assessing skills required to perform a job, judge potential talent, and effectively deploy staff to meet productivity demands.
  • Ability to recognize and assess staff strengths and deficiencies in order to effectively coach and mentor for advancement.
  • Superior time management skills to meet established or prioritized deadlines using well supported decisions.
  • Ability to recognize and anticipate potential issues taking action to avoid or limit impact ,and then adapting processes and procedures as required.
  • Ability to assume the lead during demanding and stressful conditions while inspiring and guiding staff and colleagues.
  • Ability to speak and write clearly with confidence and in a succinct manner, adjusting the message to effectively reach the target audience.
  • Proficient in the use of standard office computer applications, e.g.  Microsoft Office Suite
  • Creative problem solving skills and confidence to challenge existing policies / procedures based on changing business needs.
  • Ability to perform and navigate in an environment of varied and diverse management styles, interacting and relating with employees at all levels within the organization through building and maintaining effective relationships.
  • Maintain a Professional presence at all times consistently acting in line with CCA’s corporate core values.

CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons  without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.










Nearest Major Market: Hampton Roads

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