POSITION: Head of Customer Experience

LOCATION: Jakarta Indonesia

REPORTS TO: Managing Director

OUR CLIENT:

One of the global leaders in logistics and supply chain.

THE ROLE:

The role will be responsible for delivering a superior customer experience.
Ensuring established business targets are achieved.
Build a high performing team and manage, coach and provide leadership for the team.
Drive continuous improvement across the Area.
Closely collaborate with other teams within region/global. Handle execution activities for all brands within the organization.

KEY RESPONSIBILITIES:

Ensure Area Customer experience drives proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scope.
Ensure execution of customer needs on physical product delivery, including issue resolution towards the customer
Mobilize stakeholders, including vendors and across functions, to take necessary actions to improve customer experience according to strategy.
Develop network for unique intermodal set ups via rail heads or supplier collaboration in the area.
Build team with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely and cost efficiently deliver on all products
Ensure Area Customer Experience teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus.
Ensure tools, applications and recommended processes are used within the team
Area Customer Experience teams are coached and supported to enable their development
Manage performance and ensure targets are met
Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S.
Orchestrate all local functions towards delivering customer critical services in the event of an incident

REQUIRED SKILLS AND QUALIFICATIONS:

Capability to operate successfully in a complex environment with dependencies outside Area and function.
Strong knowledge of local logistics operations and infrastructure, competition and systems.
Capability to influence peers and stakeholders outside Customer Experience
Knowledge and relationships with key local stakeholders i.e. local supplier markets for insourced physical products
Strong prioritization and delegation skills
Visionary on the lookout for unique opportunities to improve service delivery to our clients
Capable to build a strong narrative to inspire and define goals for Customer Experience teams
Ability to lead, coach and motivate team