Vice President, Customer Experience & Quality
Job Title: Vice President, Customer Experience & Quality – APAC
Role Summary
This senior leadership position heads up the Customer Experience and Quality function for the Asia Pacific region. The core mission is to shape and drive the regional roadmap for service excellence, product integrity, and process optimization. The role is accountable for elevating customer satisfaction, upholding robust quality frameworks, ensuring full regulatory adherence, and fostering a culture of ongoing improvement across production sites, supplier networks, and internal business operations.
As a vital member of the APAC executive team, this leader works hand-in-hand with global partners and cross-divisional stakeholders to raise quality benchmarks, refine customer journeys, and underpin long-term, profitable growth.
Core Accountabilities
Strategic Direction & People Leadership
- Formulate and implement a forward-looking APAC strategy for customer experience and quality that aligns with both regional nuances and worldwide corporate objectives.
- Build, mentor, and inspire a high-calibre regional team, embedding a shared mindset centered on excellence, customer empathy, and proactive problem-solving.
- Provide the executive suite with actionable intelligence on quality trends, customer feedback, and emerging vulnerabilities.
Elevating the Customer Journey
- Spearhead initiatives that enhance every touchpoint of the customer lifecycle, from pre-sale engagement to post-delivery support.
- Define, track, and act upon critical performance indicators such as Net Promoter Score (NPS) and Voice of the Customer (VoC) insights.
- Orchestrate cross-departmental efforts to identify friction points and implement lasting solutions that boost overall satisfaction.
Quality Stewardship & Regulatory Oversight
- Guarantee that all APAC operations meet or exceed relevant quality standards, legal mandates, and industry-specific certifications.
- Direct comprehensive quality assurance protocols, covering supplier evaluation, factory-floor controls, and internal/external audit programs.
- Champion product dependability and consistency, ensuring every deliverable aligns with both customer promises and business targets.
Driving Operational Rigor
- Lead systematic problem-solving through Corrective and Preventive Actions (CAPA), root-cause investigations, and data-driven improvement cycles.
- Advocate for Lean methodologies, Six Sigma principles, and digital-enablement tools to boost throughput, reduce waste, and enhance decision-making.
- Reinforce regional quality governance structures and standardize best practices across multiple sites.
Collaboration & Risk Mitigation
- Forge strong partnerships with Engineering, Supply Chain, Manufacturing, Commercial, and Global Quality teams to align on shared goals.
- Contribute strategic input to key business moves, including new product rollouts and geographic expansion.
- Take charge of high-stakes quality or customer crises, acting decisively to protect brand reputation and minimize operational disruption.
Requirements
- Education: Bachelor's degree (or higher) in Engineering, Quality Management, Business Administration, or a closely related field.
- Experience: At least 15 years in senior-level roles within Quality, Customer Experience, or Operations, with demonstrable exposure to regional or multi-country responsibilities.
- Track Record: Proven ability to lead diverse, cross-functional teams in a large, matrixed corporate environment.
- Technical Depth: Deep familiarity with quality management systems, manufacturing processes, supplier oversight, regulatory landscapes, and contemporary customer experience models.
- Industry Preference: Background in industrial equipment, HVAC, heavy manufacturing, or analogous sectors is highly advantageous.
- Core Competencies: Exceptional strategic thinking, analytical rigor, persuasive communication, and polished stakeholder engagement skills.
