CX Team Lead
AI summary
Maersk is hiring a CX Team Lead to lead its Customer Experience organization across Uganda and Rwanda. The role focuses on coaching teams, driving operational excellence, and delivering integrated customer experiences across Ocean and Logistics & Services. This is a full-time leadership position based in Kampala.
- Leads Customer Experience teams across Uganda and Rwanda
- Focus on operational excellence and customer satisfaction
- Full-time role with a clear application deadline
- Opportunity to work with a global logistics leader
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, entregador, customer experienceThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in KampalaThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest CX Team Lead evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Maersk and the role in Kampala.
- Add concrete examples related to call_center, entregador, customer experience, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Great Uganda Jobs; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-10-14.
Source and safety check
- Great Uganda Jobs
- Original source link available
- Application method is clear
- Deadline is available: 2026-10-14
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this CX Team Lead role in call_center, entregador?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Kampala under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Maersk before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
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Original source description
CX Team Lead
2026-09-30T08:02:49+00:00
Maersk
https://cdn.greatugandajobs.com/jsjobsdata/data/employer/comp_3781/logo/maersk.png
https://www.maersk.com/
FULL_TIME
Kampala
Kampala
00256
Uganda
Logistics
Management, Customer Service, Transportation & Logistics, Business Operations
UGX
MONTH
2026-10-14T17:00:00+00:00
8
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.
- 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, 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.
- 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.
- Leadership
- Coaching
- People development
- Stakeholder management
- Influencing skills
- Customer focus
- Service excellence
- Business acumen
- Commercial judgement
- Data-driven decision-making
- Analytical skills
- Problem-solving
- Escalation management
- Communication skills
- Relationship-building skills
- Ability to thrive in a fast-paced and dynamic environment
- 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.
- bachelor degree
- 12
- JOB-6abcc2290d261