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 Overview

The Customer Service Manager leads the Customer Service function within the Customer Care department, overseeing and supervising the team responsible for the end-to-end customer case lifecycle across Strategic, Key, and General Accounts. The role ensures service excellence, drives customer satisfaction (NPS/TPS), leads a high-performing team, and acts as the primary escalation point for service-related issues. This Manager oversees performance and service quality across customer accounts of varying scale and complexity.

The role maintains functional alignment with Regional Office (RO) and Head Office (HO) Customer Care teams.

Key Responsibilities

1. Leadership & Team Management

• Provide day-to-day leadership and direction to the Customer Service team, setting clear objectives and holding the team accountable for results
• Ensure team members are fully equipped with product knowledge and customer service skills; identify training needs and organize refresher sessions
• Train, coach, and supervise Customer Service team members; conduct regular team meetings and joint customer visits/calls to develop staff
• Manage internal workforce planning and scheduling to ensure adequate coverage and balanced workload across shifts and accounts
• Drive team efficiency through structured workflows, workload distribution, and effective use of case management and reporting systems (e.g., NOVA, dashboards, ticketing tools)
• Monitor system and process adoption within the team, and lead corrective actions where tools or workflows are underutilized or inefficient
• Foster employee engagement through regular one-on-ones, recognition, and open communication channels; monitor team morale and proactively address concerns
• Support career development and succession planning within the team, identifying growth opportunities for high-performing staff
• Promote a collaborative, accountable, and customer-centric team culture aligned with company values

2. Performance & KPI Management

• Own customer service metrics and KPIs for the team; monitor performance and drive improvement action plans (e.g., Case TAT, First Contact Resolution, invoicing quality, dispute resolution TAT)
• Own NPS (Net Promoter Score) and TPS (Transactional Satisfaction) results and follow-up execution across the team's customer base
• Monitor daily service performance and quality across the team, and hold regular performance reviews
• Provide regular reporting and analysis to the Customer Care Manager and HO/RO stakeholders as required

3. Customer Case Management Oversight

• Oversee lifecycle case management performed by the team, ensuring the team functions as the single entry point for all Customer Care queries within assigned accounts
• Ensure case ownership is maintained by the team throughout the full lifecycle of customer interactions — ensuring cases are resolved directly without unnecessary handoffs to other departments
• Monitor team responsiveness to customer inquiries via calls, cases, and chat messages, ensuring resolution within agreed Service Level Agreements (SLA)
• Act as the escalation point for exceptions and special customer demands that require management-level intervention

4. Issue & Complaint Resolution Management

• Oversee the team's resolution of complaints arising from unexpected shipment disruptions or service issues, stepping in directly on complex or escalated cases
• Ensure the team addresses customer complaints and concerns professionally and efficiently, providing appropriate solutions and alternatives within committed timelines
• Guide and review the team's coordination with internal departments to ensure timely resolution
• Oversee the team's handling of system modifications required during service disruptions (e.g., vessel delays, call omissions, roll-overs, cut & run, late VGM submissions)

5. Stakeholder Collaboration

• Represent the Customer Service function in cross-departmental communication across Agency, Regional office, and Head office
• Collaborate with the Service Delivery team (Booking, Cargo Readiness, Documentation, Invoicing, Dispute) to ensure smooth end-to-end service delivery
• Liaise with GBS teams to ensure consistent quality and turnaround

6. Strategic Account & Business Relationship Management

• Serve as the senior point of contact for key strategic accounts within the portfolio, particularly for high-value or high-complexity relationships
• Proactively manage strategic and high-value accounts to anticipate and meet evolving customer needs
• Identify upsell and cross-sell opportunities (e.g., Carrier Haulage, VGM services, Value-Added Services (VAS)) and guide the team in pursuing them
• Lead or participate in face-to-face meetings and business reviews with customers to foster continuous improvement and strong partnerships
• Ensure customers receive performance reports and KPI analysis as per contractual agreements

7. Process, Digital & Continuous Improvement

• Identify areas for improvement in customer care processes and workflows
• Support the implementation of digital tools and platforms to improve response quality and overall customer experience
• Monitor customer service technology and platforms for effectiveness and efficiency
• Engage in agency-led improvement projects and support digital transformation initiatives

Qualifications & Experience

• Prior experience at a shipping line, freight forwarding, or logistics company strongly preferred
• Minimum 9-10 years of experience in customer service, operations, or account management within the shipping, freight forwarding, or logistics industry including at least 2-3 years in a managerial or supervisory role overseeing a customer-facing team
• Proven track record in issue resolution, escalation management, and SLA-driven environments
• Business-level English proficiency required, Korean fluency required for local customer/agency interaction

Key Competencies

• Strong leadership and people management skills, with the ability to motivate and develop a team
• Customer-centric mindset, with a genuine commitment to understanding and resolving customer needs
• Excellent stakeholder management and cross-departmental communication skills
• Data-driven approach to performance management and reporting
• Ability to lead, coach, and develop a team in a fast-paced, SLA-driven environment
• Adaptability to evolving processes, digital tools, and organizational change
• High resilience and composure when managing service disruptions or customer escalations

Reporting Line

• Reports to: Customer Care Manager
• Direct reports: Customer Service Team Leads/Supervisors

Come along on CMA CGM’s adventure !