# Customer Care Effectiveness Manager Cluster South Africa at CMA CGM

CMA CGM is hiring a Customer Care Effectiveness Manager Cluster South Africa. Level rates it Little AI ●○○○; you can [apply on CMA CGM](https://jobsbylevel.com/go/a82c4ccf-4535-459a-bdd2-5c882bfeb8de?utm_medium=ai-agent).

AI Level 1, AI centrality 15 out of 100. Durban, ZAF.

## Details

- Company: [CMA CGM](https://jobsbylevel.com/companies/cma-cgm)
- AI level: AI Level 1 (score 15 out of 100)
- Location: Durban, ZAF
- Posted: November 3, 2026
- Apply: https://jobsbylevel.com/go/a82c4ccf-4535-459a-bdd2-5c882bfeb8de?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=customer-care-effectiveness-manager-cluster-south-africa-at-cma-cgm-c9c69b

## Prepare for this job

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## Description

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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/customer-care-effectiveness-manager-cluster-south-africa-at-cma-cgm-c9c69b

Source: https://jobsbylevel.com/jobs/customer-care-effectiveness-manager-cluster-south-africa-at-cma-cgm-c9c69b

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Level. https://jobsbylevel.com/jobs/customer-care-effectiveness-manager-cluster-south-africa-at-cma-cgm-c9c69b.

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