Customer Experience Team Leader

About the role

We are looking for a Customer Experience Team Leader to drive our CX strategy in Dakar. You will lead a team that delivers high‑quality service, adopts digital solutions and continuously improves customer satisfaction across the region.

Key responsibilities

• Define and execute the area’s Customer Experience strategy and outcomes.
• Promote adoption of digital tools for customers and CX teams.
• Implement cost‑saving initiatives while maintaining safety and reliability standards.
• Identify and develop revenue‑optimising opportunities.
• Support and critique decisions related to Maersk Integrated Management Systems.
• Monitor and improve customer satisfaction, building strong relationships with key accounts.
• Represent the customer voice across the organisation and ensure alignment with company vision.
• Review and update SOP/IOPs, manage exceptions and drive cross‑functional collaboration.
• Partner with Global Service Centre to enhance efficiency and resolve recurring delivery issues.
• Onboard, coach and develop team members to create a consultative, value‑added service culture.

Required profile

• Proven leadership experience in a customer‑facing environment.
• Strong understanding of customer experience principles and digital adoption.
• Ability to analyse costs, drive efficiencies and identify revenue opportunities.
• Excellent communication and stakeholder‑management skills.
• Experience leading change‑management and transformation initiatives.

Required skills

What we offer

• A culturally diverse, international work environment.
• Opportunities to work with innovative digital solutions.
• Commitment to professional development and ethical business practices.