Customer Experience Team Lead – Uganda & Rwanda

About the role

At Maersk we are transforming global trade by connecting and simplifying our customers' supply chains. We are seeking a CX Team Lead to lead our Customer Experience organization across Uganda and Rwanda. This is an exciting leadership opportunity for a customer‑focused, commercially minded professional passionate about building high‑performing teams, operational excellence and exceptional customer experiences across Ocean and Logistics & Services.

Key responsibilities

• Deliver an integrated, proactive and customer‑centric experience across Ocean and Logistics & Services.
• Lead, coach and develop the Customer Experience teams in Uganda and Rwanda, building strong operational and commercial capabilities.
• Drive proactive support, issue resolution and escalation management across cross‑functional teams.
• Develop, maintain and test business continuity plans for critical customer processes.
• Support customer retention, growth and volume protection initiatives, identifying upselling and cross‑selling opportunities.
• Monitor volume trends and contribute to business planning and profitable growth.

Required profile

• Bachelor's degree in Business, Logistics, Supply Chain, Commerce or related field.
• Minimum 5 years' leadership experience managing Customer Experience or related teams in logistics, freight forwarding or shipping.
• Proven track record of leading and developing high‑performing teams.
• Strong understanding of Ocean and Logistics & Services products.
• Commercial awareness with experience supporting growth, retention and profitability initiatives.
• Excellent stakeholder management, communication and problem‑solving skills.