Position:                                  Head of Regional Customer Service, APAC

Hierarchy Level:                      Head of

Functional Family:                  Sales

Sub Function:                          Sales Leadership

Job Description

The APAC Head is responsible for leading a high-performing regional customer service organization that delivers a consistent, customer-centric experience across the Asia Pacific region. This role drives operational excellence through strong people leadership, customer satisfaction initiatives, process standardization, automation, KPI-driven performance management, and cross-functional collaboration. The incumbent will partner closely with Sales, Operations, Technical Support, IT, Master Data, and regional leadership teams to improve service delivery, increase operational efficiency, and support the organization's growth strategy.

Job Responsibilities:

• Align customer service strategy and priorities with global and regional business objectives.
• Lead and develop the APAC Customer Service team through coaching, performance management, succession planning, and capability development.
• Establish a high-performance culture with clear accountability, service standards, and customer-focused behaviours.
• Drive customer satisfaction by improving responsiveness, issue resolution, escalation management, and customer communications.
• Analyse customer feedback and service performance trends to identify improvement opportunities and implement corrective actions.
• Manage and optimize customer service operations to ensure efficient order management, complaint handling, and inquiry resolution.
• Lead process standardization and continuous improvement initiatives across APAC to enhance efficiency, consistency, and service quality.
• Champion automation, digitalization, and Digital Contact Centre (DCC) adoption to improve productivity and operational effectiveness.
• Identify and resolve operational bottlenecks by partnering with Sales, Operations, IT, Technical Support, and Master Data teams.
• Establish and manage KPI dashboards, performance reporting, and service metrics to support data-driven decision-making.
• Provide regular business reviews, operational insights, and performance updates to regional and global leadership.
• Foster strong cross-functional partnerships to drive alignment, problem-solving, and execution of regional business priorities.
• Ensure compliance with company policies, quality standards, and customer service best practices.
• Lead initiatives that improve customer experience, operational performance, employee engagement, and business growth.

Qualifications:

• Master’s degree/ diploma in in a relevant field. Extensive and demonstrated expertise may substitute for the required degree.
• More than 10 years of professional and management experience in the relevant field.
• 5-8 years of relevant APAC leadership experience in a comparable regional customer service function, ideally gained within an international, product-based organisation in a similar or related industry, operating within a highly matrixed, multinational environment.
• Demonstrated success leading complex customer service optimization projects or change initiatives across cross-border and matrixed environments.
• Experience in leading, developing, and inspiring high-performing teams while influencing diverse stakeholders across the organization.
• Strong strategic, analytical, and entrepreneurial skills, with the ability to translate strategy into execution and deliver tangible results.
• Thrives in fast‑paced environments, effectively managing multiple customer / sales priorities while driving continuous improvement and innovation through new ideas and solutions to enhance customer service operations.
• Demonstrated ability to operate effectively in dynamic and evolving business environments, with a hands-on and adaptable approach when required.
• Familiarity with ERP systems and digitalization initiatives; experience with SAP S/4HANA and MS Dynamics CRM are highly advantageous.
• Business‑fluent English with excellent communication, negotiation, and stakeholder management skills.
• Willing to travel up to 30% due to business needs

Professional Competencies:

• Achievements
• Analytical skills
• Business and financial acumen
• Communication
• CRM
• Cultural Fit
• Experience
• Leadership
• Initiative
• Professional suitability
• Negotiation skills
• Process optimisation knowledge
• Strategic planning

Culture Competencies:

• Become better everyday
• Break new ground
• Champion customers satisfaction
• Demonstrate ownership
• Encourage and empower
• Lead with values and by example
• Trust and collaborate