Job Description

Led by Rodolphe Saadxc3xa9, 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.JOB DESCRIPTIONJob Title : Senior Manager - Customer Care IndiaDepartment : Customer CareSub Department : -Reporting : General ManagerRole Summary: * The customer service manager will be part of the national customer service team in-charge of creating excellent Customer Experience & will be responsible to provide leadership and direction to the Zonal Customer Service team and other Customer Support Team; in line with group standards and requirements.

• The position will report to the General Manager - Customer Care.

Core Responsibilities:

• Functional management of Customer Experience activities on a PAN India scale. Managing Zonal Customer Service Team & other Customer Support Team.
• Design, execute and share a team-based strategy in line with the global and local directions and priorities.
• Drive quality through process improvement and root-cause problem solving.
• Track performance on customer satisfaction tools and take proactive and corrective actions towards higher customer satisfaction.
• Actively listen to the voice of our customers and cultivate stronger customer relations. Use the customer Insight/ teams feedback to continuously improve the Customer Experience, in coordination with internal stakeholders and customers.
• Ensure compliance and adherence to CMA CGM group processes, requirements and internal quality management system.
• Day-to-day team management & administration, including setting and monitoring individual KPIs and KRAs.
• Provide regular coaching to direct reports enabling personal growth and continuous learning and development.
• Guide the team through the change management process as and when required.
• Exigency management as required by the business continuity plan.
• Develop a professional and customer-focused Customer Experience team through role- modelling and leadership.
• Business Expert for transversal Customer Care processes and lead customer care projects.
• Enhance Customer Experience for all Service deliverables and customer touchpoints Work closely with Customer Service managers, Customers, CX Manager, Service Delivery, GBS and other agency departments to develop the CX program within the agencies / clusters.

Key Performance Indicators: * Adherence of all KPIs and procedures related to customer service department.

• Ensure team compliance to process flows, SOPs and standing instructions defined for the export customer service activity.
• Achievement of organisational targets viz; net promoter score, customer satisfaction index, customer effort score & any other targets defined by organisation.
• Ensure clear and effective communication with various stakeholders, both Internal and External.
• Participation in the continuous improvement of customer service quality and customer experience.

Qualifications and Skill Sets: * Graduate / Post-Graduate degree holder.

• Minimum 5 to 10 years' experience in leading shipping / logistics domains (front office / customer care experience preferred).
• Demonstrated communication and inter-personal skills.
• Receptive to change management and adaptability to diverse cultural and business scenarios.
• Ability to mentor and provide leadership to team.
• Strong understanding of systems.
• Experience in case management systems is preferable & demonstrated abilities in advanced usage of MS Office tools is a mu

Come along on CMA CGM's adventure !

CMA CGM