Thomas Smith is a market leader in the shipping industry, striving for success in every facet of its business sectors and enthusiastic to make both its customers and its teams feel fulfilled. Our sterling service is built on years of experience and on our belief in investing in our workforce, enabling us to share and continue building on the knowledge gained from our long-standing position in the industry.


The company is looking for a dedicated and self-motivated individual to join the management team as a Customer Experience Manager. The Individual will be working alongside other team managers and peers, reporting to the Shipping Managing Director.


Responsibilities of the Role:

  • Improving the efficiency of processes in the Shipping Divisions, with the aim of enhancing customer loyalty, satisfaction, and retention by optimising interactions between the customer and the organisation.
  • Ensuring our Quality Management System is well maintained, by driving towards continual improvement and digitalisation of processes providing our customers easy access to our range of services.
  • Organising client statistics and providing business data analytics.
  • Liaising with sub-contractors, ensuring that the service provided is in line with the established service level agreements.
  • Maintaining our client data protection system in line with GDPR regulations together with other departmental managers and the Data Protection officer.
  • Managing the internal audit function for both GDPR and ISO 9001:2015 systems.
  • Guide our managers & their teams to implement the necessary changes to ensure the delivery of high-quality service to customers.
  • Defining and implementing work processes as well as training personnel to ensure the various teams work in an efficient manner.
  • Working closely and collaboratively with all management teams to ensure customer requirements are met and escalating issues where necessary.



Skills Required:

  • Customer service, as well as communication skills; being well versed in effectively interacting with clients to ensure we are meeting their expectations.
  • Strong leadership skills, personal motivation and drive, to inspire the team and give them direction whilst implementing improvements to services provided.
  • Change Management & Lean Management
  • Strong organisational & delegation skills.
  • Problem solving and decision-making skills.
  • Data analytical skills.
  • Innovation and creative thinking skills.
  • Possess a positive can-do attitude and have a drive to work hard in a fast-paced environment.
  • Computer-savvy with proficiency in Microsoft Excel.
  • Market knowledge of IT & software suppliers to implement digitalisation of processes.
  • Experience in managing client relationship management systems.



Preferred Qualifications and Experience 

  • Diploma or bachelor’s degree in business administration, management studies, supply chain management, or in a related discipline
  • Proven experience in a similar position

Preference will be given to individuals with a background in Quality Management Systems & with a good knowledge of software tools and applications.

An attractive salary package in line with qualifications and experience is being offered.

Interested candidates are to send their CV together with a motivation letter by email to the HR Team at