Director (m/f/d) Customer Experience

vor 3 Wochen

Hamburg, Deutschland Hapag-Lloyd AG Vollzeit
Director (m/f/d) Customer Experience Director (m/f/d) Customer Experience
  • Vollzeit
  • Ballindamm 25, 20095 Hamburg, Deutschland
  • Mit Leitungsfunktion
  • 08.05.24 1595613

About Hapag-Lloyd
With a fleet of 264 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,500 employees and 400 offices in 135 countries. Hapag-Lloyd has a container capacity of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 113 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.

Responsibilities and Tasks:
  • Be responsible for the planning, implementation, and execution of highly critical projects with top management attention within customer experience teams e.g. S2030 Quality and Service Delivery, Customer Experience Simplification.
  • Own and maintain customer solutions tools e.g. Case Management, Contact Center, Chat Solution.
  • Continuously evaluate organization setup and pitch for adoption of customer solutions across cross functional teams, e.g. Dangerous Goods, Global Capability Center, Quality Service Center.
  • Align closely within Customer Experience teams on digital products and how they will impact the commercial blueprint. 
  • Collaborate with key stakeholders up to C-level as well as Strategy Office, Satellite teams, CX team leads to understand business needs, goals, and expectations. 
  • Communicate project status, risks, and issues to executive leadership and relevant stakeholders.
  • Establish and enforce project management standards and methodologies.
  • Coordinate process mapping, gap analysis and project scoping with cross functional workstream leads to optimize and harmonize process flow to deliver right service level to right customer segment.
  • Retrieve, analyse, and present data from Salesforce Analytics, Qlikview, Compass and other commercial data bases for products.
  • Maintain close relations with the Regional Sales and Customer Service Managers, Regional BSDs, GPX, DBG, IT and with the other CEO departments.
Requirements and Qualifications:
  • You have a university degree (Bachelor’s or Master’s) in Business, Commerce, Sales and Marketing, Engineering or similar.
  • You have 8-10 years of experience in project, program and/or product development, preferably as part of a global organization as well as a local (country) organization.
  • Leadership experience in global projects and initiatives is a plus.
  • You have capability of translating data into actionable insights, recommendations and tangible improvements for HL and creating value for customers.
  • You have ability to make sound decisions in standard as well as ambiguous situations.
  • You are a reliable partner across all hierarchical levels and build strong connections across different cultures and geographies.
  • You can demonstrate high resiliency in stressful situations while handling multiple projects and deadlines.
  • Through your positive and solution-oriented attitude you convince people of your ideas and find a compromise for almost every situation.
  • Due to your excellent English skills, you can easily connect in a professional context.
  • Availability to travel occasionally.
We offer:
  • The opportunity to introduce solutions that you are individually convinced of, and to constantly take on fresh challenges with a distinguished level of responsibility
  • Excellent career development opportunities, supported by a spacious range of training and development courses
  • Competitive pay (14 salaries) and various benefits, as well as a permanent employment contract with a financially healthy company
  • 30 days of vacation, flextime, capital-forming benefits, company pension plan
  • Company restaurant with constant fluctuating, great-quality dishes to choose from as well as coffee bar
  • Centrally located between the main train station and Jungfernstieg as well as subsidized public transportation
  • Blended work model: 3 days a week at our headquarters in the heart of Hamburg and 2 days a week of mobile work
  • Health and company sports programs (e.g. yoga, sailing, company doctor, etc.) as well as bicycle leasing
  • Fitness Cooperation with EGYM – Wellpass

Please use our online tool for applying with us.

We ask staffing consultants and recruiting firms to refrain from sending us unsolicited profiles and CVs of potential candidates for this or different positions advertised on our website.

Dawid Bujalla Manager Talent Acquisition & Employer Branding Online bewerben Weitere Jobs ansehen Teile diesen Job
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