Regional Manager, Customer Care - APAC
Core
Lead the transformation of the Customer Care function across the Asia-Pacific region for a global temperature-controlled logistics network.
Role type
Regional Manager, Customer Care (Strategy & Operations)
Builds
A modern, integrated Customer Care model and Centre of Excellence for a logistics REIT.
Domain
Logistics / Supply Chain / Cold Storage
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, organizational transformation, multi-site team leadership, CRM optimization, budget management, stakeholder influence, operational efficiency, change management, cross-functional partnership.
Preferred skills
Experience in logistics, transport, warehousing, or large-scale operational businesses; prior work at major carriers like DHL, FedEx, or Australia Post.
Technologies
Salesforce Service Cloud, AI, automation tools, self-service platforms.
Responsibilities
Develop and implement the APAC Customer Care strategy and operating model; Engage and inspire a geographically dispersed team of 80-100 professionals; Directly manage regional Hub Leaders across five countries; Evaluate organizational structure and technology investments; Drive customer experience performance via KPIs and SLAs; Develop a Centre of Excellence for standardization and innovation; Identify opportunities to automate and digitize customer interactions; Partner with Business Development to unlock revenue opportunities; Ensure consistent customer experiences across all markets.
Seniority
Senior, hands-on IC with strategic leadership scope