Director (m/f/d) Customer Experience
- Vollzeit
- Ballindamm 25, 20095 Hamburg, Deutschland
- Mit Leitungsfunktion
- 10.05.24 1595613
About Hapag-Lloyd
With a fleet of 264 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,500 employees and 400 offices in 135 countries. Hapag-Lloyd has a container capacity of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 113 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.
Responsibilities and Tasks:
- Be responsible for the planning, implementation, and execution of highly critical projects with top management attention within customer experience teams e.g. S2030 Quality and Service Delivery, Customer Experience Simplification.
- Own and maintain customer solutions tools e.g. Case Management, Contact Center, Chat Solution.
- Continuously evaluate organization setup and pitch for adoption of customer solutions across cross functional teams, e.g. Dangerous Goods, Global Capability Center, Quality Service Center.
- Align closely within Customer Experience teams on digital products and how they will impact the commercial blueprint.
- Collaborate with key stakeholders up to C-level as well as Strategy Office, Satellite teams, CX team leads to understand business needs, goals, and expectations.
- Communicate project status, risks, and issues to executive leadership and relevant stakeholders.
- Establish and enforce project management standards and methodologies.
- Coordinate process mapping, gap analysis and project scoping with cross functional workstream leads to optimize and harmonize process flow to deliver right service level to right customer segment.
- Retrieve, analyse, and present data from Salesforce Analytics, Qlikview, Compass and other commercial data bases for products.
- Maintain close relations with the Regional Sales and Customer Service Managers, Regional BSDs, GPX, DBG, IT and with the other CEO departments.
Requirements and Qualifications:
- You have a university degree (Bachelor’s or Master’s) in Business, Commerce, Sales and Marketing, Engineering or similar.
- You have 8-10 years of experience in project, program and/or product development, preferably as part of a global organization as well as a local (country) organization.
- Leadership experience in global projects and initiatives is a plus.
- You have capability of translating data into actionable insights, recommendations and tangible improvements for HL and creating value for customers.
- You have ability to make sound decisions in standard as well as ambiguous situations.
- You are a reliable partner across all hierarchical levels and build strong connections across different cultures and geographies.
- You can demonstrate high resiliency in stressful situations while handling multiple projects and deadlines.
- Through your positive and solution-oriented attitude you convince people of your ideas and find a compromise for almost every situation.
- Due to your excellent English skills, you can easily connect in a professional context.
- Availability to travel occasionally.
We offer:
- The opportunity to introduce solutions that you are individually convinced of, and to constantly take on fresh challenges with a distinguished level of responsibility
- Excellent career development opportunities, supported by a spacious range of training and development courses
- Competitive pay (14 salaries) and various benefits, as well as a permanent employment contract with a financially healthy company
- 30 days of vacation, flextime, capital-forming benefits, company pension plan
- Company restaurant with constant fluctuating, great-quality dishes to choose from as well as coffee bar
- Centrally located between the main train station and Jungfernstieg as well as subsidized public transportation
- Blended work model: 3 days a week at our headquarters in the heart of Hamburg and 2 days a week of mobile work
- Health and company sports programs (e.g. yoga, sailing, company doctor, etc.) as well as bicycle leasing
- Fitness Cooperation with EGYM – Wellpass
Please use our online tool for applying with us.
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