Job Summary:
By having a 360° Global Vision at Utlimate Owner level, the CCAM, reporting to the Premium Desk Supervisor , ensures the Customer KPIs are matching our Service Level in every country and optimize global performance through tailor-made services by supporting customers and optimizing their own processes and digitalization development. Will nurture the Customer relationship to reach loyalty and satisfaction.

Key Responsibilities:
- Customer Performance follow up:
o Implement standard operational QBR and MBR with customers (following group standards)
o Market advisory, organize crisis meeting with Management and impacted stakeholders
o Customer Communication: Communicate major market issues to customer operational network, Customer training Shipping specificities and group process...
o Ensure Customer is fully engaged on VoC initiatives with local partners (in collaboration with Local Premium Desk officers)
o Act as internal advocate for your portfolio by ensuring Continuous Improvement Plan is defined and follow up locally (in collaboration with Focal Points and Regional Office Strategic Accounts Customer Care Manager)
o Propose Value Added Services (VAS) and answer specific customers requirements (Specific KPI, dedicated SOP/Working procedure,… )
o Escalate recurring issues to Strategic accounts head of CCAM.

- Regular reporting on the assigned portfolio to the head of CCAM (functional reporting).
- Meetings with Customers, to review current service levels, pending cases, customer pain points, proactive solutioning, etc.
- High level of escalation for severe service issues (Final operational entry point) Support customer only in major operational issues (Strictly respect the customer communicated escalation matrix)
- Tender coordination from an operational requirement perspective to ensure operational feasibility of the offers to customer and follow up in close collaboration with GKAM during the whole contract life cycle;
- Complete tender SOP with operational information: booking & document processes, invoicing process, local agent contact matrix, and other best practices
- Organize tender implementation, Customer on boarding, and take the lead on meeting between local agent and customer
- Communicate tender SOP within the network and publish on Share point and ensure updated version is published
- Provide Customer care escalation matrix and ensure updated version is available during contract life

Required Experience & Skills:
1. Strong knowledge in Shipping Industry (minimum 5 years of experience)
2. 3+ years as an Account Manager managing customer relationship or senior customer service officer
3. Commitment in delivering the best Customer Experience
4. Great customer facing skills with ability to build and nurture relationships
5. Analytical & Reporting aptitude (Data, Qliksense)
6. Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
7. Understand CMA CGM group organization, processes & Tools
8. Basic proficiency with MS Office