About this role
<p>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.</p> <p>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.<br> 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.</p> <p>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.</p> <p> </p> <h2>Position Summary</h2> <p>We are seeking a <strong>Customer Care Manager</strong> to lead and coordinate customer care activities across the <strong>Hispaniola Cluster</strong>. This role is responsible for ensuring a high level of service for customers while aligning with company objectives, operational standards, and group procedures.</p> <p>The ideal candidate will bring strong experience in the <strong>shipping or logistics industry</strong>, proven leadership capability, and a customer-focused mindset. This person will play a key role in driving service excellence, improving team performance, and supporting process standardization across the cluster.</p> <h2>Key Responsibilities</h2> <ul> <li>Define and implement the <strong>Customer Care strategy</strong> in coordination with the Sales team</li> <li>Lead customer care activities across functions such as: <ul> <li>Customer Service</li> <li>Booking</li> <li>Specialized Desk</li> <li>Cargo Readiness</li> <li>Centralized Service Delivery</li> </ul> </li> <li>Monitor performance through <strong>KPIs</strong> and take action to improve service levels and reduce turnaround times for key customer-impacting processes</li> <li>Ensure the proper implementation of <strong>group processes, procedures, projects, and tools</strong></li> <li>Strengthen the team’s <strong>response capacity</strong> and overall service effectiveness</li> <li>Ensure timely and effective <strong>case resolution</strong> according to established targets</li> <li>Promote a culture of <strong>teamwork, collaboration, and accountability</strong> across the cluster</li> <li>Develop and integrate customer care roles within the cluster, expanding responsibilities where appropriate</li> <li>Ensure <strong>invoice accuracy</strong> and support <strong>revenue collection</strong> for local cargo through reporting and team follow-up</li> <li>Supervise, coach, and evaluate the customer care team to drive performance and development</li> <li>Identify and implement <strong>process improvement opportunities</strong> to enhance customer experience and operational efficiency</li> <li>Act as a business expert for customer care processes and ensure execution of all related tasks and workflows</li> </ul> <hr> <h2>Qualifications</h2> <ul> <li>Bachelor’s degree in <strong>Business Administration, Industrial Engineering, Marketing</strong>, or a related field</li> <li>Master’s degree in <strong>Logistics, Commerce, MBA</strong>, or a related field is preferred</li> <li>Minimum <strong>5 years of experience in the shipping industry</strong></li> <li>Previous experience in a <strong>management or supervisory role</strong></li> <li>Strong knowledge of: <ul> <li><strong>Advanced Excel</strong></li> <li><strong>CRM systems</strong></li> <li><strong>Power BI</strong></li> <li><strong>KPI management</strong></li> </ul> </li> <li>Strong communication and interpersonal skills</li> <li>High level of initiative and ownership</li> <li>Strong time management and organizational skills</li> <li>Results-oriented leadership style</li> <li>Fluency in <strong>Spanish and English</strong> is required</li> </ul> <hr> <h2>What We Are Looking For</h2> <p>The successful candidate will demonstrate:</p> <ul> <li>Strong <strong>leadership and coaching skills</strong></li> <li>A customer-centric and business-oriented mindset</li> <li>The ability to manage multiple priorities in a fast-paced environment</li> <li>A proactive approach to problem-solving and continuous improvement</li> <li>The ability to build strong relationships across teams and with customers</li> </ul> <hr> <h2>Why Join Us</h2> <p>This is an exciting opportunity to lead customer care operations in a strategic cluster role, contribute to service excellence, and make a visible impact on customer satisfaction and business performance.</p> <hr> <h2>Apply Now</h2> <p>If you are a dynamic and experienced professional with a passion for customer service, team leadership, and operational excellence in the shipping industry, we encourage you to apply.</p> <p> </p> <p> </p><p>Come along on CMA CGM’s adventure !<br> </p> <p><img src="https://performancemanager.successfactors.eu/doc/custom/C0002716868P/Bandeau_sous_signature_mail_niveau_OR.png"></p>