Job Description Summary
The VP Customer Experience & Quality – APAC is a strategic leadership role responsible for defining and driving the overall customer experience and quality strategy across the APAC region. This role oversees quality systems, customer experience programs, and operational and manufacturing and supplier quality excellence, drive key initiatives to ensure products, services, and processes meet both internal and external expectations, as well as regulatory and industry standards.
The role will partner closely with regional leadership, commercial teams, and global stakeholders to enhance customer satisfaction, strengthen quality governance, and support sustainable business growth.
Key Responsibilities
1. Strategy & Leadership
- Define and implement the APAC customer experience and overall quality strategy aligned with global Quality and regional business objectives
- Lead and develop a high-performing regional quality and customer experience organization
- Act as a key advisor to senior leadership on quality performance, customer satisfaction, and risk management
2. Customer Experience (CX) Excellence
- Drive end-to-end customer experience initiatives across the customer journey (pre-sales to after-sales)
- Establish KPIs and governance for customer satisfaction (e.g., NPS, VOC insights)
- Identify key customer pain points and lead cross-functional improvement initiatives
3. Quality Management & Compliance
- Ensure compliance with applicable quality standards, regulations, and certifications across APAC markets
- Oversee quality assurance processes, audits, and continuous improvement programs
- Drive product reliability and quality performance to meet technical specifications and customer expectations
4. Operational Excellence & Continuous Improvement
- Lead root cause analysis and corrective/preventive action programs (CAPA)
- Drive Lean / Six Sigma / continuous improvement initiatives across the region
- Strengthen quality systems, processes, and digital tools to improve efficiency and transparency
5. Cross-functional Collaboration
- Partner with Engineering, Manufacturing, Supply Chain, and Commercial teams to ensure quality and CX alignment
- Collaborate with global teams to localize best practices for APAC markets
- Support critical business initiatives such as new product introduction (NPI) and key market expansion
6. Risk & Escalation Management
- Manage high-impact quality and customer issues across the region
- Establish escalation mechanisms and ensure timely resolution of critical cases
- Monitor and mitigate operational and reputational risks
Qualifications
- Bachelor’s degree or above in Engineering, Quality Management, Business, or related field
- Minimum 15+ years of experience in quality, customer experience, or related functions, including regional leadership experience
- Proven track record in leading large, cross-functional teams in a matrix organization
- Strong understanding of quality systems, manufacturing quality, supplier quality, regulatory requirements, and customer experience frameworks
- Experience in industrial, HVAC, manufacturing, or related industries is highly preferred
- Strong analytical, problem-solving, and decision-making capabilities
- Excellent communication and stakeholder management skills, with ability to influence senior leadership
- Fluent in English; Mandarin is a plus for APAC regional collaboration
Core Competencies
- Strategic thinking and execution
- Customer-centric mindset
- Leadership and team development
- Data-driven decision making
- Change management and influencing skills