Onsite requirement:
This role requires regular onsite presence. The available working patterns are:

• 4 days per week onsite in Cheadle and 1 day per week at East Midlands Gateway, or

• 3 days per week onsite in Cheadle, or

• 2 days per week onsite at East Midlands Gateway

Job Purpose

The Customer Experience Manager – Ocean is responsible for establishing and delivering integrated customer experience capabilities within the Ocean product scope. The role leads customer experience teams, drives proactive customer support, and ensures seamless delivery across cross‑functional teams and products, while supporting growth, retention, and customer satisfaction across assigned vertical portfolios.

Integrated Customer Experience Delivery

• Deliver an integrated customer experience aligned to assigned vertical portfolios

• Identify synergies across managed verticals and lead consultative initiatives to address customer‑specific needs

• Own, create, maintain, and test business continuity plans for critical customer processes across Ocean and final‑leg deliveries

People Leadership & Capability Building

• Lead, direct, coach, and develop Customer Experience Team Leaders and their teams

• Ensure CX teams are trained in line with global standards and have a strong understanding of customer‑specific SOPs

• Build teams with strong knowledge of local products, services, and functional competencies

• Ensure teams maximize customer value across all “By Maersk” solutions in a timely and cost‑efficient manner

Growth, Retention & Profitability

• Drive up‑sell and cross‑sell activities in line with global policy

• Monitor and manage volume trajectory to support business planning (ROFO)

• Support acceleration of new and additional business conversion

• Contribute to vertical portfolio volume forecasting for effective resource planning

Accountability & Stakeholder Involvement

• Customer satisfaction across assigned vertical portfolios

• Retention and growth of local Booster accounts

• Execution of growth plans, including up‑ and cross‑selling and fast‑tracked implementations

• Identification of new opportunities and product growth initiatives

Required Skills & Experience

• Proven ability to lead and manage large teams across diverse customer portfolios

• Experience in customer experience, order management, or service delivery with a strong customer‑led mindset

• Ability to establish and maintain senior business relationships with customers and supply chain partners

• Broad knowledge of supply chain strategy and execution within a global business environment

• Strong leadership, coaching, and people‑development capability

• Ability to balance customer objectives with business priorities to deliver mutually beneficial outcomes

#RPO