Customer Care Manager at CMA CGM Group

Led by Rodolphe Saadé, the CMA CGM Group is a world leader in shipping and logistics.
Its 566 vessels serve more than 420 ports around the world, on all five continents. In 2020, they transported nearly 21 million TEU (twenty-foot equivalent units) containers. With CEVA Logistics, a world leader in logistics services, CMA CGM handles 400,000 tons of airfreight and 2.8 million tons of inland freight every year.

We are recruiting to fill the position below:

Job Title: Customer Care Manager

Job ID: 558064
Location: Lagos

Job Description

• Manage and coordinate all Customer Care activities (Customer service, Booking, Specialized desk, Cargo readiness, Centralized service delivery) to ensure level of service meets customer expectations in compliance with Group interests.

Responsibilities

• Define Customer care strategy in coordination with Sales.
• Monitor and coordinate Customer care activities according to target KPIs and take actions to improve performances.
• Ensure implementation of Group processes and procedures under their scope.
• Support Group projects implementation and new tool deployment.
• Supervise all Service Delivery activity, cargo readiness, booking and customer service.
• Support and ensure customer loyalty.  Commit to a long-term development process of your external network.
• Establish client invoicing in compliance with commercial contracts, international guidelines, exchange rates, applicable taxes, type of provided services, etc.
• Voice of Customer monitoring (NPS, CSAT, Pulse, CJM, …)
• Lead agency transformation as per group strategy (customer care projects, tools, people…)

Requirements

• Postgraduate Degree (+5 years) in Business, Management or Logistics as well as a minimum of 8 years of professional experience in similar capacity in marine/shipping/transport in an international environment.
• Strong drive, full autonomy, and leadership as well as strong interpersonal and communication skills.  You are customer oriented with the capacity to adapt to change and bring innovation to the business.
• Possess strong analytical skills as well as a good understanding of Customer Service processes, documentation, and security initiatives.
• Clear understanding of CMA CGM Group Policies & procedure.
• Fluent in English, proficient in computer tools and a good command of IT tools.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online