Customer Experience Manager - Domestic

Neptune Pacific Direct Line (NPDL) operates market leading brands in shipping and logistics services across 18 Pacific Island markets. The Company is vertically integrated providing supply chain solutions between worldwide markets and the Pacific Islands. NPDL is the largest carrier in its core Pacific Island markets operating eight container ships and servicing 18 Pacific Island nations.

The Customer Experience Manager will oversee and lead the Customer Experience Team whose functions include all landside domestic sales from quotes, bookings, customs clearance (includes biosecurity and fumigation), transport and billing to the customers in Fiji. The role will maintain key customer relationships and work with the functional managers across the Group to provide the best customer service experience for our clients. An essential element to the success of this role will be to ensure all teams successfully achieve their targets and continuously strive to provide the optimum customer experience to achieve the vision of being the Forwarder of choice.

• Responsible for the planning, implementation, managing and running of all the customer service activities.
• Lead, drive and support the customer experience function including end-to-end shipment for domestic sales from quotes, bookings, customs clearance (includes biosecurity and fumigation), transport and billing to the client for all Landside business in Fiji.
• Provide connectivity between Operations team, Logistics, including Transport and Equipment Team, Sales, Finance and our external customers,
• Part of the Fiji Senior Management team, participate in strategy execution across the Fiji Businesses.
• Collaborate with functional heads across the global organisation to ensure the Customer Experience teams are in alignment of all the company objectives.
• Drive Interaction within Customer Experience Leads to ensure consistency and performance of departmental targets and objectives are achieved.       
• Structure tasks and goals, set priorities and efficiently execute with the following considerations:
• Company strategy, Customer and service requirements, Team productivity and Operational capability.  
• Identify, measure, and monitor key performance metrics for each team.
• Drive continuous improvement across functions.
• Provide solutions and take the lead in resolving end-to-end process issues. Take full ownership in resolving cross-team and cross-functional issues.
• Oversee each team’s capabilities and training needs and work with HR to implement training strategies.
• Supports organizational quality, environmental and health and safety initiatives across the businesses.
• Promote One Team, One Brand, One system.
• Manage, motivate, coach and instruct all team members.
• Other tasks as assigned by management.

• Bachelor’s degree preferred or equivalent combination of education and work experience. 
• Minimum 10 years of shipping experience in management/supervisory role
• Extensive working knowledge of one or more customer support systems
• Strong business acumen and excellent commercial knowledge.
• Computer literate and well versed with the standard MS Office suite of applications.
• Effective leadership and coaching skills working with cross-functional teams.
• Proven problem-solving skills as well as strong organizational and interpersonal skills.
• Ability to manage / balance priorities for yourself and the three

Skills

• Demonstrated analytical and quantitative skills
• Intermediate user of MS with expertise in PowerPoint
• Advanced organizational skills and the ability to multitask priorities
• Self-motivated and driven, with ability to work with minimal direction in a fast-paced environment
• Excellent communication and interpersonal skills
• Results driven and customer orientated
• Strong attention to detail and accuracy
• Adaptable and pro-active team player

 Our NPDL Contribution:

• Competitive salary
• Opportunity for development and internal mobility.
• Wonderful Giving - allows you to donate company money to causes of your choice
• Wonderful Neighbor - spend a day in the community helping with various service projects
• Company focused on wellness and health.

If you are a self-starter with an interest in developing your skills in the logistics industry, then this could be you.

To be considered for this role you must have the legal right to live and work in Fiji.

Applications close on 07 August, 2025

All your information will be kept confidential according to EEO guidelines.  

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EEO is the law - click here for more information