Vice President, Customer Experience & Quality - APAC

Role Overview

The Vice President of Customer Experience and Quality for APAC is a pivotal leadership position entrusted with crafting and executing the customer experience and quality strategies for the Asia Pacific region. This position ensures adherence to quality standards and regulatory requirements while enhancing customer satisfaction and supporting business growth.

Key Responsibilities

• Define and implement APAC-wide customer experience and quality strategies aligned with global and regional goals.
• Lead and nurture a high-performing regional team focused on quality and customer experience.
• Advise senior leadership on quality metrics, customer satisfaction, and risk mitigation.
• Drive customer journey initiatives from pre-sales through after-sales, setting KPIs such as NPS and VOC analysis.
• Identify customer pain points to spearhead cross-departmental improvements.
• Ensure compliance with all relevant quality standards, regulations, and certifications across APAC markets.
• Oversee quality assurance processes, audits, and continuous improvements aimed at product reliability and performance.
• Lead root cause analysis and CAPA programs, implementing Lean, Six Sigma, and other continuous improvement methodologies.
• Enhance quality systems and digital tools to increase operational efficiency and transparency.
• Collaborate with Engineering, Manufacturing, Supply Chain, and Commercial teams to align quality and customer experience goals.
• Coordinate with global teams to adapt best practices for the APAC region and support new product launches and market expansions.
• Manage high-impact quality and customer issues, establishing escalation protocols and timely resolutions.
• Monitor and mitigate risks affecting operations and company reputation.

Qualifications

• Bachelor’s degree or higher in Engineering, Quality Management, Business, or related disciplines.
• Over 15 years of experience in quality, customer experience, or similar roles with regional leadership responsibilities.
• Proven ability to lead diverse, cross-functional teams within matrix organizations.
• Strong expertise in quality management systems, manufacturing and supplier quality, regulatory mandates, and customer experience frameworks.
• Preferably experienced in industrial sectors such as HVAC and manufacturing.
• Exceptional analytical, problem-solving, and decision-making skills.
• Outstanding communication and stakeholder engagement abilities with the influence to guide senior executives.
• English fluency required; Mandarin proficiency is advantageous for regional collaboration.

Core Competencies

• Strategic planning and execution.
• Customer-focused mindset.
• Leadership and team development expertise.
• Analytical and data-driven decision making.
• Change management and influence skills.