CX Team Lead- Uganda & Rwanda
Core
Lead the Customer Experience organization across Uganda and Rwanda to drive operational excellence, customer satisfaction, and business growth for Ocean and Logistics & Services.
Role type
Senior IC Customer Experience Team Lead
Builds
Customer experience processes and team capabilities for Ocean and Logistics & Services
Domain
Global Trade / Logistics / Supply Chain
Required skills
Team leadership and coaching, Customer experience management, Operational excellence, Business growth and retention strategies, Escalation management, Commercial awareness, Stakeholder management, Data-driven decision-making, Process improvement, Cross-functional collaboration
Preferred skills
Experience in Freight Forwarding or Shipping, Knowledge of global service center operations, Ability to thrive in dynamic environments
Technologies
N/A
Responsibilities
Lead and coach Customer Experience teams in Uganda and Rwanda, Drive customer satisfaction and retention initiatives, Manage complex customer escalations and issue resolution, Develop business continuity plans for critical customer processes, Support business planning and volume trend monitoring, Collaborate with Global Service Centre leaders on performance and workforce needs
Seniority
Senior, hands-on IC