Regional Head Customer Care LATAM

3 weeks ago

Miami, United States CMA CGM Full time

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.

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.
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.

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.

Responsible for:

Customer Experience Improvement

  • Monitoring regional performance against core customer care KPIs and coordinate with customer care managers on initiatives, root cause analysis and corrective actions to help drive continuous improvement.
  • Regional lead for deployment and adoption of customer care related tools and projects, ensuring successful execution and regular updates to key stakeholders.
  • Build a strong network of customer experience partners in the agencies focused on improving the customer journey for all the touch points and interactions.
  • Perform periodic quality audits of calls and customer engagements to ensure consistency in customer service delivery in line with group objectives.
  • Ensuring effective adoption of customer care tools and leveraging system capabilities for improvement in response quality and productivity.
  • Work with agency customer care managers to develop & execute new ideas; best practices sharing across agencies/ departments to ease internal teams’ and customer’s journey.
  • Maintain regular interaction with GBS / back office stakeholders to ensure consistency in delivery of outsourced customer care activities and drive continual improvements in line with customer and market expectations.

Voice of Customers

  • Improving NPS survey response rate improvement on continual basis.
  • Drive and support to 100% adoption of TPS in every agency in the region.
  • Regularly evaluate the voice of customer feedback from NPS, TPS, Journey mapping and face-to-face interactions with customers & ensuring action plan to improve the customer experience and mitigate dissatisfaction levels.
  • Target key customers of the region to review their journey maps and work with customer care managers on action plan to improve the experience on all the key service deliverables and interactions basis identified pain points.
  • Analyse and provide synthesis for all the feedbacks received at customer level and domain level based on customer satisfaction TPS and NPS scores.
  • Closely work with HO customer care team to provide lead indicators and areas to focus on improvements.
  • Build robust network and mediums for customers & internal network to regularly communicate progress and improvements initiated & achieved basis VoC feedback.

Performance & Governance

  • Perform the role of business owner for customer care functions in the regional network.
  • Functionally manage all customer care managers in the region & coordinate with HO/RO/Agency management for performance objectives setting and assessments.
  • Assist HO customer care team in definition and regular review of:
    • Customer care skill set and profile requirements.
    • Organisation / tools / process and people alignments.
    • Standard operating procedures and workflows.
    • Relevance of KPIs in accordance to changing business environment.
  • Responsible for ensuring customer care target operating model is well implemented and adopted in the agencies.
  • Collaborating across departments to help improve performance & KPIs.
  • Voice of network – to raise common regional topics, issues, opportunities or suggestions with various stakeholders in HO or network.

Skills, knowledge, and Abilities required

  • Bachelors degree required
  • 10 years in managerial expertise, ideally in leading customer care teams in logistics / maritime domain.
  • Demonstrable results in customer experience and service delivery improvements.
  • Good communicator with strong analytical and decision-making skills.
  • Experience in leading or participating in customer care related improvement / transformation projects.
  • Flair for attracting and developing talent & managing direct and indirect teams.
  • Ability to build strong and effective working relationships with peers across the network.

Skills, knowledge, and abilities preferred:

  • MBA preferred
  • Experience In working with quality management systems or similar environment is an added advantage.

Come along on CMA CGM’s adventure

  • Regional Head Customer Care LATAM

    3 weeks ago

    Miami, Florida, United States CMA CGM Full time

    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...

  • Channel Sales Manager

    1 week ago

    Miami, United States Cybersecurity company Full time

    Job DescriptionJob DescriptionOnly resumes that have Channel Sales experience in LATAM will be responded to if qualified!Software Product Company with over three decades of industry experience is hiring an experienced Channel Sales Manager for the South America / LATAM region.  Bilingual in Portuguese and Spanish a must. Responsible for delivering...

  • Digital Product Manager, LATAM

    3 weeks ago

    Miami, United States Shiseido Company, Limited Full time

    Select how often (in days) to receive an alert: Digital Product Manager, LATAM (Temporary) Date: Apr 23, 2024 Location: Miami Job Purpose: The Digital Product Manager, LATAM will be an integral part of the Digital Marketing team, serving as project manager for the region’s PR, influencer marketing, digital media, and digital trade initiatives. Primary...

  • LATAM Business Development Manager

    3 weeks ago

    Miami, United States ACCUR Recruiting Services Full time

    Company Description Our client for this LATAM Business Development Manager job opportunity is a distinguished creator of original and innovative premium toys. They are renowned for their fabrics with quirky and cute designs, marketing their products online and through retailers globally, including in the US, Europe, and beyond. As they expand their...

  • Digital Product Manager, LATAM

    4 weeks ago

    Miami, Florida, United States Shiseido Full time

    Job Purpose: The Digital Product Manager, LATAM will be an integral part of the Digital Marketing team, serving as project manager for the region's PR, influencer marketing, digital media, and digital trade initiatives. Primary Duties & Responsibilities: Formulate paid marketing campaigns with a majority focus on digital mediaSupport the development of...

  • Digital Product Manager, LATAM

    4 days ago

    Miami, United States Shiseido Full time

    Job Purpose: The Digital Product Manager, LATAM will be an integral part of the Digital Marketing team, serving as project manager for the region's PR, influencer marketing, digital media, and digital trade initiatives. Primary Duties & Responsibilities:Formulate paid marketing campaigns with a majority focus on digital media Support the development of...

  • Digital Product Manager, LATAM

    4 weeks ago

    Miami, United States Shiseido Full time

    Job Purpose:   The Digital Product Manager, LATAM will be an integral part of the Digital Marketing team, serving as project manager for the region’s PR, influencer marketing, digital media, and digital trade initiatives.   Primary Duties & Responsibilities:   Formulate paid marketing campaigns with a majority focus on digital media Support the...

