Global Head of Customer Success

Role Purpose (Why do we need this role?)The Global Head of Customer Success is responsible for driving Swire Shipping’s customer success strategy and execution across all regions. The role works closely with regional teams and cross-functional departments to embed customer-centric thinking into daily operations. It collaborates with the Transformation team to lead process improvements, implement digital service channels, and enhance the overall customer experience. The role also partners with Global Shared Services to ensure consistent, scalable, and high-quality service delivery across markets.

Role Accountabilities (What is this role responsible for delivering?)Customer Success StrategySupport the development and execution of Swire Shipping’s global customer success strategy to improve customer satisfaction, retention, and organic growth. Contribute to the implementation of the “Swire Way of Working” (SWOW) across the Customer Success (CS) function, ensuring consistent service standards and practices. Team Coordination & SupportCoordinate with regional and country-level CS teams, to ensure alignment and consistency in service delivery. Provide guidance on training, systems, and development initiatives to enhance team capability and customer value delivery.

Customer Experience & EngagementOversee the customer journey to ensure a smooth, responsive, and differentiated experience across Swire Shipping and third-party agents. Monitor and support the achievement of customer satisfaction (CSAT), Net Promoter Score (NPS), and other key experience metrics. Collaborate with Commercial, Trade, Operations, Logistics, and Finance to identify and implement improvements across the customer lifecycle. Process Improvement & Digital EnablementWork with the Transformation team to identify and implement process improvements and digital service channels that enhance customer experience and operational efficiency. Performance & Cost ManagementMonitor CS budgets and resource utilization to balance cost efficiency with service quality.

Track performance metrics, identify areas for improvement, and support the sharing of best practices across teams. People & CulturePromote a collaborative and customer-focused culture that supports individual growth and team engagement. Support recruitment, succession planning, and retention efforts in partnership with HR and regional managers. Maintain open and transparent communication through regular meetings and updates. Key Qualifications & Skills (What knowledge will ensure success in the role?)QualificationsMinimum 15 years of experience in the shipping or logistics industry, with a strong background in customer service or customer success.

Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field; equivalent relevant work experience may also be considered. Advanced understanding of customer service operations, with demonstrated success in leading complex service environments. Technical Skills & ExperienceStrong background working with offshore or shared service centers, including performance oversight and process alignment. Experience applying digital tools and process automation solutions is an advantage. Proven ability to improve customer experience through service tools, systems, and digital platforms. Experience managing customer service or operations teams in logistics or shipping. Skilled in communication, stakeholder engagement, and workflow management.

Customer-focused, with a track record of delivering measurable service improvements. Familiarity with customer service and ERP systems, including Phoenix (Solverminds) and CargoWise, as well as CRM and ticketing platforms Zendesk. Leadership & People SkillsExperience developing and supporting teams to achieve business and service outcomes. Ability to foster a collaborative and engaging team culture aligned with company values. Skilled in performance management, coaching, and professional development. Committed to transparent, two-way communication and building trust across teams and stakeholders.

By submitting your CV, you are deemed to have agreed and consent to the collection, use and/or disclosure of your personal data to the Company for the purposes of recruitment and employment only in accordance with the Company's Recruitment Data Privacy Policy on our website. Swire Shipping is committed to ensuring equal equitable access and participation for persons who experience disability. SSL is committed to treating persons with disability in a way that allows them to maintain their dignity and independence. Reasonable adjustments can be made upon request based on understanding of those accommodations.

Across Swire Shipping, we seek to create a supportive and inclusive environment that embraces individuality and recognise the benefits that these differences make. We do this by ensuring that all individuals are treated with respect and understanding and actively promote Equal Employment Opportunity (EEO) and do not tolerate discrimination, harassment, bullying, retaliation, or intimidation of any kind. We are committed to driving the strategy, policies, and accountability to build and sustain a diverse global workforce, through equitable processes and systems where everyone can contribute their very best.