CX Team Lead - Uganda & Rwanda

About the role

Maersk is seeking a Customer Experience (CX) Team Lead to lead its Customer Experience organization across Uganda and Rwanda. The role suits a customer-focused, commercially minded professional who wants to build high-performing teams, drive operational excellence and deliver strong customer experiences across Ocean and Logistics & Services.

Key responsibilities

• Deliver an integrated, proactive and customer-centric experience across Ocean and Logistics & Services, turning customer insights into practical solutions.
• Drive proactive customer support, issue resolution and escalation management across cross-functional teams, and ensure a single coordinated Maersk approach.
• Develop, maintain and test business continuity plans for critical customer processes.
• Lead, coach and mentor CX professionals, train them on global standards, SOPs and best practices, and drive engagement, onboarding, performance management and development.
• Collaborate with Global Service Centre (GSC) leaders on performance, planning and workforce needs.
• Support customer retention, growth and volume protection, identify upselling and cross-selling opportunities, monitor volume trends and support business planning.

Required profile

• Bachelor's degree in Business, Logistics, Supply Chain, Commerce or a related field.
• Minimum 5 years of leadership experience managing teams in Customer Experience, Logistics, Supply Chain, Freight Forwarding, Shipping or a related industry.
• Proven experience leading and developing high-performing teams, and managing complex customer relationships and escalations.
• Commercial awareness with experience supporting growth, retention and profitability.

Required skills

• Strong leadership, coaching and people development capabilities.
• Excellent stakeholder management and influencing skills.
• Data-driven decision-making and analytical skills, with effective problem-solving and escalation management.
• Strong communication and relationship-building skills, able to work in a fast-paced environment.