Senior Customer Experience Consultant

About the role

As a Senior Customer Experience Consultant you will onboard new customers onto Maersk’s standard processes and digital platform, establishing a solid foundation for long‑term partnerships. You will be responsible for improving the overall customer experience while driving operational excellence across the shipment lifecycle.

Key responsibilities

• Onboard new customers and ensure adherence to internal operating procedures (IOP) and standard operating procedures (SOP).
• Serve as the primary point of contact, handling daily communication and providing accurate information.
• Coordinate with internal and external stakeholders to align on customer‑specific requirements.
• Orchestrate the end‑to‑end shipment cycle through cross‑functional collaboration.
• Address routine exceptions independently and manage first‑level operational escalations.
• Provide proactive insights on potential service disruptions and develop business continuity plans.
• Facilitate monthly business reviews to discuss performance, future plans, and growth opportunities.
• Identify upselling and cross‑selling opportunities and reinforce contract fulfillment.
• Collaborate on strategic projects that deliver tangible business outcomes for customers.

Required profile

• Minimum 5 years of relevant experience in customer experience or logistics.
• Strong ownership mindset and advanced customer orientation.
• Effective communication, problem‑solving, and data‑savvy abilities.
• Product knowledge in lead logistics, landside/first‑mile, depots, and customs.
• Regional experience in Qatar is mandatory.

Required skills

• Lead Logistics
• Landside
• First mile
• Depots
• Customs