Senior Customer Experience Consultant

Maersk is seeking a Customer Experience (CX) Consultant to serve as the dedicated SCM point of contact in Tokyo. This role is scoped exclusively to client's Supply Chain Management workstreams — Ocean product, booking, and carriage-related activity sit outside this role's remit and are owned by separate teams. The successful candidate will step directly into live, in-flight account work, including support for client's Global Inbound Cargo Management (ICM) program, and must be capable of operating with minimal onboarding time. This is not an entry-level or developmental posting: we require an immediate asset who can absorb account context quickly, take ownership of open items in the first weeks, and represent CX credibly in cross-functional and customer-facing settings from day one.

Key Responsibilities

• •Own day-to-day SCM Customer Experience delivery for the account in Tokyo, acting as the primary CX contact for client stakeholders on non-ocean, SCM-scoped activity.
• •Support execution of client's Global Inbound Cargo Management (ICM) program workstreams, including readiness activities, task and milestone tracking, and issue resolution ahead of scheduled go-live milestones.
• •Manage case and query resolution for SCM operations, ensuring accurate, timely, and well-documented responses that meet contractual and service-level commitments.
• •Partner cross-functionally with Product, Technology, Operations, Finance, and account management teams to ensure client requirements are captured, tracked, and delivered against.
• •Maintain data-driven visibility of account health — surfacing risks, delays, and escalations early, with clear recommendations rather than raw status updates.
• •Coordinate and, where appropriate, lead working sessions and status reviews with stakeholders and internal teams to keep milestones on track.
• •Document standard operating procedures, process maps, and playbooks specific to the SCM scope, ensuring continuity and audit-readiness.
• •Identify process improvement and automation opportunities within the account's CX operations and drive them to completion in partnership with CI/process teams.
• •Act as an internal advocate for client's SCM priorities, translating account needs into actionable internal requirements without overstepping into ocean-side account management.
• •Escalate appropriately and hold internal stakeholders accountable to committed deliverables and timelines.

Required Qualifications

• •Bachelor's degree, preferably in Business, Supply Chain Management, Logistics, or a related field.
• •Minimum 4+ years of relevant experience in supply chain management, logistics customer experience, account/project management, or a comparable operational role; prior experience supporting a named enterprise account is strongly preferred.
• •Demonstrated ability to operate independently in a matrix organization and drive outcomes without direct authority.
• •Strong working knowledge of SCM processes, process mapping, and case/issue management practices.
• •Proven track record managing cross-functional stakeholders (Product, Technology, Finance, Operations) toward shared deliverables.
• •Excellent verbal and written communication skills in both Japanese and English, sufficient for client-facing and executive-level communication.
• •Ability to work with data to identify risk, track performance, and support fact-based decision-making.
• •Comfortable in a fast-paced environment with the ability to ramp up quickly on an in-flight account with minimal supervision.

• 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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