Regional Manager, Customer Service APAC
Core
Lead the transformation and strategy of a regional Customer Care function for a global temperature-controlled logistics network across the Asia-Pacific region.
Role type
Senior leadership, regional function head (Customer Care/Operations)
Builds
A consolidated, scalable Customer Care operating model and Centre of Excellence for a logistics REIT
Domain
Logistics, Supply Chain, Cold Storage, Industrial Services
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 platform optimization, budget management, stakeholder influence, operational efficiency, change management, KPI-driven performance management, cross-functional partnership
Preferred skills
Experience in logistics/supply chain, experience with Salesforce Service Cloud, experience leading large-scale operational businesses, experience with automation and AI in customer service
Technologies
Salesforce Service Cloud, AI, automation tools, self-service platforms
Responsibilities
Develop and execute the APAC Customer Care strategy and operating model; Lead 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 through measurable KPIs; Build a Customer Care Centre of Excellence; Identify opportunities to automate and digitize customer interactions; Partner with Business Development to unlock revenue opportunities; Ensure consistent customer experiences across all markets; Develop and manage budgets and business cases.
Seniority
Senior, strategic leadership with hands-on operational oversight