Manager (f/m/d) Global Quality & Process Excellence – AI & Digital Innovation - limited until 31.12.2026 - #2210527

Join Hapag-Lloyd on our journey to become No. 1 in Quality by 2030. We’re looking for a dynamic Customer Experience Manager to drive digital transformation, with a focus on AI-powered engagement tools and platforms like Salesforce. If you're passionate about reshaping the customer journey through data, technology, and smart strategy, we’d like to hear from you.

• Lead AI-enhanced customer engagement initiatives across digital and traditional channels
• Drive key projects tied to our 2030 strategy and board-level priorities
• Optimize tools and processes to support global service agents and improve customer satisfaction
• Collaborate with tech, product, sales, and marketing teams to deliver a seamless customer experience
• Use customer data and KPIs to continuously improve interactions and outcomes
• Identify emerging trends and innovations in customer experience management

Qualifications

• A degree in Business, Marketing, Engineering or a related field, plus relevant work experience
• Strong project and stakeholder management skills 
• Experience with agile methods is a plus
• A proactive, solution-oriented approach with strong analytical thinking
• Excellent communication skills in English; German is an advantage
• Experience in logistics or shipping is helpful

We offer We offer:

• The opportunity to introduce solutions that you are individually convinced of, and to constantly take on fresh challenges with a distinguished level of responsibility
• Excellent career development opportunities, supported by a spacious range of training and development courses
• Competitive remuneration (13 salaries + vacation pay) and various additional benefits, as well as a permanent employment contract with a financially healthy company
• A minimum of 28 days of vacation, flextime, capital-forming benefits, company pension plan
• Company restaurant with everyday fluctuating, great-quality dishes to choose from as well as coffee bar
• Centrally located between the main train station and Jungfernstieg as well as subsidized public transportation
• Blended work model: 3 days a week at our headquarters in the heart of Hamburg and 2 days a week of mobile work
• Health and company sports programs (e.g. yoga, sailing, company doctor, etc.) as well as bicycle leasing
• Please use our online tool for applying with us.
• We ask staffing consultants and recruiting firms to refrain from sending us unsolicited profiles and CVs of potential candidates for this or other positions advertised on our website.

About Us With a fleet of 287 modern container ships and a Vessel Capacity 2.2 million TEU, as well as a Container Capacity 3.2 million TEU including one of the world’s largest and most modern reefer container fleets, 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 139 countries. Hapag-Lloyd has a container capacity of 11.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 114 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 deal with terminal-related activities and provide complementary logistics services at selected locations.