  • Technology Sales Manager

    4 weeks ago

    Miami, United States Oliver James Full time

    As Sales Manager in the LATAM region, you will be leading the sales campaign of our products with ANSPs and other aviation actors. We are looking for a passionate and innovative Sales Manager to join our team and help modernize Air Traffic Control in the LATAM region. Identify and pursue sales opportunities with regional ANSPs and aviation industries Set up...

  • Regional Sales Manager

    1 week ago

    Miami, United States Stansfeld Scott - USA Full time

    THE COMPANYStansfeld Scott is a leader in the wines and spirits industry and while our origins date back to 1935, our success is built on engaging people who share our company ideologies for being fearless, pushing the envelope and thinking strategically. We manage an outstanding portfolio of Wines and Spirits products in a diverse and dynamic marketplace...

  • Regional Sales Manager

    1 week ago

    Miami, United States Stansfeld Scott - USA Full time

    THE COMPANYStansfeld Scott is a leader in the wines and spirits industry and while our origins date back to 1935, our success is built on engaging people who share our company ideologies for being fearless, pushing the envelope and thinking strategically. We manage an outstanding portfolio of Wines and Spirits products in a diverse and dynamic marketplace...

  • Regional Sales Manager

    5 days ago

    Miami, United States Stansfeld Scott - USA Full time

    THE COMPANYStansfeld Scott is a leader in the wines and spirits industry and while our origins date back to 1935, our success is built on engaging people who share our company ideologies for being fearless, pushing the envelope and thinking strategically. We manage an outstanding portfolio of Wines and Spirits products in a diverse and dynamic marketplace...

  • Marketing Intern, Americas

    1 week ago

    Miami, United States Loewe Perfumes Full time

    Internship Title: Marketing Intern, Americas - NORTH LATAM & TRAVEL RETAILReports to: Senior Marketing ManagerLocation: Miami, FLHybrid Schedule: 2 remote workdays per weekStart Date: As soon as possibleFull-time InternshipMAIN JOB OBJECTIVE:The Marketing team ensures the success LOEWE in the region Americas Region (North America, Central America and South...

  • Purveyor Relationship Manager

    2 weeks ago

    Miami, United States Boar's Head Full time

    Hiring Company: Delicatessen Services Co., LLC Overview: The Purveyor Relationship Team is a department that helps maintain successful relationships with the Boar's Head Brand Local Purveyor network. The Purveyor Relationship Team creates, maintains and improves the relationship between the Company and its Local Purveyors in order to achieve mutual benefits....

  • Regional Risk and Control Director

    3 days ago

    Miami, United States GroupM Full time

    Description Position at GroupM GroupM Regional Risk and Control Director SCOPE AND OBJECTIVE: We are looking for someone to join our team in the capacity of Regional Risk & Controls Director based in Miami, USA (negotiable). This is a challenging role with multiple priorities and a wide range of stakeholders across the Group. The candidate will be part of...

  • Regional Risk and Control Director

    4 hours ago

    Miami, United States GroupM Full time

    Description Position at GroupM GroupM Regional Risk and Control Director SCOPE AND OBJECTIVE: We are looking for someone to join our team in the capacity of Regional Risk & Controls Director based in Miami, USA (negotiable). This is a challenging role with multiple priorities and a wide range of stakeholders across the Group. The candidate will be part of...

  • Head of Programming

    1 week ago

    Miami, United States WalkWater Technologies Full time

    REQ ID – 32798569ROLE – Head of ProgrammingLOCATION – Miami, FL (Hybrid)MAIN SKILLS – Responsible for the curation of the programmingProgramming for the south market Working cross functionally with the PR and Marketing team Understanding what is going to be a great program Recommend talent for eventsMust know Spanish Job SummaryThe Retail Engagement...

  • Head of User Acquisition

    1 week ago

    Miami, United States Betr Full time

    Betr is seeking a talented and results-driven Head of User Acquisition. This role will be responsible for driving user acquisition strategies and campaigns to grow Betr's customer base. The Head of User Acquisition will work alongside the Head of Customer Retention, both reporting to the Head of Marketing, to optimize the customer lifecycle and maximize...

  • Head and Neck/Microvascular Surgery Physician

    1 month ago

    Miami Beach, United States HCA East Florida Division Full time

    Description Specialization:Surgery Complex Surgical OncologyJob Summary:HCA Healthcare is seeking a Head and Neck/Microvascular Surgeon in Miami, Florida. Qualified Candidates:Board certified or eligible in Oral and Maxillofacial Surgery and/or Otolaryngology/Head and Neck SurgeryFellowship trained in Head and Neck Surgical Oncology & Microvascular...

  • Marketing Intern Lifestyle Brands

    4 weeks ago

    Miami, Florida, United States PUIG, S.L. Full time

    La oportunidadIn Latam Distributors, we oversee 15 countries in Latin America. The focus of our organization is to support our distributors in these markets to achieve the annual goals. Our GO Internship will allow you to have an immersive experience in the marketing department of the company, where you will have a mentor who will accompany you and guide you...

  • Purveyor Relationship Manager

    2 weeks ago

    Miami, United States Boar's Head BrandFrank Brunckhorst Co., LLC Full time

    Hiring Company: Delicatessen Services Co., LLC Overview:The Purveyor Relationship Team is a department that helps maintain successful relationships with the Boar’s Head Brand Local Purveyor network. The Purveyor Relationship Team creates, maintains and improves the relationship between the Company and its Local Purveyors in order to achieve mutual...