Customer Experience Team Leader - 4PL

About the role

Maersk is looking for a Customer Experience (CX) Team Leader for 4PL, an external hire. The role leads a team of CX professionals managing customer portfolios and oversees end-to-end logistics solutions across multiple service providers, internal teams and external partners. It turns complex customer requirements into integrated, scalable 4PL solutions, combining digital enablement, process improvement, problem-solving and team development.

Key responsibilities

• Drive 4PL CX strategy: manage the customer experience, run continuous improvement initiatives and use digital tools, data and analytics to improve visibility, control and performance
• Optimize cost and quality while ensuring operational safety and compliance, and design initiatives that protect revenue and create long-term value
• Build strong customer relationships, turn their needs into improvement roadmaps and use data to find root causes and prevent recurrence
• Identify systematic issues across internal teams, service providers and partners, strengthen governance and work with Global Service Centers and vendors to improve efficiency and scalability
• Build and coach a high-performing team through structured onboarding, coaching and capability building, fostering engagement, accountability and a continuous-improvement mindset

Required profile

• Approximately 10+ years of practical experience in customer experience, logistics operations or 4PL supply chain management
• Experience leading a team, equivalent leadership experience, or a strong readiness to step into a leadership role
• Strong customer-centric mindset, advanced communication and coordination skills, and ability to manage several initiatives at once
• Native Japanese and upper-intermediate business English (able to collaborate with overseas locations)
• Preferred: experience using data analysis for improvement, process design, standardization and change management, cost-conscious optimization, and exposure to multi-vendor or orchestration-based logistics models

Required skills

• Proficiency in MS Teams, Outlook, Excel and similar tools
• Data analysis and insight-driven improvement