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Tier-1 brand, generalist CX role, metro location, and broad skillset increase applicant competition.
Shipping/logistics and BPO domain expertise required, reducing cross-industry transferability.
Requires 12+ years, 5+ years leadership and logistics domain experience, making shortlisting highly strict.
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Own end-to-end customer experience delivery for Ocean product within a small/medium cluster, ensuring high-quality service and customer satisfaction.
Lead and motivate customer experience teams, oversee KPIs and operational excellence including implementation of Business Continuity Planning (BCP).
Drive customer engagement at leadership level, manage onboarding of migrations, resolve ad hoc customer requirements, and spearhead continuous improvement initiatives.
Graduate degree in logistics and/or business administration.
Minimum 12+ years relevant experience in BPO, logistics or shipping with at least 5 years in a leadership role.
Experience working in a global business environment with proven stakeholder management and senior leadership communication skills.
Knowledge of shipping, logistics, freight forwarding; familiarity with booking tools, CRM or ERP systems.
Experienced leader adept at managing large or leader-of-leaders teams focused on operational excellence and customer satisfaction.
Comfortable working in multicultural, global environments with strong stakeholder engagement and cross-functional collaboration.
Strong analytical and problem-solving skills with a proactive approach to driving large-scale process improvements and customer-centric initiatives.