349 Customer Experience Management Jobs in Mumbai

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.



At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve. Together, lets sail towards a brighter, more sustainable future with Maersk.




This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.



You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Key Responsibilities

People Engagement: Establishing and developing effective people and process leadership, employee engagement, and talent pipeline to develop the right capabilities to prepare the organization for the future.

Stakeholder Management: Effective & structured collaboration with the center and Maersk front office stakeholders in different countries, transformation, functional product teams, finance teams, and program management teams.

Continuous Improvement: Make sure the performance review structure is in place. Identify process gaps, root causes, and be actively involved in working on improvements to key processes to improve the KPI s and service levels, ensuring timely delivery and proactive notification to the customer.

Ensuring the overall Global Service Centre scope of services to achieve the KPI targets and exceed end customer experience.

Ability to problem solve and recommend appropriate courses of action, creating value for the customer.

Transformation: Responsible for ensuring adherence to migrations framework by aligning with the service catalogue and contributing towards achieving successful transitions during CargoWise implementation and other platform changes as per the plan for general freight forwarding operations.

Drive Standardization to improve process efficacy to ensure optimal capacity utilization.

Regular volume, productivity, and capacity utilization reviews with the teams.

Strengthen Air capability within the team

Drive improvement and standardization projects.

Education & Experience

• Graduate degree from a university with a degree in logistics and international trade.

• Minimum of 10+ years in general freight forwarding, with at least 2-3 years of experience managing team leaders.

• Hands-on experience in business process management and business analytics.

• Experience working in a global business environment, including cultural aspects.

• Proven customer management experience and exposure to senior leadership processes.

Key Skills

• Hands-on experience in business process management.

• Passionate about driving customer experience and client centricity.

• A strong desire for continuous improvement and discipline of self-learning.

• Proven strong eye for detail on reports and ensures data integrity.

• Leadership skills to lead, motivate, and engage team members.

• Capacity to handle change, stay open to different ideas, and support positive changes.

• Drive for results, conveys a sense of urgency, and drives issues to closure; persists despite obstacles and opposition. Lives the cultural amplifiers of Focus, Simplicity, and Teamwork.

• Excellent command of spoken and written English.

• Good communication and interpersonal skills, with the ability to build strong working relationships.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. .

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 .