Customer Experience Effectiveness Manager Pakistan

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.

Position Summary

The Customer Experience Effectiveness Manager enhances service quality and the overall customer experience by driving performance management, leveraging analytics, accelerating digital adoption, and optimizing processes.

Key Responsibilities:

1) Drive Customer Care Experience

• Collaborate with leadership to execute and monitor strategic initiatives for operational improvement.
• Conduct productivity and headcount analyses to ensure alignment with global standards.
• Maintain a standardized transition catalogue for CMA CGM Pakistan and Global Business Services centers.
• Provide regular productivity insights and recommend data-driven performance enhancements.

2) Team Performance Monitoring

• Track key metrics, such as response times and resolution rates.
• Work with the Department Head to ensure consistent governance and quality service.
• Identify trends and optimize team productivity and service quality.

3) Data Management

• Perform regular data audits and address discrepancies.
• Implement a consistent framework for data management at the country level.

4) Analytics and Reporting

• Utilize analytics tools to monitor service interactions and resolution times.
• Maintain high data quality and resolve reporting issues.
• Use performance dashboards to generate actionable insights and support decision-making.

5) Customer Care Projects

• Participate in agency-led improvement projects and provide data-driven insights.
• Lead initiatives to improve service delivery efficiency and support the implementation of performance tools.
• Ensure alignment and effective execution at the country level.

6) Control Tower Management

• Oversee country-level reporting and consolidate data into comprehensive reports.
• Manage internal reporting requests and presentations efficiently.
• Establish structured processes for sharing customer data insights to support strategic decision-making.

7) E-Business and Self-Help Promotion

• Serve as an E-Business ambassador within the agency and facilitate an environment conducive to the internal and customer adoption of our digital solutions.

8) Customer Experience Improvement Plan

• Coordinate with all relevant stakeholders to ensure satisfactory progress on improvement actions.
• Provide regular updates and present the status of improvement initiatives to the Agency General Manager and management team once a month.
• Ensure that an effective customer engagement plan is implemented for Agency Customer Care through a combination of face-to-face meetings, customer journey mapping, webinars, seminars, roadshows, and other relevant activities.

9) Customer Satisfaction Score and Net Promoter Score Management

• Oversee and improve Customer Satisfaction Score and Net Promoter Score through trend analysis and action plans.
• Implement customer experience improvement plans and monitor their progress.
• Collaborate with managers to maintain high Customer Satisfaction Scores.

10) Customer Feedback Management

• Establish systems to collect, analyze, and act on feedback from surveys, focus groups, and interviews.
• Identify customer pain points and develop action plans for improvement.
• Share insights with leadership to inform product and service enhancements.

Skills and Qualifications

• Education: Bachelor’s degree in business, Supply Chain Management, or a related field.
• Experience:
• A minimum of seven years of industry experience, preferably in a supervisory or assistant manager role.
• Strong analytical and negotiation skills, with the ability to interpret trade and market data.
• Proficiency in Microsoft Office, CRM systems, and trade management tools.
• A strategic mindset, with the ability to balance business targets and operational realities.
• Skills:
• Excellent leadership and team management skills.
• Effective communication, negotiation, and presentation skills.
• Ability to analyze data and prepare detailed reports.
• Personal Attributes:
• Strong organizational and time-management skills.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Professional appearance and demeanor.
• Excellent communication and presentation abilities, with fluency in English; proficiency in additional languages is an asset.
• Strong interpersonal skills, a proactive mindset, a customer-oriented approach, knowledge of sales techniques, commercial relationship management, and business intelligence.

Come along on CMA CGM’s adventure !