About this role
Customer Experience Team Leader - 4 PL Control Tower Maersk Customer Service · Full-time Posted on Sep 24, 2026 We are looking for a Customer Experience Team Leader to lead our 4PL Control Tower team . This role goes beyond traditional day-to-day team management. You will be responsible for leading and developing the team while ensuring strong operational performance, an excellent customer experience and continued evolution of the 4PL operation for our big chemical customer . The successful candidate needs to be comfortable leading through change, challenging existing ways of working and turning transformation into practical improvements for both the customer and the team . Key responsibilities Lead and develop the team - Provide day-to-day leadership, direction and prioritisation for the customer 4PL Control Tower team. - Coach and develop colleagues, creating clear expectations and supporting individual growth. - Manage the employee lifecycle, including performance management, development conversations and resource planning. - Build an engaged, accountable team culture with strong customer and operational ownership. Drive operational and customer performance - Take ownership of the team's operational performance and service delivery together with our Global Service Center teams - Use KPIs, productivity data, Case Management and customer feedback to identify issues and improvement opportunities. - Ensure effective follow-up on operational exceptions, recurring issues and customer concerns. - Work closely with internal stakeholders and the customer to maintain a reliable and proactive service. Lead change and continuous improvement - Actively identify opportunities to simplify, standardise, automate or improve existing processes. - Translate improvement opportunities into clear actions and engage the team in implementing them. - Support the customer organisation through upcoming system and process transformations. - Help evo...