Service Delivery Manager

About Maersk E-Commerce

At Maersk, we are on a journey to become the global integrator of container logistics, delivering end-to-end supply chain solutions that connect businesses with opportunities around the world. By integrating ocean, air, land transportation, warehousing, fulfilment, and digital services, we help customers navigate an increasingly complex supply chain landscape. Within Maersk E-Commerce, we support some of the world's fastest-growing brands with scalable fulfilment, delivery, returns, and customer experience solutions, enabling merchants to grow seamlessly across European and global markets.

The Opportunity

We are looking for a customer-centric and commercially minded Service Delivery Manager to lead Service Delivery across Europe.

This is a strategic leadership role that combines customer advocacy, operational excellence, commercial ownership, and transformation. You will act as the voice of the customer, building strong relationships with key accounts, leading complex escalations, and influencing cross-functional stakeholders to ensure customer needs are translated into meaningful actions and measurable business outcomes.

You will play a critical role in driving customer retention, protecting revenue, and identifying opportunities to enable account growth across our European customer portfolio.

At the same time, you will be responsible for continuously improving and scaling our Service Delivery operation through automation, AI, self-service capabilities, and process optimisation. This role is ideal for someone who is passionate about creating exceptional customer experiences while building the operating model of the future.

Key Responsibilities

• Act as the primary advocate for customers across the European business.
• Build and maintain strong relationships with strategic customers, ensuring a deep understanding of their goals, challenges, and growth plans.
• Lead critical customer escalations and service recovery activities, driving timely and effective resolution.
• Partner with commercial, product, operations, and technology teams to improve the customer experience and service performance.
• Drive customer retention and revenue protection initiatives.
• Identify opportunities to support account expansion and long-term customer growth.
• Lead operational excellence initiatives focused on productivity, scalability, and cost-to-serve improvements.
• Reduce WISMO ("Where Is My Order?") demand through proactive communication, self-service tools, and digital customer journeys.
• Champion the adoption of AI, automation, and digital solutions to improve customer and operational outcomes.
• Develop a scalable Service Delivery model capable of supporting continued business growth across Europe.
• Use data and insights to identify trends, measure performance, and drive continuous improvement.

What We're Looking For

• Leadership experience within Service Delivery, Customer Operations, Customer Success, or a similar customer-facing function.
• Strong experience within an e-commerce environment.
• A commercial mindset with a track record of improving customer retention and supporting account growth.
• Experience driving operational excellence, productivity improvements, and service transformation programmes.
• Demonstrated success leveraging AI, automation, and digital capabilities to enhance customer experiences and operational efficiency.
• Strong analytical and data-driven decision-making skills.
• Excellent stakeholder management and influencing capabilities.
• A naturally curious mindset with a passion for continuous improvement and scaling operations.
• 5 days a week onsite presence in either Rotterdam or Almere

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Success in this Role Will Be Measured By

• Customer retention and revenue retention.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Account growth enablement and expansion opportunities.
• Strategic customer relationship management.
• Escalation management and service recovery effectiveness.
• Service Delivery performance and operational excellence.
• Reduction in WISMO demand.
• Improvements in productivity and efficiency metrics.
• Adoption of self-service, automation, AI, and digital interaction channels.
• Cost-to-serve reduction and operational scalability.

Why Maersk?

This is not a traditional Customer Service Manager role. We are looking for a leader who can combine customer advocacy with commercial thinking, operational excellence, and digital transformation. If you understand the complexities of e-commerce customer journeys and are excited by the opportunity to leverage AI, automation, and innovation to create world-class customer experiences, we'd love to hear from you.

Join us and help shape the future of service delivery for one of the world's leading integrated logistics and e-commerce businesses.

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

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