Description Within the Customer Experience department, you will support various projects related to the Hapag-Lloyd 2030 strategy. As the Customer Experience Manager you are responsible for driving customer engagement and optimizing digital tools within a project- and product-oriented environment. This role involves leading initiatives to improve customer interactions across multiple channels, enhancing digital platforms like Salesforce, and managing key project streams for high-priority board initiatives, including AI-driven enhancements. Additionally you will work cross-functionally to ensure seamless customer experiences and contribute to our strategic target to be the undisputed No. 1 for quality. If you're now interested and want to get to know us better, we'd be happy to getting to know you Responsibilities Develop and execute customer engagement strategies across digital and traditional channels (email, chat, phone, self-service portals) Lead and contribute to high-priority board initiatives such as AI-driven customer engagement enhancements and digital transformation projects Ensure that your projects are completed on time and within scope Optimize and enhance digital tools to support our agents to be more efficient in customer interactions and increase the customer satisfaction Collaborate with product and technology teams to implement customer-centric improvements and integrate feedback into product development Work closely with cross-functional teams, including sales, marketing, and product management, to enhance the overall customer journey Analyze customer data and feedback to drive continuous improvement and measure success through KPI’s Drive innovation by identifying emerging trends and best practices in customer experience management Qualifications University degree (Bachelor’s or Master’s) in Business, Commerce, Sales and Marketing, Engineering or similar and appropriate working experience Excited and open to take on fresh tasks & responsibilities Experience with shipping / logistics / supply chain / forwarding is beneficial, but not obligatory Strong experience in project and program management is mandatory Strong communication, collaboration, and stakeholder management skills Familiarity with agile methodologies and experience working within iterative development cycles are beneficial Strong analytical and problem-solving work approach Must be fluent in spoken and written English. German is beneficial