Senior Cargo Care Lead

hace 7 días

Campo de Caso, Asturias, España A.P. Moller - Maersk A tiempo completo
Job Title:

Cargo Operations Manager

As a Cargo Operations Manager, you will play a crucial role in ensuring the smooth flow of cargo operations while prioritizing customer satisfaction, operational efficiency, and stakeholder management.

This role involves overseeing the entire cargo care process, from customer engagement to operational execution, and identifying areas for improvement.

You will be responsible for driving customer obsession, operational excellence, and senior stakeholder management, while contributing to the organization's success and enhancing its reputation for exceptional cargo care service.

Responsibilities
  • Drive customer obsession by analyzing customer satisfaction and Net Promoter Score (NPS) metrics.
  • Collaborate with hubs and customer solutions leads to execute and recommend value-added services (VAS) products.
  • Execute Area Business Plans within the TbM organization, connecting through the port complex.
  • Drive improvement analysis to bridge knowledge gaps within OTCS and CX teams.
  • Create and implement procedures for priority handling customers.
Operational Excellence & Data Analysis
  • Manage 35-40% of daily execution work tasks.
  • Recommend improvements to platforms and processes (ACE, MDS, ODM, Adam).
  • Oversee and enhance quality control measures for cargo care (VGM, IMO, Overweight, BHT, AHT, etc).
  • Perform root cause analysis of unhappy flow (structural connection drops, long layover bottlenecks), SVD metrics, and transport plan changes.
  • Drive cost recovery opportunities across various business segments within cargo flow.
Senior Stakeholder Management
  • Engage with Area/CX Heads to foster positive relationships and enhance overall collaboration.
  • Be the primary point of contact for senior stakeholders, understanding their needs, expectations, and concerns/escalations across all domains.
  • Advocate, manage risk, and resolve conflicts between Area/CX and Area Delivery Team.
CMT Participation
  • Represent Care/Area needs in CMT catalog.
  • Accountable for NPS score based on area level and customer level.
  • Reduce contact per shipment.
  • Improve LP, DP, N2W per area and customer level.
  • Reduce and improve TP Changes quality & quantity.
  • E2E ownership of seasonality and selected (PH) cargo across.
  • RCA and process improvement projects for respective Area.
  • Cost Ownership drives across various initiatives.
  • CMTs & Contingency handlings.
  • Stakeholder Management.
  • Consulted Customer pain points.
  • CSLS, CSAT, NPS for TbM.
  • Service Delivery & End to End customer priority handling.
  • Data analysis.
  • Root cause analysis and process improvement.
  • Predictive recommendations and suggestions.
  • Area Business Plan & Local Market needs.
  • Ocean contract and service delivery promise handling.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking.

Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.

We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process.

If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing .

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