Customer Experience Service Delivery Manager

1 week ago


Liverpool, Liverpool, United Kingdom CMACGM Full time

We are a global leader in shipping and logistics, serving over 420 ports worldwide. Our mission is to deliver exceptional customer experiences through efficient service delivery.

Main Responsibilities
  • Manage service levels to meet customer needs.
  • Deploy company-standard processes and tools.
  • Report performance data to management, aligned with agreed KPIs.
  • Analyze service delivery data and produce performance reports as needed.
  • Deliver high-quality incident management, meeting agreed service level commitments.
  • Monitor team performance against KPIs, ensuring consistent results.
  • Effectively manage and escalate unresolved customer technical issues.
  • Motivate and develop colleagues to provide excellent service to all stakeholders.

Candidates should have a working knowledge of the shipping industry, demonstrable experience in customer service or service delivery, and strong analytical and reporting skills. They should also be able to work transversally, manage large-scale change, and lead by example.

Benefits
  • A competitive salary of £45,000 - £60,000 per annum.
  • 25 days' annual leave (plus public holidays) increasing with length of service.
  • Discretionary annual bonus.
  • Enhanced pension scheme up to 15% total contribution.
  • Life assurance x4.
  • Private healthcare (BUPA) + Healthcare Cash plan, including an Employee Assistance Programme.
  • Local and global development opportunities within our group.
  • Hybrid Working.
  • Cycle to work scheme/ Season ticket loans.
  • Enhanced policies including Maternity & Paternity.
  • Employee recognition awards.
  • Considerable scope for personal and professional growth through our Academy.


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