Customer Care Effectiveness Manager Cluster South Africa

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.

Role

We are looking for an individual to manage and drive the customer care efficiency for CMA CGM South Africa. The main purpose of this role is to own and deliver on the customer experience objectives and support the customer care team KPI, process and project success to continuously improve our services. The role will also focus on customer engagements to promote the use of self service, digitalization, and AI while also encouraging and conducting internal and external training and awareness. This position reports to the Customer Care Director and will be based in Umhlanga.

Responsibilities:

• Collaborate with leadership to execute & monitor strategic initiatives for operational improvement

• Provide regular productivity insights and recommend data-driven performance

• Track key metrics like response times and resolution rates.

• Work with the Customer Care Director to ensure consistent governance and service quality.

• Ensure data accuracy in customer care systems (e.g., NOVA).

• Perform regular data audits and address discrepancies.

• Utilize analytics tools to monitor service interactions and resolution times.

• Maintain high data quality and address reporting issues.

• Use performance dashboards for actionable insights and decision-making.

• Participate in agency-led improvement projects, offering data insights.

• Lead initiatives to boost service delivery efficiency and support performance tools like Lighthouse.

• Ensure alignment and execution at the country level.

• Oversee country-level reporting and consolidate data for comprehensive reports.

• Create structured processes for sharing customer data insights for strategic decisions

• Map and analyze customer journeys to identify and reduce effort, enhancing experiences.

• Design and implement initiatives to boost satisfaction, loyalty, and retention.

• Deploy and support digital solutions for better response quality and overall experience.

• Oversee and improve CSAT and NPS through trend analysis and action plans.

• Implement CX improvement plans and ensure progress is monitored.

• Collaborate with managers to maintain high CSAT scores.

• Ensure interactions align with brand values and maintain a high-quality experience.

• Conduct audits of customer-facing materials for brand consistency.

• Develop training programs for customer service teams to ensure excellence.

• Organize workshops and refreshers to keep teams aligned with best practices.

• Monitor customer care KPI’s and coordinate with stakeholders on initiatives, root

cause analysis, and corrective actions for continuous progress.

• Introduce standard methodologies (e.g., lean, six sigma) for a structured approach.

• Six sigma projects

• Drive digital e-Commerce products

• Increase digitalization for all interactions & transactions of standard customers

• Promote digitalization wherever possible for Premium & Advanced customers

• Successful execution of Customer Journey Mapping and improving customer response to touch

point surveys

• Influence and inspire the leadership team and cross-functional peers to analyze and act on

customer feedback to improve customer experience.

• Establish communication mediums through which customers can readily contact a company

and vice versa

• Ensuring success stories from the network are recognized and highlighted across the network

leading to best practices sharing and adoption.

• Planning, Coordinating and executing transversal customer visits with clear follow-up and

closure on action plans

• Support Regional eCommerce Team in organizing customer meetings, webinars, support in

the digital campaigns.

• Promote self-service channels and MY CMACGM with Preferred and Essential segment

customers.

• Owner of the digital agency KPIs and work along with regional eCommerce team to achieve

the targets.

Skills and Qualifications:

• +10 years shipping line experience
• Diploma / Degree - with focus on communications and marketing with be advantageous.
• Advanced computer skills (Microsoft Office) and Digital / AI tool proficiency
• Advanced Data analytical skills
• Excellent communication skills

Personal Attributes:

• Able to work under strict deadlines
• Ability to multitask
• Attention to detail and analytical
• Effective Time Management

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines