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ID:  555106
Location: 

Dublin, IE

Head of Customer Care - Ireland

 

CMA CGM | ABOUT US

 

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

 

  • The Head of Customer Care is primarily responsible for the management of both our Deep & Shortsea Customer Care teams here in CMA CGM Shipping (Ireland) Ltd.
  • You will lead team(s) dedicated to delivering exceptional customer experiences, ensuring continuous improvement of unparalleled customer satisfaction & meeting all operational KPIs whilst collaborating with all stakeholders.
  • You will be a key member of the CMA CGM Shipping (ireland) senior leadership team, reporting directly into the Country Manager of CMA CGM Shipping (Ireland) Ltd and playing a pivotal role in delivering our growth strategy.

 

 

WHAT WILL YOU BE DOING | KEY RESPONSIBILITIES

 

Strategy & Planning

 

  • Develop and implement a comprehensive customer care strategy aligned 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
  • Member of Senior leadership team which creates, builds and delivers strategies which deliver against organisational objectives.

 

Leadership and Team Management

 

  • Lead and mentor Customer Care Team Managers, Team Leaders and the wider Customer Care teams 
  • Implement performance goals and objectives for the Customer Care teams as per group Customer Care policies
  • Foster a 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 consistency 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 skills/competency matrix to ensure customer service staff are well trained/multi- skilled to manage customer expectations across both Deep & Shortsea products
  • Optimize resource productivity to meet Service Level agreements (SLA)

 

Compliance, Quality Assurance & Reporting

 

  • Ensure Customer Care organisation is aligned as per the group core model
  • Ensure all customer care operations adhere to legal and regulatory requirements
  • Implement group standard processes & tools within customer care team
  • Regular reporting on performance to the agency General Manager, Regional Office Customer Care Manager and CMA-CGM HO Customer Care direction

 

 

YOUR KEY WORKING RELATIONSHIPS

 

  • Customers
  • CMA CGM Agencies Staff (Local & Global)
  • CMA CGM Global Business Services (GBS)
  • Global Customer Care Account Managers
  • Global Key Account Managers
  • CMA CGM Group Regional (Europe) Customer Care Manager
  • CMA CGM Group Head Office Customer Care Direction
  • CMA CGM Group Business Process Managers/Transformation Teams

 

 

WHAT ARE WE LOOKING FOR? | KNOWLEDGE, SKILLS AND EXPERIENCE

 

  • Demonstrable experience in a leadership role within Customer Service / Customer Care, ideally within the Shipping, Logistics and/or Supply Chain industries 
  • Strong understanding of customer experience & ability to lead and inspire a diverse team
  • Analytical mindset with the ability to use data to dive decision making
  • Excellent problem-solving and conflict-resolution skills
  • Extensive experience within Customer Service / Customer Care / Customer Experience 
  • Excelent communication skills, with the ability to articulate various business scenarios with customers, senior business leaders & management stakeholders 
  • Great customer facing skills with ability to build and nurture effective relationships
  • Demonstration of professional demeanour, positive attitude, and resilience to successfully navigate challenging sitiuations 

 

 

 

 

WHAT DO WE OFFER?

 

Not only do we offer a competitive salary, we also offer a generous benefits package including:

 

  • 25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave

  • Discretionary annual bonus

  • Enhanced pension scheme up to 8.5% total contribution

  • Life assurance x3

  • Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter

  • Private healthcare (LAYA) + Healthcare Cash plan, including an Employee Assistance Programme

  • Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille

  • Hybrid Working

  • Cycle to work scheme/ Season ticket loans

  • Enhanced policies including Maternity & Paternity

  • Employee recognition awards

  • Considerable scope for personal and professional growth through the CMA CGM Academy

 

CMA CGM Group is proud to define itself as a family business built on strong human values.

  • Excellence

  • Exemplarity

  • Imagination

  • Boldness

 

CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.

Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.

 

Join us and discover a world of opportunities!

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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