Job Description SummaryThe 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 Responsibilities1. Strategy & LeadershipDefine and implement the APAC customer experience and overall quality strategy aligned with global Quality and regional business objectivesLead and develop a high-performing regional quality and customer experience organizationAct as a key advisor to senior leadership on quality performance, customer satisfaction, and risk management2. Customer Experience (CX) ExcellenceDrive 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 initiatives3. Quality Management & ComplianceEnsure compliance with applicable quality standards, regulations, and certifications across APAC marketsOversee quality assurance processes, audits, and continuous improvement programsDrive product reliability and quality performance to meet technical specifications and customer expectations4. Operational Excellence & Continuous ImprovementLead root cause analysis and corrective/preventive action programs (CAPA)Drive Lean / Six Sigma / continuous improvement initiatives across the regionStrengthen quality systems, processes, and digital tools to improve efficiency and transparency5. Cross-functional CollaborationPartner with Engineering, Manufacturing, Supply Chain, and Commercial teams to ensure quality and CX alignmentCollaborate with global teams to localize best practices for APAC marketsSupport critical business initiatives such as new product introduction (NPI) and key market expansion6. Risk & Escalation ManagementManage high-impact quality and customer issues across the regionEstablish escalation mechanisms and ensure timely resolution of critical casesMonitor and mitigate operational and reputational risksQualificationsBachelor’s degree or above in Engineering, Quality Management, Business, or related fieldMinimum 15+ years of experience in quality, customer experience, or related functions, including regional leadership experienceProven track record in leading large, cross-functional teams in a matrix organizationStrong understanding of quality systems, manufacturing quality, supplier quality, regulatory requirements, and customer experience frameworksExperience in industrial, HVAC, manufacturing, or related industries is highly preferredStrong analytical, problem-solving, and decision-making capabilitiesExcellent communication and stakeholder management skills, with ability to influence senior leadershipFluent in English; Mandarin is a plus for APAC regional collaborationCore CompetenciesStrategic thinking and executionCustomer-centric mindsetLeadership and team developmentData-driven decision makingChange management and influencing skills