EDMUND SASU
CUSTOMER RELATIONS MANAGEMENT
Lagos
Summary
Results-oriented executive with over 20 years of experience leading high-performing teams across logistics, customer service, and operations. Demonstrated success in driving business transformation, optimizing operational efficiency, and fostering a performance-driven culture. Skilled in executing strategic visions and improving customer satisfaction through innovation and cross-functional collaboration. Adept at building relationships with key stakeholders, and enhancing profitability. Experienced in leading customer-focused strategies to boost satisfaction and loyalty. Utilizes a blend of innovative thinking and practical solutions to enhance service delivery. Proven track record of fostering team collaboration and driving operational improvements to meet evolving customer needs.
Overview
17
17
years of professional experience
2025
2025
years of post-secondary education
1
1
Certification
Work History
Country Head of Customer Experience
Maersk Nigeria Limited
12.2021 - Current
- Spearheaded the transformation of customer experience, aligning customer strategies with business objectives to drive operational efficiency and elevate service delivery across the region
- Developed and executed a comprehensive human resources strategy, fostering a high-performance culture that improved employee engagement scores by 6%, enhancing productivity and team morale
- Cultivated strategic relationships with key internal and external stakeholders, including government agencies, to facilitate smooth operations and ensure alignment with customer-centric goals
- Led the cross-functional collaboration of teams to ensure an exceptional end-to-end customer journey, resulting in enhanced loyalty and retention rates
- Demonstrated strong leadership in navigating complex operational challenges and ensuring business continuity while maintaining customer satisfaction at high levels
Country Customer Experience & Delivery Manager
Maersk Ghana Limited
10.2020 - 11.2021
- Led the strategic planning and execution of customer experience initiatives, ensuring the efficient delivery of logistics services and surpassing customer satisfaction targets
- Orchestrated a comprehensive review of operational delivery processes, identifying key areas for improvement and optimizing workflows to maximize service quality
- Strengthened relationships with government and private sector stakeholders to ensure operational efficiency and alignment with national trade and logistics objectives
- Consistently delivered a top-tier NPS of +32, a testament to the success of customer experience strategies and the focus on customer-centric service delivery
Sales Manager
Maersk Ghana Limited
10.2019 - 08.2020
- Drove revenue growth and market share expansion by leading the sales team to exceed targets in ocean and logistics services, enhancing the customer value proposition
- Played a pivotal role in securing large-scale logistics contracts, including strategic partnerships with key clients, contributing to significant revenue generation and market penetration
- Worked closely with operations teams to ensure the seamless delivery of customized logistics solutions, enhancing overall customer satisfaction and retention
Customer Service Manager
Maersk Ghana Limited
02.2015 - 09.2019
- Provided strategic direction for the country’s customer service function, aligning with global business goals to optimize customer satisfaction and operational efficiency
- Led the adoption and integration of global digital initiatives, enhancing e-business capabilities and increasing customer self-service adoption
- Successfully managed the transition to a paperless cargo release process amid a cyber-attack, maintaining customer trust and delivering strong service continuity under challenging conditions
- Drove a cultural shift toward innovation, fostering high levels of engagement in digital and process improvements, including a 98% adoption rate of e-commerce for exports
Country Human Resources Manager
Maersk Ghana Limited
02.2011 - 01.2015
- Led the development and execution of HR strategies aligned with the company’s business vision, driving organizational performance and talent retention
- Cultivated a strong corporate culture by navigating complex industrial relations issues, resulting in a highly productive and collaborative workforce
- Negotiated competitive health insurance coverage, delivering cost-effective benefits without compromising quality
- Championed employee engagement initiatives, contributing to significant improvements in workforce satisfaction and alignment with company values
Process Excellence Manager
Maersk Ghana Limited
07.2008 - 04.2014
- Drove business transformation through process excellence initiatives, identifying operational inefficiencies and leading cross-functional teams to implement continuous improvements
- Oversaw large-scale projects aimed at increasing productivity and reducing costs, delivering measurable outcomes in both local and global operations
- Partnered with regional leadership to successfully implement global process improvement initiatives, ensuring scalability and alignment across operations
Process Improvement Consultant
Maersk South Africa
11.2007 - 06.2008
- Led process improvement initiatives across the Africa region, identifying opportunities for operational optimization and cost reduction
- Provided strategic coaching and mentoring to senior leaders, embedding a culture of continuous improvement and operational excellence
- Successfully facilitated the rollout of global process initiatives within the region, contributing to overall business performance enhancements
- Completed Green Belt Six Sigma certification, applying data-driven methodologies to enhance operational efficiency
Education
Project Management Certification -
Certification Edge
Maersk Africa Leadership Development Programme - Graduated with Honors
University of Stellenbosch Business School
Executive MBA - Human Resources
University of Ghana
Bachelor of Commerce - Second Class Honors, Upper Division
University of Cape Coast
Skills
- Executive Leadership & Strategy
- Transformation Leadership
- Operational Efficiency Management
- Customer Experience & Relationship Management
- Change Management & Organizational Development
- Stakeholder Engagement & Influence
- Crisis Management & Risk Mitigation
- Process Optimization & Innovation
- Talent Development & Team Leadership
- Data-driven decision making
- Strategic thinking
Certification
Green Belt
Timeline
Country Head of Customer Experience
Maersk Nigeria Limited
12.2021 - Current
Country Customer Experience & Delivery Manager
Maersk Ghana Limited
10.2020 - 11.2021
Sales Manager
Maersk Ghana Limited
10.2019 - 08.2020
Customer Service Manager
Maersk Ghana Limited
02.2015 - 09.2019
Country Human Resources Manager
Maersk Ghana Limited
02.2011 - 01.2015
Green Belt
09-2008
Process Excellence Manager
Maersk Ghana Limited
07.2008 - 04.2014
Process Improvement Consultant
Maersk South Africa
11.2007 - 06.2008
Maersk Africa Leadership Development Programme - Graduated with Honors
University of Stellenbosch Business School
Executive MBA - Human Resources
University of Ghana
Bachelor of Commerce - Second Class Honors, Upper Division
University of Cape Coast
Project Management Certification -
Certification Edge
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