Customer Experience Team leader for 4PL

Customer Experience Team Leader External Hiring

Position Title: Customer Experience (CX) Team Leader for 4PL
International Logistics Global Enterprise CX Transformation Team Leadership

A.P. Moller Maersk as an Integrator of Logistics goes beyond transportation to deliver seamless end-to-end customer experiences.

This position is a 4PL CX Team Leader who evolves customer experience not merely as an operational function but as a platform for value creation and supply chain orchestration. This role leads a portfolio of key clients and oversees end-to-end logistics solutions across multiple service providers internal teams and external partners. Through digital enablement process improvement problem-solving and team development the 4PL Team Leader drives customer outcomes operational excellence continuous improvement and team capability growth simultaneously. The role is accountable for translating complex customer requirements into integrated scalable and value-driven 4PL solutions.

Mission of This Role

• Develop a deep understanding of customers businesses and maximize Customer Outcomes and long-term value.

• Go beyond day-to-day issue resolution to lead prevention improvement and transformation

• Lead the teams evolution from transactional customer service to a consultative solution-oriented 4PL operational model

• Build a highly engaged capable team with strong ownership accountability and a continuous-improvement mindset

• Operate with a strong neutrality and confidentiality mindset recognizing the role of 4PL as an independent orchestrator that safeguards customer and partner information while acting impartially across all stakeholders

Key Responsibilities

1. Driving 4PL CX Strategy and Outcomes

• Manage the entire customer experience across the 4PL operating model

• Design and execute continuous improvement initiatives

• Leverage digital tool data and analytics to enhance visibility control and performance

• Optimize cost and quality while ensuring operational safety and compliance

• Design initiatives that contribute to revenue protection and long-term value creation

2. Enhancing Customer Satisfaction and Value

• Build strong relationships by understanding customers business models service needs challenges expectations and business goals

• Translate customer needs into structured improvement roadmap and actionable solutions

• Use data and insights to identify root causes prevent recurrence and drive measurable outcomes

• Act as a role model for cross-functional collaboration aligned with the company strategy and vision

3. Orchestration Collaboration and Performance Improvement

• Identify systematic issues across internal teams service providers and partners and lead corrective actions

• Strengthen operational stability standardization and governance

• Work closely with Global Service Centers and vendors to improve efficiency scalability and productivity

4. Role as a Team Leader

• Build and develop a highly-performing 4PL CX team through structured onboarding coaching and capability building

• Foster strong engagement accountability and ownership within the team

• Create a culture that embraces change continuous improvement and customer-centric thinking

What Makes This Role Attractive

• Focus on supply chain value creation not just customer support

• The opportunity to design influence and transform complex 4PL operating models

• A growth environment that challenges you to think holistically and act as an orchestrator not just an operator

Ideal Candidate Profile / Qualifications

Required

• Practical experience in Customer Experience logistics operations or 4PL supply chain management (approx. 10 years)

• Experience leading a team equivalent leadership experience or a strong aspiration and readiness to step into a leadership role

• Strong customer-centric mindset with the ability to structure issues and drive improvements

• Advanced communication and coordination skills in complex internal and external stakeholder environments

• Ability to manage multiple initiatives simultaneously prioritize effectively and deliver consistently with high quality in a fast-changing environment

• Japanese: Native level

• English: Upper-intermediate business level (able to collaborate with overseas locations)

• Proficiency in MS Teams Outlook Excel etc.

Preferred

• Experience driving improvements through data-analysis and insights.

• Experience in process design standardization and change management with translating strategy into sustainable execution

• Experience in cost-conscious operational improvement and optimization balancing efficiency quality and customer outcome.

• Exposure to multi-vendor or orchestration-based logistics models (4PL/Control tower environment)

This Role Is a Good Fit If You:

• View customer experience as value creation not just issue handling

• Enjoy solving complex cross-functional problems and building sustainable mechanisms and prevent recurrence

• Want to grow as a leader while leading and developing a team

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.
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