Customer Care Effectiveness Manager

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.

THE ROLE

Ensure continuous improvement and KPI governance by optimizing productivity, aligning operations with global standards, and enhancing team performance. Drive a seamless customer experience through journey analysis, CSAT/NPS-focused actions, and ongoing training. Foster a customer-centric culture by promoting digital solutions and self-service channels to strengthen customer experience and increase retention.

WHAT ARE YOU GOING TO DO?

Area of responsibility 1: KPI’S Governance/Continuous Improvement

Align operations with global standards, optimize productivity, and maintain a standardized transition catalog.
Track key metrics, collaborate with managers, and optimize team performance.
Ensure data accuracy and consistency in customer care systems (sales force) and perform regular audits.
Use analytics tools to monitor performance and provide actionable insights.
Participate in improvement projects and lead initiatives to enhance service delivery.

Expected Results: Increased operational efficiency, optimized team performance, improved data accuracy, and actionable insights to enhance service delivery.

Area of responsibility 2: Customer Experience

a) Seamless Customer Journey:

Map and analyze customer journeys to identify and reduce effort, enhancing experiences.
Drive improvements in CSAT/NPS through trend analysis and action plans.
Collect and act on feedback to inform service and product enhancements.
Develop and refresh training programs to ensure team excellence.
Generate insights and benchmark performance to identify opportunities.

Expected Results: Improved customer satisfaction, loyalty, and retention, along with better team performance and actionable CX insights.

Area of responsibility 3: eCommerce

Drive to bring in a culture of customer-centricity in the organization by being the key local counterpart for any Cx Project (Digital, Learning, etc);
Successful execution of Customer Journey Mapping and improving customer response to touch point surveys;
Influence and inspire the leadership team and cross-functional peers to analyze and act on customer feedback to improve customer experience.
Implement, monitor and report on strategies to improve CSAT, CES, NPS and CX.
Connect the CS KPIs and customer feedback and draw insights from the analysis and build action plans.
Promote digital solutions and self-service channels to enhance the customer experience.

Expected Results: Strengthened customer-centric culture, improved customer journeys, enhanced CX metrics, and increased adoption of self-service and digital tools.

WHO ARE WE LOOKING FOR?

Degree: Bachelor’s Degree on International Commerce, Logistics, Economy, Engineering, Business or related areas.
IT and System Requirements: Excel (mandatory), Sales Force, Qlik Sense (desirable).
Language: English (Advanced), Spanish (Intermediate - desirable)
Experience: Minimum 3-5 years in leadership positions acting with shipping business.

All positions are affirmative for the PwD public.

Join Us!