About Hapag-Lloyd
With a fleet of 264 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,500 employees and 400 offices in 135 countries. Hapag-Lloyd has a container capacity of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 113 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.

Your responsibilities:

  • Play an important role in our FIS3 transformation journey: Build a new and innovative work environment for improved customer experience by self-service features, automated process, increased visibility for a more proactive and value adding service approach
  • Support the Product Owner of Import Customer Service process:
    • Conceptualize and drive the development of IT projects to improve Customer Service effectiveness and efficiency
    • Represent the voice of the customer in an Agile framework, translates user needs into User Stories
    • Is accountable to maintain Product backlog and prioritize user stories based on importance and dependencies for implementation
    • Connect and align internal and external members
    • Responsible to design appropriate training concepts, create training material and train the organization
    • Plan and execute the rollout of new tools in the organization
  • Develop and align proposals with stakeholders to optimize and harmonize CS processes to accommodate and outperform customer requirements and establish a market differentiator
  • Maintain close relations with the Regional Customer Service Managers, Regional BSDs, GBS, IT and with the other CEO departments
  • Empowered to take quick (deliberate and balanced) decisions with regards to the features aligned
  • Ensure that all deliverables reflect improved quality for our customers as well as more efficient processes and/or extra revenue streams for Hapag-Lloyd

Your profile:

To be successful in this role, you should…

  • Have experience in an area, GCC, Regional Customer Service and demonstrate experience in project work
  • Be able to create a business concept from scratch, prepare content for training and change management material
  • Be excited about challenging the status quo, coming up with creative and innovative solutions and working conceptually
  • Be motivated to take over ownership in a dynamic project environment, lead working groups and work independently on our project deliverables to deliver them within the committed timeline
  • Be able to build strong relationships with internal stakeholders in the business- and IT teams
  • Have an assertive personality and be able to convince relevant stakeholders in the organization
  • Feel comfortable presenting results and project status updates to involved partners and stakeholders
  • Have excellent command of spoken and written English

Contact person

Dawid Bujalla Manager Talent Acquisition & Employer Branding