Head of Customer Experience – Sri Lanka

About the role

The Head of Customer Experience in Sri Lanka will lead the country‑specific CX function, aligning local execution with the global CX strategy set by the Area Head of CX. Reporting to the Area Head, you will shape, staff and manage integrated CX teams to deliver seamless, proactive support across all Maersk products.

Key responsibilities

• Develop and execute the Country CX strategy, ensuring proactive support and issue resolution.
• Own, create, maintain and test a business continuity plan for critical customer processes.
• Design the Country CX organization, recruit and coach CX leaders, and ensure teams are trained to global standards.
• Drive growth and profitability through up‑ and cross‑selling, volume monitoring and churn reduction.
• Accountable for customer retention, satisfaction, employee engagement and CX operating expense budget.

Required profile

• Proven ability to lead and develop a large, multi‑disciplinary organization.
• Strong coaching and motivational skills to align teams around shared goals.
• Experience preparing and executing resourcing plans for a profitable business.
• Capability to build resilience against external market factors.
• Track record of establishing senior business relationships with customers.

Required skills

What we offer

• Opportunity to shape CX strategy for a leading global logistics provider.
• Leadership of a high‑impact, cross‑functional team in Sri Lanka.
• Competitive compensation and benefits aligned with Maersk’s global standards.