Head of Customer Experience

Our 30-year journey rides on the passion of over 27,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 650+ diverse types of vessels.

Headquartered in Hong Kong SAR, China, we operate on a global scale having 27 offices in 12 countries. Our client base spans over 100 world-class ship owners, including Fortune 500 companies from China, Greece, India, Japan, Korea, Netherlands, Norway, Turkey and the USA, among others.

In a shore career at FLEET, you will be working with a team of a highly passionate, self-driven and committed group of people. We aim to be a place where you can achieve your full potential, regardless of your background. We are looking for individuals who are ambitious about making a strong contribution to FLEET’s short and long-term sustainable growth – whether you are dealing directly with clients or working in a role supporting the business, such as technology, legal or communications.

Job Position Summary 

At Fleet Management, we’re not just managing ships; we’re revolutionising maritime operations through cutting-edge technology. As Head of Customer Experience, you’ll be at the helm of our user experience strategy, ensuring our in-house IT product ecosystem, PARIS, delivers unparalleled value to our maritime operations running globally.

You’ll lead a talented crew of Product team members (including Business Analysts and QA Engineers), UI/UX Designers, and Customer Support/Training, transforming user feedback into actionable insights that drive the evolution of PARIS. 
Your mission: to make PARIS the gold standard for maritime software in ship management enhancing the daily operations of our 600+ ships and 25,000+ seafarers.

Reporting directly to the CTO, you’ll collaborate with C-level and other senior leadership to align our technology with the unique demands of the maritime industry. This is your opportunity to shape the future of maritime technology and leave a lasting impact on an industry in the midst of digital transformation.\

Key Roles and Responsibilities 
As the Head of Customer Experience, your typical day will include:

Chart the Course : Strategic leadership of the Customer Experience function

• Architect a comprehensive customer experience strategy that transforms user insights into actionable improvements, leveraging advanced analytics and user research to identify breakthrough opportunities that will revolutionise how PARIS serves maritime operations
• Champion a user-obsessed culture where intuitive design and seamless accessibility drive every product decision, ensuring PARIS becomes the gold standard for maritime software user experience
• Lead and scale a high-performing, cross-functional organisation encompassing Product Teams (Business Analysts, QA Engineers), UI/UX Designers, and Customer Training specialists—fostering innovation while delivering practical, market-leading solutions
• Define and track meaningful success metrics including Net Promoter Score, user adoption velocity, and feature utilisation rates, establishing PARIS as the benchmark for excellence in maritime technology

Navigate Stakeholder Waters : Engagement & Influence

• Partner strategically with C-suite executives and senior leadership to identify transformational opportunities where PARIS can deliver unprecedented value to both shore-based operations and seafaring teams
• Transform complex user data and behavioural insights into compelling strategic narratives that drive organisational change and secure executive buy-in for ambitious customer experience initiatives 
• Build influential cross-departmental alliances spanning IT and Fleet operations, embedding customer-centricity into the DNA of every PARIS touchpoint and business process
• Engage with industry thought leaders, technology innovators, and maritime experts to position Fleet at the forefront of customer experience evolution
• Monitor competitive landscape and emerging maritime technology trends to identify strategic opportunities for PARIS to maintain its competitive advantage

All Hands on Deck : Technical Leadership & Delivery

• Direct the end-to-end development and deployment of PARIS capabilities that delight users, ensuring every interface, workflow, and interaction delivers exceptional value to diverse user communities from maritime professionals to shore-based operators
• Orchestrate comprehensive user validation processes including usability testing, feedback integration, and iterative refinement cycles that transform PARIS into an indispensable tool users actively champion
• Lead sophisticated process mapping initiatives using frameworks such as Lean or Six Sigma to systematically analyse current workflows, identify bottlenecks, and uncover high-impact opportunities for operational effectiveness improvements that directly enhance user productivity and satisfaction
• Balance visionary strategic thinking with tactical execution excellence, personally engaging in critical technical decisions and challenging conventional approaches to drive breakthrough innovation
• Lead transformational change management initiatives including comprehensive process reengineering and organisational readiness programs, ensuring PARIS implementations deliver measurable business transformation rather than simple system upgrades

Relationship

INTERNAL: 

• Product Team covering Business Analysts and QA Engineers (based in HK & India)
• Development Teams (based in HK & India); Ops & Support (based in HK & India)
• Internal Stakeholders – including up to C-level / Board level directors (Global)

EXTERNAL:

• Interaction with vendors/third parties

Job Experience, Functional Knowledge and Qualifications 

ESSENTIAL:

