Regional Customer Care Director

Brief Description

This position is responsible for achieving CMA CGM Group strategic vision of improving Customer Experience in APAC. Key objective is to implement strategies and Transformation projects for achieving higher customer service levels to increase customer satisfaction (NPS), improve results of core KPIs & run projects to improve agencies service quality & productivity. Incumbent will work with HO Teams, Agency GMs/ CSMs and Transformation Managers to achieve Ease of Doing Business for our customers driving all variables across System, Process & People.

Key Accountabilities/Duties

• Develop & implement APAC CS Strategies to enhance efficiency and productivity for CS staff; key measure being CS KPIs and Customer Satisfaction Ratings/ NPS.
• Lead all Group, Regional & local CS projects towards successful implementation and adoption.
• Ownership of Excellence mission for designated CS applications especially NOVA CRM and Performance Dashboards that allow Drilldown for Problem Identification and Resolution.
• Focus on implementing Automated Call Distribution to enhance call quality, response time and prompt ticket closure for customers in APAC
• Drive across all APAC agencies Transformation projects including Cx Program .
• Bring new thought process & ideas from outside shipping industry to enable Group to become industry leader in Customer Experience domain
• Enhance and Monitor Systems / Dashboards for higher efficiency & productivity for agency CS teams, while increasing Effectiveness to Achieve Service Excellence Objectives.
• Drive APAC core KPIs i dentifying trends, issues and defining/implementing strategic action plans.
• Work with agencies to develop & execute new ideas; best practices sharing across agencies/ departments to ease customer & CS team journey.
• To share/leverage systems , training, benchmarking and other tools to achieve Service Excellence objectives
• Oversee designing & monitoring of agencies processes to ensure that outcomes are aligned with the organization’s strategic goals. Collaborating across departments to help improve performance & KPIs.
  

Minimum Requirements:

• University degree holder
• 10 years in Managerial expertise, ideally in leading Customer Service teams (plus CRM, ACD & other CS system experience)
• Customer Focused Results Driven
• Good Communicator
• Strong Analytical and Decision Making Skills
• Strong Project Management Skills
• Strong Organization, and Process Improvement Skills
• Leadership Skills incl Attracting and Developing Talent
• Process design/ Audit & control
• Quality standards & regulations
• Strong Understanding of Customer Service processes, Documentation and security initiatives
• Ability to Build Strong and Effective Working Relationships with Peers in Corporate / GBS / BPMs
• Clear understanding of CMA CGM Group Policies & procedures

**This role is open for local employment only

**Kindly note that only short-listed applicants will be contacted.

** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes: (i) To process the application for the role being applied for; (ii) To process the application for other open positions within the CMA CGM Group which may be suitable to you;

(iii) To conduct necessary reference checks; and

(iv) Any other purpose related to one or more of the above.

You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role.

NOTICE TO THIRD PARTY AGENCIES: Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.