Head of Ferry Customer Service, Ferry Commercial

Head of Ferry Customer Service to shape end-to-end service vision across Passenger (B2C) and Freight (B2B), leading transformation from manual, route-specific processes to a global, digitally enabled model.

Requirements

• Senior leadership experience in customer-facing, service-driven operations
• Digital customer-service expertise with experience in modern contact-centre platforms, automation, self-service, and data-driven performance management
• Strong transformation track record, especially in digitalisation and standardisation
• Ability to translate strategy into operational results across complex, matrix environments
• Collaborative, people-centred leadership style that inspires trust and momentum
• Commercial and operational acumen with a focus on cost efficiency and value creation
• Experience in Freight Customer Service is an advantage, but not essential