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Senior Cargo Care Operations Manager

hace 1 mes

Campo de Caso, Asturias, España Damco Spain Sl A tiempo completo

Cargo Care Lead Role

As a Senior Cargo Care Lead at Damco Spain Sl, you will play a pivotal role in ensuring the seamless flow of cargo operations while prioritizing customer obsession, operational excellence, and senior stakeholder management. In this position, you will be an entry point in the Care organization for escalations and improvement initiatives at the Area level. Your responsibilities will encompass overseeing the entire cargo care process, from customer engagement to operational execution, and maintaining synchronization with Area Business Plans. By balancing these key aspects, you will contribute to the organization's success and enhance its reputation for exceptional cargo care service.

Key Responsibilities:

  • Drive agenda during Weekly and Monthly Area Collaboration Call with TbM and Area.
  • CSLS & NPS analysis for full TbM with ownership of actions & an E2E customer handling via SVD promise analysis.
  • Collaboration with Hubs Customer solutions lead to co-execute and recommend VAS products.
  • Area Business Plan execution within TbM connecting through the port complex.
  • Drive ISR improvement analysis to bridge knowledge gaps within OTCS & CX teams.
  • Create and implement right procedures for Priority Handling customers.
  • Operational Excellence & Data Analysis: Manage 35-40% of the daily execution work tasks, and recommend platforms and process improvements.
  • Oversee and enhance quality control measures for cargo care (VGM, IMO, Overweight, BHT, AHT, etc.).
  • 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: Engagement with Area/CX Heads to foster positive relationships and enhance overall collaboration.
  • Primary point of contact for senior stakeholders, understanding their needs, expectations, and concerns/escalations across all domains.
  • Advocacy, Risk Management & Conflict Resolution between Area/CX & Area Delivery Team.
  • CMT Participation: Represent Care/Area needs in CMT catalog.