CX Team Lead- Uganda & Rwanda

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 and commercially minded professional who is passionate about developing high-performing teams, driving operational excellence, and delivering exceptional customer experiences across Ocean and Logistics & Services.

As the CX Team Lead, you will be responsible for leading and coaching the Uganda and Rwanda Customer Experience teams, ensuring strong execution of customer commitments, driving customer satisfaction, supporting business growth, and creating a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities:

Deliver an Integrated Customer Experience

• Lead the team in delivering a proactive, consistent, and customer-centric experience across Ocean and Logistics & Services.
• Translate customer insights into practical solutions that create value and strengthen customer relationships.
• Drive proactive customer support, issue resolution, and effective escalation management across cross-functional teams.
• Ensure customers experience one coordinated Maersk approach across all products and services.
• Develop, maintain, and test business continuity plans for critical customer processes.

Lead and Develop the Customer Experience Team

• Lead, coach, mentor, and develop Customer Experience professionals across Uganda and Rwanda.
• Build a high-performing team with strong operational, commercial, and customer management capabilities.
• Ensure team members are trained on global standards, customer SOPs, and best practices.
• Drive employee engagement, onboarding, performance management, and development initiatives.
• Collaborate closely with Global Service Centre (GSC) leaders on performance, planning, and workforce needs.

Drive Growth and Commercial Performance

• Support customer retention, growth, and volume protection initiatives.
• Identify and promote upselling and cross-selling opportunities across Maersk solutions.
• Monitor volume trends and support business planning activities.
• Drive customer outcomes that support both service excellence and profitable growth.

What Success Looks Like

• Excellent customer service delivery and responsiveness.
• High customer satisfaction (NPS/CSAT) performance.
• Strong customer retention and growth.
• Effective risk management and issue resolution.
• Consistent adherence to customer SOPs and business processes.
• Improved team engagement and performance.
• Data-driven decision-making and resource planning.
• Strong collaboration across Operations, Commercial, Product, and GSC teams.

Who We Are Looking For

Someone With:

• Bachelor’s Degree in Business, Logistics, Supply Chain, Commerce, or a related field.
• Minimum 5 years’ leadership experience managing teams within Customer Experience, Logistics, Supply Chain, Freight Forwarding, Shipping, or a related industry.
• Proven experience leading and developing high-performing teams.
• Strong understanding of Ocean and Logistics & Services products.
• Experience managing complex customer relationships and escalations.
• Commercial awareness with experience supporting growth, retention, and profitability initiatives.
• Strong leadership, coaching, and people development capabilities.
• Excellent stakeholder management and influencing skills.
• Customer-focused with a passion for service excellence.
• Strong business acumen and commercial judgement.
• Data-driven decision-making and analytical skills.
• Effective problem-solving and escalation management abilities.
• Strong communication and relationship-building skills.
• Ability to thrive in a fast-paced and dynamic environment.

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