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CX Team Lead- Uganda & RwandaMaersk · Uganda, Kampala
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Maersk

company page ↗ Visa Sponsoring Company

CX Team Lead- Uganda & Rwanda

✓ This company has sponsored visas before. The posting doesn't say so, but it's still worth applying.

🗓️ Posted 2026-10-16 Uganda, Kampala Full-time Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market 2,500,000 DKK–4,500,000 DKK/mo

About the Company

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. Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic infor

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.