CX Team Lead – Uganda & Rwanda

About the role

Maersk is looking for a CX Team Lead to head its Customer Experience organization across Uganda and Rwanda. This leadership role focuses on delivering integrated, proactive service across Ocean and Logistics & Services while driving growth and operational excellence.

Key responsibilities

• Lead, coach and develop Customer Experience teams in Uganda and Rwanda, ensuring high performance and adherence to global standards.
• Deliver a proactive, consistent, customer‑centric experience across Ocean and Logistics & Services, translating insights into practical solutions.
• Manage issue resolution, escalation processes and 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 in Customer Experience, Logistics, Freight Forwarding or similar industry.
• Proven ability to lead high‑performing teams and manage complex customer relationships.
• Strong commercial awareness, data‑driven decision‑making and analytical skills.
• Excellent stakeholder management, communication and problem‑solving abilities.