Customer Care Specialist - Regional Office AFRICA

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

Reporting to the Regional Head of Customer Care, the Regional Customer Care Specialist is responsible for delivering the CMA CGM Group’s strategic vision of enhancing both customer and internal experiences within the customer care domain.
As the business specialist of customer care in the region, the incumbent is accountable for driving the performance and effectiveness of the global customer care strategy and functionally challenging the network of customer care managers. This includes building and leading high-performing, customer-facing teams across the region.

The incumbent will also collaborate closely with head office teams, the agency network, and shared service centers to improve the ease of doing business for customers by optimizing processes, people, and technologies.

KEY RESULT AREAS

• Deliver customer care outcomes in alignment with group objectives.
• Improve Customer Satisfaction (C-Sat) and Net Promoter Score (NPS) response rates and results.
• Enhance the ease of doing business for customers.
• Improve KPIs related to key processes, service quality, and productivity across customer care teams.
• Ensure the successful implementation and adoption of customer care tools and transformation initiatives.

WHAT ARE YOU GOING TO DO ?

Customer Experience Improvement

• Monitor regional performance against core customer care KPIs and coordinate with customer care managers on initiatives, root cause analysis, and corrective actions to drive continuous improvement.
• Act as the regional specialist for the deployment and adoption of customer care tools and projects, ensuring successful implementation and providing regular updates to key stakeholders.
• Build a strong network of customer experience partners within agencies, focused on enhancing the customer journey across all touchpoints and interactions.
• Conduct periodic quality audits of customer calls and engagements to ensure consistency in service delivery, aligned with group standards.
• Ensure effective adoption of customer care tools and leverage system capabilities to improve response quality and productivity.
• Collaborate with the agency customer care managers to develop and implement new ideas and facilitate the sharing of best practices across agencies and departments to simplify both internal processes and customer journey.
• Maintain regular engagement with GBS and back-office stakeholders to ensure consistency in the delivery of outsourced customer care activities and drive continuous improvement aligned with customer and market expectations.

Voice of Customers

• Continuously work to improve NPS survey response rates across the region.
• Drive and support 100% adoption of the TPS program in every agency within the region.
• Regularly assess customer feedback from NPS, TPS, journey mapping, and face-to-face interactions, and ensure the development and execution of action plans to enhance customer experience and reduce dissatisfaction.
• Engage with key regional customers to review their journey maps and collaborate with customer care managers on initiatives to improve experiences across all critical service touchpoints based on identified pain points.
• Analyze and synthesize feedback collected at both the customer and domain levels, based on TPS and NPS scores, to extract actionable insights.
• Work closely with the Head Office Customer Care team to provide early indicators and highlight focus areas for continuous improvement.
• Build a robust network and communication channels for both customers and internal stakeholders to regularly share updates on progress and improvements initiated and achieved based on Voice of Customer (VoC) feedback.

Performance & Governance

• Serve as the business owner for customer care functions within the regional network
• In collaboration with the Regional Head, functionally challenge all customer care managers in the region and coordinate with Head Office, Regional Office, and agency leadership for setting performance objectives and conducting assessments.
• Support the Head Office Customer Care team in the definition and regular review of:
  • Customer care skill sets and profile requirements
  • Organizational structure, tools, processes, and people alignment
  • Standard operating procedures and workflows
  • KPI relevance in response to evolving business needs
• Ensure that the customer care target operating model is effectively implemented and adopted across all agencies.
• Collaborate with different departments to drive performance improvements and enhance customer care KPIs.
• Act as the voice of the regional network by raising common topics, challenges, opportunities, and suggestions with relevant stakeholders at Head Office and across the organization.

WHO ARE WE LOOKING FOR ?

• University degree holder
• Proven track record in enhancing customer experience and improving service delivery
• Strong communicator with excellent analytical and decision-making skills
• Experience leading or contributing to customer care improvement and transformation projects
• Demonstrated ability to attract, develop, and manage both direct and indirect teams
• Skilled in building strong, collaborative working relationships across a global network
• Experience working with quality management systems or in a similar structured environment is an advantage
• English is mandatory, French is a plus

Come along on CMA CGM’s adventure !