Head of Customer Service - APAC

Position Overview

Moët Hennessy, renowned for its 27 exceptional maisons including Dom Pérignon, Veuve Clicquot, and Hennessy, invites you to join as the Head of Customer Service for the APAC region. This pivotal leadership role reports to the Supply Chain Director, APAC, and is instrumental in crafting and advancing the complete customer service strategy across Asia-Pacific.

This position transcends operational management by partnering strategically with Commercial, Supply Chain, and Finance leadership to leverage customer service as a key competitive advantage. The role oversees the entire customer service framework in APAC, managing order-to-delivery processes, customer engagements, and performance across various markets to ensure smooth collaboration among regional hubs, local markets, and global supply chains.

As a transformation leader, you will drive modernization of customer service through data integration, digital tools, and process enhancements, establishing a high-performance, resilient team ready for future challenges.

Key Responsibilities

• Develop and steer the APAC customer service strategy aligned to business growth ambitions, positioning customer service as a value-adding function balancing cost, service, and complexity.
• Represent the company as the executive liaison with vital regional customers and partners, influencing service decisions at top leadership levels.
• Oversee the entire order lifecycle from sales and intercompany orders to delivery, ensuring cross-functional coordination among Sales, Demand & Supply Planning, Logistics, and Finance.
• Implement governance frameworks to manage complex supply trade-offs and assure compliance with international trade laws and local regulations.
• Integrate customer service into overall supply chain planning, distribution, and logistics strategies, spearheading regional transformation initiatives to refine processes and increase service reliability.
• Utilize advanced analytics, AI, and digital solutions to optimize inventory management and responsiveness to customers.
• Set and institutionalize superior service KPIs such as On-Time In-Full (OTIF), fill rate, order cycle time, and customer satisfaction metrics, promoting data-driven performance management and continuous improvement.
• Lead root cause investigations for service issues, deploying scalable corrective measures and standardized SOPs within the region.
• Foster leadership and growth among a geographically diverse customer service team, nurturing skills in analytics, digital adoption, and customer experience management.
• Drive customer service transformation through digitization, automation, and process reengineering, collaborating with IT and global teams to implement next-gen tools like OMS, ERP, APS, and AI-driven solutions.
• Innovate service models to address changing customer expectations and channel complexities, including Travel Retail, e-commerce, and premium on-trade segments.

Candidate Profile

• Over 15 years' leadership experience in supply chain or customer service, preferably within FMCG, luxury, or beverage sectors and with regional or global exposure.
• Proven capability to lead strategically and operationally with influence over senior stakeholders and multi-disciplinary teams.
• Track record of driving large-scale transformation projects, including digitalization and redesign of operating models.
• Strong B2B customer insight and the ability to convert service into a market differentiator.
• Expertise in data analytics, KPI utilization, and advanced decision-support methods.
• Effective leader within complex, matrixed, multicultural environments, emphasizing collaboration and partnership.
• Proficient with ERP systems such as SAP, planning tools, and emerging technologies including AI and automation.
• Resilient and adaptable in dynamic, fast-paced, and ambiguous situations.
• Strategic thinker with commercial acumen and cultural sensitivity.
• Inspirational leadership style promoting ownership, agility, and continuous improvement.
• Passion for luxury, craftsmanship, sustainability, and adherence to ethical standards and company values.

Additional Information

• Joining Moët Hennessy means engaging with a leader in luxury wines and spirits within the LVMH Group.
• The role offers exceptional career development across global regions and brands within LVMH.
• Become part of a diverse, inclusive, and passionate workforce dedicated to heritage, excellence, and innovation.
• The company emphasizes sustainability through initiatives like the Living Soils Living Together program focused on soil regeneration, climate impact reduction, and community empowerment.
• Embracing the art of hospitality and creating products for memorable celebrations is central to the company's culture, alongside responsible tasting experiences.