Maersk Uganda, a leading provider of integrated logistics solutions, is seeking a Customer Experience (CX) Team Lead to oversee its operations in Uganda and Rwanda. The successful candidate will be responsible for leading and coaching the Customer Experience team to deliver exceptional customer experiences across Ocean and Logistics & Services. This role requires a customer-focused and commercially minded professional with experience in developing high-performing teams and driving operational excellence.
The CX Team Lead will be responsible for ensuring strong execution of customer commitments, driving customer satisfaction, and supporting business growth. The role involves translating customer insights into practical solutions that create value and strengthen customer relationships. The ideal candidate will have a Bachelor's degree in Business, Logistics, Supply Chain, Commerce, or a related field, and at least 5 years of leadership experience managing teams within Customer Experience, Logistics, Supply Chain, Freight Forwarding, Shipping, or a related industry.
The successful candidate will be expected to lead and develop the Customer Experience team, building a high-performing team with strong operational, commercial, and customer management capabilities. This involves ensuring team members are trained on global standards, customer SOPs, and best practices, as well as driving employee engagement, onboarding, performance management, and development initiatives. Collaboration with Global Service Centre (GSC) leaders on performance, planning, and workforce needs will also be a key aspect of the role.
The CX Team Lead will play a critical role in driving growth and commercial performance, supporting customer retention, growth, and volume protection initiatives. This involves identifying and promoting upselling and cross-selling opportunities across Maersk solutions, monitoring volume trends, and supporting business planning activities. The role requires strong leadership, coaching, and people development capabilities, as well as excellent stakeholder management and influencing skills.
Maersk Uganda operates inland container depots, warehouses, and offers a comprehensive suite of services including customs clearing, forwarding, and transportation. The company ensures seamless movement of goods for its clients, which include shipping lines, clearing agents, importers, exporters, transporters, and cargo owners. The CX Team Lead will be expected to work in a fast-paced and dynamic environment, with a focus on delivering exceptional customer experiences and driving business growth.
To be considered for the role, applicants should have a strong understanding of Ocean and Logistics & Services products, experience managing complex customer relationships and escalations, and commercial awareness with experience supporting growth, retention, and profitability initiatives. The successful candidate will be expected to thrive in a fast-paced and dynamic environment, with a focus on data-driven decision-making and analytical skills.
Interested applicants can apply online for the CX Team Lead position, which is open until October 28. Maersk Uganda offers a range of logistics solutions, and the successful candidate will be part of a team that is committed to delivering exceptional customer experiences and driving business growth. The company's commitment to operational excellence and customer satisfaction makes it a great place to work for professionals in the logistics and supply chain industry.
Key points
- Maersk Uganda is seeking a CX Team Lead to oversee customer experience across Uganda and Rwanda.
- The role requires a customer-focused and commercially minded professional with experience in developing high-performing teams and driving operational excellence.
- The successful candidate will be expected to drive growth and commercial performance, supporting customer retention, growth, and volume protection initiatives.
