Customer Experience Team leader for 4PL

Responsible for leading a team of CX managing customer portfolios. The role focuses on delivering an exceptional proactive customer experience, ensuring consistent service quality, operational excellence, driving issue resolution. Create strong customer relationship, team engagement and growth.

Customer Experience Team Leader | External Hiring

• Position Title: Customer Experience (CX) Team Leader for 4PL
• International Logistics × Global Enterprise × CX Transformation × Team Leadership

A.P. Moller – Maersk, as an “Integrator of Logistics,” goes beyond transportation to deliver seamless, end-to-end customer experiences.

This position is a 4PL CX Team Leader who evolves customer experience not merely as an operational function, but as a platform for value creation and supply chain orchestration. This role leads a portfolio of key clients and oversees end-to-end logistics solutions across multiple service providers, internal teams, and external partners. Through digital enablement, process improvement, problem-solving, and team development, the 4PL Team Leader drives customer outcomes, operational excellence, continuous improvement, and team capability growth simultaneously. The role is accountable for translating complex customer requirements into integrated, scalable, and value-driven 4PL solutions.

Mission of This Role

Develop a deep understanding of customers’ businesses and maximize Customer Outcomes and long-term value.

Go beyond day-to-day issue resolution to lead prevention, improvement, and transformation

Lead the team’s evolution from transactional customer service to a consultative, solution-oriented 4PL operational model

Build a highly engaged, capable team with strong ownership, accountability, and a continuous-improvement mindset

Operate with a strong neutrality and confidentiality mindset, recognizing the role of 4PL as an independent orchestrator that safeguards customer and partner information while acting impartially across all stakeholders

Key Responsibilities

1. Driving 4PL CX Strategy and Outcomes

Manage the entire customer experience across the 4PL operating model

Design and execute continuous improvement initiatives

Leverage digital tool, data, and analytics to enhance visibility, control, and performance

Optimize cost and quality while ensuring operational safety and compliance

Design initiatives that contribute to revenue protection, and long-term value creation

2. Enhancing Customer Satisfaction and Value

Build strong relationships by understanding customers’ business models, service needs, challenges, expectations, and business goals

Translate customer needs into structured improvement roadmap and actionable solutions

Use data and insights to identify root causes, prevent recurrence, and drive measurable outcomes

Act as a role model for cross-functional collaboration aligned with the company strategy and vision

3. Orchestration, Collaboration, and Performance Improvement

Identify systematic issues across internal teams, service providers and partners, and lead corrective actions

Strengthen operational stability, standardization, and governance

Work closely with Global Service Centers and vendors to improve efficiency, scalability, and productivity

4. Role as a Team Leader

Build and develop a highly-performing 4PL CX team through structured onboarding, coaching, and capability building

Foster strong engagement, accountability, and ownership within the team

Create a culture that embraces change, continuous improvement, and customer-centric thinking

What Makes This Role Attractive

Focus on supply chain value creation, not just customer support

The opportunity to design, influence, and transform complex 4PL operating models

A growth environment that challenges you to think holistically and act as an orchestrator, not just an operator

Ideal Candidate Profile / Qualifications

Required

Practical experience in Customer Experience, logistics operations, or 4PL supply chain management (approx. 10+ years)

Experience leading a team, equivalent leadership experience, or a strong aspiration and readiness to step into a leadership role

Strong customer-centric mindset with the ability to structure issues and drive improvements

Advanced communication and coordination skills in complex internal and external stakeholder environments

Ability to manage multiple initiatives simultaneously, prioritize effectively, and deliver consistently with high quality in a fast-changing environment

Japanese: Native level

English: Upper-intermediate business level (able to collaborate with overseas locations)

Proficiency in MS Teams, Outlook, Excel, etc.

Preferred

Experience driving improvements through data-analysis and insights.

Experience in process design, standardization, and change management with translating strategy into sustainable execution

Experience in cost-conscious operational improvement and optimization, balancing efficiency, quality, and customer outcome.

Exposure to multi-vendor or orchestration-based logistics models (4PL/Control tower environment)

This Role Is a Good Fit If You:

View customer experience as value creation , not just issue handling

Enjoy solving complex, cross-functional problems and building sustainable mechanisms and prevent recurrence

Want to grow as a leader while leading and developing a team

• Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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