Customer Care Manager Cluster Horn Of Africa

Mission

Overall responsible for Customer Care and related matters in Djibouti, Ethiopia & Eritrea

Overall responsibility

• Manage of all preparation, follow up and release tasks for Customer Care of HOA
• Follow up on the tasks of Customer Service Export & Import
• Accountable for operational costs and vessels performance as per KPI is in place (monitor and report)
• Act as main point of contact for HO/RO all aspects of Customer Care
• Main responsible for communication and coordination with GBS, Agency, DRO, HO & Customers

Essential duties and tasks

• Functional management of all customer care activities in the country
• Deploy and maintain the Group Core Model for Customer Care
• Implementation of global / regional customer care vision, objectives, targets, processes & related updates within the agency
• Setting of individual objectives for the customer care team managers & defining the team objectives for all customer care verticals (as per HO/RO guidance)
• Perform succession planning for key customer care positions in the agency (along with agency HR & agency GM)
• Maintain and monitor agency customer care productivity measures (FTE/BL/Booking info)
• Provide recommendations to agency GM to address productivity gaps & variations
• Perform periodic review of agency customer care organisation's alignment with core model and address deviations with relevant stakeholders
• Ensuring justified exceptions in relation to agency customer care organisation model is secured and regularly reviewed
• Ownership of various actions points pertaining to agency customer care resulting from (Maturity assesments, VoC campaign, 360 degree, Corporate audits etc)
• Represent customer care function within the agency leadership team and facilitating inter-team cooperation & shared Cx vision for customer & internal satisfaction
• Building team morale and coordination with various internal stakeholders in agency / GBS / RO / HO
• Participation in regional / global customer care forums for best performance and practices sharing
• Provide regular inputs to RO / HO on market trends, best practices from customers / competition & process/technology tends influencing customer care domain
• Implementing global customer care processes within the agency and ensuring compliance to group policies
• Ensuring local customer care processes are documented and validated from agency / RO management
• Provide inputs to RO/HO on process additions / enhancements in line with market requirements and changing trends (regulatory, technology)
• Communication of changes in group policies or instructions affecting customer care within the agency  and ensuring necessarily internal alignments for adherance
• Provide weekly update to agency GM & RO on agency customer care performance
• Promote usage of group's customer care performance management tools & dashboards within the customer care management team
• Organise and lead internal and GBS performance weekly reviews
• Implement improvement and corrective actions basis recommendations from customer care/GBS/RO managements through root cause analysis
• Organise periodic review of individual performance reviews basis set objectives and in line with customer care core KPI expectations
• Assist HO/RO  in perodic assesment of  KPI relevance in the business context & providing inputs on KPI re-definitions basis business expectations
• Oversee deployment of group customer care tools (NOVA/MyCS/I-Connect) within the agency
• Build robust key user community within the customer care team as tool ambassadors
• Monitoring tools adoption within the team with the help of analytics and RO support
• Provide regular feedback to HO/RO on tool usage and effectiveness
• Pursue  local solutions & tools for better management of agency customer care activities (in line with process or regulatory requirements)
• Finalise planning calendar for the VoC initiatives and ensure execution in the agency (NPS/TPS/CJM)
• Monitoring NPS/TPS response ratio and pursue icrease in customer participation
• Maintain timely closure of NPS/TPS feedback loops
• Implement improvement actions basis customer's feedback from VoC initiatives feedback & regular review (basis SMART objective principle)
• Facilitate periodic wider customer engagement sessions (seminars / webinars) to address relevant customer care topics and boost customer engagement
• Participate in customer meetings and visits as part of QBR, specific discussions & to gauge customer sentiment
• Identify customer care training needs and participate in developing group Cx & customer care training programs along with HO/RO stakeholders
• Organise periodic refresher trainings for agency customer care on process & tools
• Liaise with agency management and HR for team empowerment initiatives & recognition for best performances / performers

Skills
o    LARA / C-REPORT / LISA / MIRA / DIVA  / GAIA / LARA CARGO/ MACS3
o    Microsof Office tools
o    IMDG
o    ISO and HSE compliance
Attitudes : 
o    Ambassador of  CMA-CGM values all the time
o    Protect company’s interests and image both internally and externally
o    Cross functional and cultural collaboration
o    Team spirit 
Experiences et Formations: 
o    Academic degree in the tertiary field
o    Language skills : fluency in French and English