Customer Experience Team Lead (ICX Lead)

About the role

Maersk is seeking a Customer Experience (CX) Team Lead – ICX Lead to drive integrated CX across its vertical portfolio in Kigali, Rwanda. The role will shape the CX function, ensure proactive support, and contribute to sustainable growth of Maersk’s shipping and logistics services.

Key responsibilities

• Deliver an integrated customer experience that aligns with Maersk’s vertical portfolio.
• Map synergies across verticals and lead consultative initiatives to meet specific customer needs.
• Ensure proactive support and issue resolution across cross‑functional teams and all product lines.
• Own, create, maintain and test business continuity plans for critical Ocean and L&S processes.
• Protect business volumes of HSUD and Sealand and manage customer transitions to optimal Maersk segments.
• Develop and sustain a capable CX organization, organizing teams dedicated to verticals.
• Lead, direct and coach CX agents, monitoring development and performance.
• Ensure CX teams are trained to global standards and understand customer‑specific SOPs.
• Build a team with strong local product knowledge and mixed functional/commercial competencies.
• Maintain regular connections with GSC team leaders on performance, planning and people.
• Deliver on integrated CX growth and profitability plans.
• Identify up‑ and cross‑sell opportunities for customers and their supply‑chain partners.

Required profile

• Proven leadership experience in customer experience or similar functions.
• Strong understanding of shipping, logistics, and Maersk’s service portfolio.
• Ability to develop, coach and sustain high‑performing CX teams.
• Experience creating and testing business continuity plans.
• Excellent communication and stakeholder‑management skills.

Required skills

What we offer

• A culturally diverse, stimulating environment with global exposure.
• Values‑driven culture emphasizing teamwork, ethical conduct and continuous improvement.
• Opportunities for professional growth within a leading international logistics company.