Head of Global Customer Care Excellence

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

**Position Overview**:
As the Head of Global Customer Care Excellence, your primary responsibility is to lead and oversee all aspects of customer care operations worldwide, ensuring the highest level of customer satisfaction and service excellence across the organization. As business owner, you will be responsible for improving and bringing agility in the global customer care ecosystem which entails the organization, processes, people, and performance. You will develop and implement strategies, programs, and initiatives to optimize customer care processes. This role requires strong leadership, strategic thinking, and a deep understanding of customer care best practices and its operational ecosystems.

You will play a crucial role in ensuring the company maintains high levels of customer satisfaction and establishes itself as a leader in the industry. Your leadership, strategic vision, and commitment to excellence will be instrumental in driving the organization's success in delivering exceptional customer care experiences.

**Key Responsibilities**:
**Strategy Development**: As business owner, collaborate with senior executives to define the global customer care strategy and Target operating models aligned with the company's overall objectives. Identify and implement key customer care priorities, goals, efficiency programs, and metrics to measure success.

**Service Excellence**: Establish and maintain service level agreements (SLAs) to consistently deliver exceptional customer service and service deliveries managed functionally through the customer care teams in the agency network and the GBS centers. Monitor and analyze customer satisfaction metrics, identifying areas for improvement and implementing initiatives to enhance service quality.

**Global Standards**: As process owner, define and enforce global customer care standards, policies, and procedures to ensure consistency across all regions. Develop guidelines for customer interactions, issue resolution, and escalation procedures to maintain a high standard of service. Deploy and increase adoption of target operating models.

**Process Optimization**: Through continuous improvement initiatives identify opportunities for process improvement within customer care operations, leveraging technology, automation, and data analytics. Streamline workflows, reduce response times, and enhance efficiency to drive customer satisfaction and cost-effectiveness.

**Operational Excellence**: In close collaboration with regional customer care leads and functional management of GBS customer care leads, oversee the day-to-day operations of customer care functions, including managing inbound and outbound customer interactions, monitoring service quality, reducing operation waste, improving productivity, implementing efficient processes and technologies to optimize service delivery.

**Performance Management**: Establish performance metrics and key performance indicators (KPIs) to assess the effectiveness of customer care operations. Monitor and report on KPIs regularly, providing actionable insights to senior management.

**Crisis Management**: Develop and implement strategies to handle customer care challenges during crisis or contingency situations service or operational disruptions. Work closely with other stakeholders to ensure timely and effective communication with customers

**Team Leadership & Collaboration**: Build and lead a global customer care process ,change management team providing clear direction, support, and mentorship. The team will comprise of members under direct management in HO/Network and functional management of process owners & delivery leads in GBS. Foster a customer-centric culture that empowers employees to deliver outstanding service and resolve customer issues effectively.

**Stakeholder Management**: Collaborate with internal stakeholders - customer care, BPM, transformation, Lines, GBS, sales, Finance, operations, and logistics to ensure sea