Manager, Customer Engagement

Who We Are @ APM Terminals, a global leader in port and terminal operations, we enable global trade and drive sustainable growth. As part of the A.P. Moller-Maersk Group, we connect economies and communities worldwide. Our success is driven by a strong commitment to LEAN methodologies, embedding continuous improvement into every aspect of our operations. Join us and be part of a team that values excellence, collaboration, and innovation.

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? Join APM Terminals as our next Manager, Customer Experience and play a pivotal role in driving customer satisfaction, loyalty, and operational excellence across our terminal operations.

About the Role:
As the Manager, Customer Experience, you will lead a dynamic team responsible for all post-onboarding customer interactions-both ocean and landside-across multiple channels. You'll champion operational support, resolve escalations and contract disputes, and drive strategic initiatives to enhance customer satisfaction (NPS) and retention. This is a unique opportunity to make a measurable impact in a fast-paced, global environment.

What You'll Do:

• Lead & Inspire: Manage, mentor, and develop a diverse team of union and management staff, fostering a culture of excellence, collaboration, and continuous improvement.

• Own the Customer Journey: Oversee all customer service channels (phone, email, chat, etc.), ensuring prompt, consistent, and high-quality engagement at every touchpoint.

• Drive Operational Excellence: Coordinate timely responses to inquiries and escalations, ensuring seamless day-to-day operations across all terminal functions.

• Champion Process Improvement: Identify and implement initiatives to streamline workflows, boost efficiency, and elevate the customer experience.

• Analyze & Act: Monitor customer feedback and industry trends, using insights to proactively enhance service delivery and inform strategic planning.

• Resolve & Support: Manage the full lifecycle of customer contracts post-onboarding, including dispute resolution and ongoing support, partnering with legal and sales teams to ensure compliance and mitigate risks.

• Collaborate Cross-Functionally: Work closely with internal teams to resolve issues, align operations with business objectives, and contribute to the development of policies, procedures, and business plans.

What We're Looking For:

• Advanced English proficiency (written and spoken)

• Minimum 5-10 years of experience in customer experience, operations, or related fields

• Proven leadership and team management skills

• Strong multitasking abilities and adaptability in a fast-paced environment

• Excellent communication, negotiation, and problem-solving skills

• Flexibility to work varied schedules as needed

Why APM Terminals?

• Impact: Be at the forefront of transforming customer experience in a global industry.

• Growth: Access world-class training, mentorship, and career advancement opportunities.

• Culture: Join a diverse, inclusive, and collaborative team that values your ideas and contributions.

• Benefits: Competitive compensation, comprehensive benefits, and a commitment to your well-being.

Ready to make your mark? Apply now and help us set new standards for customer experience in logistics!

If you are interested in applying for employment with APM Terminals in the U.S. and need special assistance or an accommodation to use our website or to apply for a position, or if you need a reasonable accommodation to perform a job, please contact the applicable Human Resources Department by emailing reasonableaccommodations@maersk.com. Determination on requests for reasonable accommodation are made on a case-by-case basis pursuant to an interactive dialogue between the applicant and the Company.

Job Type: Full Time

Salary: 105,00.00 to 130,000.00

Benefits: Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match

The above stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

APM Terminals is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities who are applying for positions in the U.S. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

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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 accommodationrequests@maersk.com.