• 10+ years of progressive customer experience leadership experience, with 5+ years leading large-scale, multi-disciplinary teams across regional/global operations covering Product Management, User Experience Design, and Customer Success functions
• Proven track record of developing and scaling enterprise-level customer-centric organisations from foundational product development through to advanced customer experience implementations with demonstrable business impact on satisfaction, retention, and product adoption across multiple markets or business units
• Deep technical foundation across the customer experience spectrum:
  • Product Management - hands-on experience with enterprise product roadmaps, feature prioritisation, process mapping and agile development methodologies at scale
  • User Experience Leadership - practical experience in UX/UI design principles, user research and usability testing across diverse user bases and markets
  • Customer Training & Support - strategic knowledge of developing change management to enable smooth customer onboarding and distributed support operations
  • Quality Assurance - understanding of enterprise QA processes, automated testing methodologies, and product quality standards across complex product suites
• Strategic leadership capabilities with experience in mentoring and developing geographically distributed team members
• Demonstrable evidence in setting enterprise product vision and translating complex customer requirements into scalable technical solutions
• Executive communication skills - ability to present customer insights and product recommendations to C-level stakeholders across multiple business units and influence strategic product direction at an enterprise level
• Bachelor's Degree in Product Management, User Experience, Computer Science, Business, or related technical field

DESIRABLE:

• Masters degree in Product Management, User Experience Design, Computer Science, Business Administration (MBA) or related discipline with focus on enterprise-scale customer-centric product development
• Global transformation experience - track record of leading large-scale customer experience initiatives across multiple regions or business units in technology companies undergoing significant product evolution or digital transformation
• Technical certifications in Enterprise Product Management (e.g., Certified Scrum Product Owner, SAFe Product Owner), Advanced UX Design or Lean Six Sigma at enterprise scale
• Enterprise software, SaaS, or complex internal IT product experience with understanding of multi-tenant, scalable technical product complexities and diverse enterprise customer needs across different markets
• Emerging technologies experience - practical experience implementing innovative customer experience solutions including AI-powered support, advanced personalisation, or predictive analytics in large-scale production environments serving a large user base

Competencies 

• Analysis & Problem Solving: Uses a systematic approach to root cause analysis on complex problems to identify underlying trends and put forward well-thought-out solutions to address the causes and reduce risk.
• Listening & Communicating: Is effective in communicating his vision with a wider audience. A good communicator knows when to use which channel, and which tone of voice in order to drive maximum impact.
• Collaboration, Inclusion & Teamwork: A great team player who pro-actively goes out there to encourage, support and recognise work performed by others. The person is always trying to find common ground to share his ideas and experience.
• Customer Focus: Proactive in maintaining relationships and managing customer expectations effectively. Takes a partnership approach to solve problems and improve service standards using data to define continuous improvement
• Planning & Organising: Uses technology and tools to drive effective project planning with projects having clear success criteria and milestones. Escalates in a timely manner and seeks feedback with all colleagues throughout the execution phase mitigating risks as they arise.
• Initiative: Always looks for opportunities to improve efficiency and effectiveness in their own and other peoples work backed by clear rationale and benefits to the business. Role models desired change behaviour and uses external best practice as reference.
• Accountability: Sets high work and ethical standards for self and others including budget management, work quality, timelines. Ensures that tasks and projects within responsibility areas meet promises made. Acknowledges mistakes openly identifying learnings to be applied.
• Resilience & Managing Well-being: Maintains continuing high-performance standards when under additional pressure, higher workload or in changing circumstances. Recovers quickly from setbacks or feedback, applying lessons learnt. Maintains composure in stressful situations.
• Adaptability: Takes a leadership role in supporting colleagues through business change initiatives. Identifies improvements in line with changing business strategies. Puts themselves in place of the people being impacted when implementing change
• Industry & Business Acumen: Demonstrates strong understanding of operational and financial realities to prioritise initiatives. Uses industry insights to foster collaboration and break down silos, while justifying business cases for investment with a focus on return on investment (ROI). Carefully assesses implications of decisions on stakeholders balancing safety, customer and operational requirements
• Setting Direction & Planning: Develops a clear and ambitious strategy for the team that matches FML's overall goals. Involves key team members in planning to ensure their support and commitment. Sets clear milestones and metrics to keep plans on track and holds regular meetings to give feedback and monitor progress
• Including and Empowering the Team: Champions inclusivity and diversity by actively seeking out and valuing diverse perspectives. Empowers colleagues through trust-based delegation, fostering accountability and growth opportunities. Prioritises team well-being by implementing flexible work arrangements and actively soliciting and respecting the views of all stakeholders.
• Developing Organisational and Team Capability: Strategically maps team skills against long-term business needs, developing comprehensive talent acquisition and succession plans. Fosters a collaborative environment to empower talented individuals to take on expanded responsibilities. Prioritises holistic well-being of colleagues, ensuring a balanced approach to health, enjoyment, and contribution at work.
• Driving High Performance:  Sets industry-leading strategies and expectations, driving team performance towards goals. Addresses root causes of performance issues while demonstrating strong financial acumen and ROI focus. Expertly manages organisational change, including technology-based initiatives, while fostering a values-driven culture aligned with business objectives.

Fleet Management Limited is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.