Customer Excellence Analyst
- Istanbul, Turkey
Posted 26 days ago
About the role
ID: 587564
Location:
Istanbul, TR
#job-location.job-location-inline { display: inline; }
Customer Excellence Analyst
Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
Role & Responsibilities:
Drive a customer-centric culture across the organization and act as the focal point for Customer Experience (CX) initiatives and projects.
Map, analyze, and continuously improve customer journeys across key touchpoints.
Collect, analyze, and interpret customer feedback to identify trends, pain points, and improvement opportunities.
Develop and implement action plans to enhance customer satisfaction and service excellence.
Collaborate with Customer Service, Service Delivery, Commercial, Operations, Digital, and IT teams to address root causes and improve customer experience.
Monitor and improve customer experience metrics including NPS, CSAT (TPS & Pulse), response time, and ticket resolution performance.
Support the implementation and optimization of customer communication channels to enhance accessibility and engagement.
Contribute to digital transformation and process improvement initiatives aimed at improving customer experience.
Monitor customer service quality standards and recommend improvement actions to increase efficiency and customer satisfaction.
Prepare regular reports, dashboards, and presentations to communicate customer insights and business recommendations.
Promote best practices and continuous improvement methodologies throughout the organization.
Skills & Requirements:
Bachelor's degree in Business Administration, Industrial Engineering, Logistics, Supply Chain, Economics, or a related field.
Minimum 2 years of experience in Shipping, Logistics, Customer Service, Customer Experience, Business Process Improvement, or a related function.
Experience in Process Improvement, Transformation, Digitalization, or Project Management initiatives.
Strong analytical skills with the ability to transform data into actionable insights and recommendations.
Knowledge of CRM platforms; Salesforce experience is preferred.
Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
Experience with reporting and data visualization tools such as Power BI is an advantage.
Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies is a plus.
Strong stakeholder management, communication, presentation, and influencing skills.
Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.
Customer-oriented mindset with a strong focus on problem solving and continuous improvement.
Fluent in English, both written and spoken.
What we offer:
Working in an agile, flexible, digital, and social culture
Flexible working hours
Working 40 hours a week
Hybrid working
Birthday day off
Fruit Day: every Wednesday
Happy hours
Yearly bonus
Transportation
Life insurance
Meal Allowance (Cash/monthly)
Employee Assistance Program
Multisport Membership
During the recruitment process, the personal data you provide in your CV is processed for purposes including contacting you, implementing human resources policies and procedures, managing candidate selection and placement processes, conducting reference checks, and ensuring security. For more detailed information about how your data is processed, please refer to our Employee Candidate Privacy Notice.
We have zero tolerance for inequality and are deeply committed to fostering Diversity, Equity, and Inclusion (DE&I) at every level of our organization. As HR and business partners, we actively drive and support initiatives that build a more inclusive and equitable workplace for all.
Come along on CMA CGM’s adventure !
Location:
Istanbul, TR
#job-location.job-location-inline { display: inline; }
Customer Excellence Analyst
Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
Role & Responsibilities:
Drive a customer-centric culture across the organization and act as the focal point for Customer Experience (CX) initiatives and projects.
Map, analyze, and continuously improve customer journeys across key touchpoints.
Collect, analyze, and interpret customer feedback to identify trends, pain points, and improvement opportunities.
Develop and implement action plans to enhance customer satisfaction and service excellence.
Collaborate with Customer Service, Service Delivery, Commercial, Operations, Digital, and IT teams to address root causes and improve customer experience.
Monitor and improve customer experience metrics including NPS, CSAT (TPS & Pulse), response time, and ticket resolution performance.
Support the implementation and optimization of customer communication channels to enhance accessibility and engagement.
Contribute to digital transformation and process improvement initiatives aimed at improving customer experience.
Monitor customer service quality standards and recommend improvement actions to increase efficiency and customer satisfaction.
Prepare regular reports, dashboards, and presentations to communicate customer insights and business recommendations.
Promote best practices and continuous improvement methodologies throughout the organization.
Skills & Requirements:
Bachelor's degree in Business Administration, Industrial Engineering, Logistics, Supply Chain, Economics, or a related field.
Minimum 2 years of experience in Shipping, Logistics, Customer Service, Customer Experience, Business Process Improvement, or a related function.
Experience in Process Improvement, Transformation, Digitalization, or Project Management initiatives.
Strong analytical skills with the ability to transform data into actionable insights and recommendations.
Knowledge of CRM platforms; Salesforce experience is preferred.
Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
Experience with reporting and data visualization tools such as Power BI is an advantage.
Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies is a plus.
Strong stakeholder management, communication, presentation, and influencing skills.
Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.
Customer-oriented mindset with a strong focus on problem solving and continuous improvement.
Fluent in English, both written and spoken.
What we offer:
Working in an agile, flexible, digital, and social culture
Flexible working hours
Working 40 hours a week
Hybrid working
Birthday day off
Fruit Day: every Wednesday
Happy hours
Yearly bonus
Transportation
Life insurance
Meal Allowance (Cash/monthly)
Employee Assistance Program
Multisport Membership
During the recruitment process, the personal data you provide in your CV is processed for purposes including contacting you, implementing human resources policies and procedures, managing candidate selection and placement processes, conducting reference checks, and ensuring security. For more detailed information about how your data is processed, please refer to our Employee Candidate Privacy Notice.
We have zero tolerance for inequality and are deeply committed to fostering Diversity, Equity, and Inclusion (DE&I) at every level of our organization. As HR and business partners, we actively drive and support initiatives that build a more inclusive and equitable workplace for all.
Come along on CMA CGM’s adventure !