CX Team Lead – Uganda & Rwanda

About the role

Maersk is seeking a CX Team Lead to oversee the Customer Experience organization across Uganda and Rwanda. This leadership role focuses on delivering exceptional customer experiences across Ocean and Logistics & Services.

Key responsibilities

• Lead and coach the Uganda and Rwanda Customer Experience teams, ensuring execution of customer commitments.
• Drive proactive, consistent, customer‑centric support, issue resolution and escalation management.
• Translate customer insights into practical solutions that add value and strengthen relationships.
• Develop and test business continuity plans for critical customer processes.
• Support customer retention, growth and volume protection initiatives, identifying upselling and cross‑selling opportunities.
• Collaborate with Global Service Centre leaders on performance, planning and workforce needs.

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 ability to lead high‑performing teams and drive operational excellence.
• Strong commercial awareness and experience supporting growth, retention and profitability.
• Excellent stakeholder management, communication and problem‑solving skills.