Ocean Customer Experience Team Lead - Japanese Speaker

About the role

We are looking for an experienced Ocean Customer Experience (CX) Team Lead who is fluent in Japanese to drive the execution of our CX strategy, ensure high‑quality issue resolution and continuously improve operational processes. You will act as a bridge between strategy and day‑to‑day execution, leading a dedicated team within Maersk’s Ocean division.

Key responsibilities

• Translate Ocean CX goals into daily and weekly team plans and monitor execution.
• Manage team performance through KPIs, coaching, and regular follow‑ups.
• Ensure first‑time, high‑quality customer issue resolution with minimal escalations.
• Identify process gaps and lead improvement initiatives.
• Support rollout and adoption of new systems and platforms, ensuring team readiness.
• Act as escalation point and coordinate with stakeholders to remove blockers.
• Develop team capability through people management and coaching.

Required profile

• Proven experience in Customer Experience, Ocean product operations, or similar logistics environments.
• Strong team‑management and coaching abilities.
• Excellent stakeholder communication and coordination skills.
• Result‑oriented, able to work under pressure and meet tight deadlines.
• Fluent English (spoken and written) and near‑native proficiency in Japanese, with solid understanding of Japanese business culture.

Required skills

What we offer

• A diverse and inclusive workplace committed to equal opportunity.
• Support for reasonable accommodations during the recruitment process.