Head of Customer Centricity

Do you enjoy building solid and long-lasting relationships to maximize customer satisfaction and ensure business growth? And are you a strategic thinker who appreciates aligning overall business goals with stakeholder management?

As the Head of Customer Centricity at NORDEN, you will be in charge of building our internal approach towards selling our offerings to key accounts. You will be developing and anchoring a new and innovative sales approach across our functional teams and products of Logistics, Decarbonisation and Chartering, supporting NORDEN’s strategic priority.

The position is part of a newly established strategic pillar.

Key role in a new era of customer focus in NORDEN
At NORDEN we have a stated vision of becoming even more customer centric. This position is central in NORDEN's commitment to our customers, especially now that we are present across all segments ranging from Parcelling & Project cargoes to Capesize on the dry cargo side and from Handy to LR on the tankers side.

You will be in our office in Copenhagen and will have people, located both in Denmark and Singapore, reporting directly to you. Besides this, you will be part of a leadership team reporting to the Chief Operating Officer of Asset & Logistics.

Your core mission?
To design a strategic approach through a suitable segmentation, with the goal of servicing key customers with tailored contracts, ensuring longer engagements. All while identifying and upskilling the right NORDEN colleagues, standardizing our market approach and leveraging our strong brand.

This role is not just about customers; it is about enabling our entire business to perform better through people connecting with people and understanding each customers' needs.

The task that awaits you
To excel in the position, you can visualise and act upon the development of the new business domain within NORDEN. Further, you align with the below statements, which will be you and your teams’ responsibilities:

• Segmenting and maintaining customers across segments and business units.
• Serving as the main point of contact, while building and nurturing trusted and long-lasting relationships.
• Collaborating with chartering, structuring their service, marketing, and additional sales to ensure the customers are served appropriately.

• Developing strategies to grow existing accounts and ensure quality of service and sales across our segments.
• Gaining a deeper understanding of the customer’s needs and expectations, through relations on all levels.
• Developing important leads and sales strategies for all business units and products, through customer, trade and commodity research.
• Developing your team and grow the customer-centric approach across the entire organisation.
• Onboarding and collaborating with our global offices, making them our customer ambassadors.

Your competencies and core qualifications
Besides being able to see yourself building a new business area within NORDEN around the above-mentioned topics, it is important that you can see yourself in the below statements:

• You have a proven account management background and proven history from Shipping or adjacent industry.
• You are familiar with shipping-related contract structures and SOP’s.
• You hold at least 3-5 years of people management experience.
• You are enthusiastic about sales and servicing of customers.
• You have a strategic and structured approach.
• You have an ability to operate within all hierarchical layers of an organisation and stakeholders.
• You can motivate colleagues and team members.
• You have an engaging, outgoing and convincing personality.

If you want to become impactful, working with stakeholders across various levels while building the strategic foundation around the area, this position might very well be something for you.

Application
Please upload your motivation letter, resume, and relevant diplomas via our website as soon as possible and no later than 19th of May 2024. We review applications and interview candidates on an ongoing basis.

NORDEN values diversity in thought, educational background, and professional competencies and therefore encourage all qualified candidates to apply for the position.

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Our company
NORDEN is a global provider of ocean-based freight services for bulk and project cargo of all sizes. We integrate freight solutions with port logistics, helping our customers to optimise and decarbonise supply chains. We provide tailored solutions based on flexibility, reliability and intelligence.

Our agile business model ensures stability by continuously adapting our fleet to market developments and customer needs.

Founded in 1871, NORDEN is one of Denmark’s oldest internationally operating shipping companies. Incorporated in Denmark, we are listed on Nasdaq Copenhagen as a part of the OMX Nordic Large Cap index.

With 14 offices across 6 continents, NORDEN is a truly integrated part of global trade.