Vice President, Customer Experience & Quality - APAC

About the role

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. It oversees quality systems, customer experience programs, and operational, manufacturing and supplier quality excellence, working with regional leadership, commercial teams and global stakeholders to strengthen quality governance and support sustainable business growth.

Key responsibilities

• Define and implement the APAC customer experience and quality strategy aligned with global Quality and regional business objectives, and lead and develop the regional quality and CX organization
• Advise senior leadership on quality performance, customer satisfaction and risk management
• Drive end-to-end customer experience initiatives (pre-sales to after-sales), set KPIs and governance for customer satisfaction (e.g. NPS, VOC insights) and lead cross-functional improvements
• Ensure compliance with quality standards, regulations and certifications across APAC markets, and oversee QA processes, audits and continuous improvement
• Lead root cause analysis and CAPA programs, and drive Lean / Six Sigma and other continuous improvement initiatives
• Partner with Engineering, Manufacturing, Supply Chain and Commercial teams, and support NPI and market expansion
• Manage high-impact quality and customer issues, set escalation mechanisms and monitor operational and reputational risks

Required profile

• Bachelor's degree or above in Engineering, Quality Management, Business or a related field
• Minimum 15+ years of experience in quality, customer experience or related functions, including regional leadership experience
• Proven track record leading large, cross-functional teams in a matrix organization
• Experience in industrial, HVAC, manufacturing or related industries is highly preferred
• Fluent in English; Mandarin is a plus

Required skills

• Quality systems, manufacturing quality, supplier quality and regulatory requirements
• Lean / Six Sigma and continuous improvement
• Root cause analysis and CAPA
• Strategic thinking, data-driven decision making, change management and stakeholder management