ICX Lead

Job Description

ICX Lead : JL3

Would you like to be part of a value‑driven, customer‑centric international organization where you help enable global trade every day?
We have an exciting opportunity for a Customer Experience (CX) Team Lead – JL3 to join our team in Kigali, Rwanda. This role plays a critical part in leading and strengthening the Customer Experience function, driving service excellence, and supporting sustainable growth across the Maersk portfolio.

WHAT WE OFFER:

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together. Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

Key Responsibilities:

Deliver an Integrated Customer Experience that uniquely matches the vertical(s) portfolio

• Map synergies across Vertical(s) and lead teams to identify and execute consultative initiatives addressing specific customer needs served by Maersk.

• Ensure Integrated CX drives proactive customer support and issue resolution for seamless customer experience in cross- functional teams, and across all products in scope

• Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S.

• Protect business volumes of HSUD and Sealand, and own customer transition into the best Maersk customer segment

Develop and sustain a capable CX Organization

• Organize, and group, teams dedicated Vertical(s) with regular flows of business irrespective of sales control.

• Leading, directing and coaching CX agents, and monitoring / managing that CX teams are coached and supported to enable their development.

• Ensure CX teams are trained in accordance with global standards, and have in-depth understanding of customer-specific SOPs

• Build a team with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely, and cost efficiently maximize customer value of all ‘By Maersk’ models

• Regular periodic connect with GSC team leaders on performance, planning and people

Delivery on Integrated CX growth and profitability plans

• Up- and cross-sell to all customers, and their supply chain partners (where relevant), in accordance with global policy

• Actively monitor and manage volume trajectory to support business planning (ROFO), and expedite new and additional business conversion

WHO WE ARE LOOKING FORSomeone with:

• Bachelor’s degree in Logistics, Business Administration, Supply Chain, or a related field

• 3–5 years’ relevant experience in a customer experience, operations, logistics, or supply‑chain environment, with demonstrated leadership exposure

Skills & Capabilities

• Strong business acumen with excellent commercial knowledge and understanding of the local market landscape

• Continuous growth and improvement mindset with a global orientation

• Effective leadership and coaching skills, with the ability to develop and motivate teams

• Strong prioritisation and execution capabilities in a dynamic environment

• Cost consciousness with a focus on operational efficiency

• Strong knowledge of, and relationships with, key local stakeholders

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 information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.