Head of Customer Service

Role overview

This opportunity is with Moët Hennessy in Singapore, where the team creates luxury experiences built on craftsmanship, elegance, integrity, diversity, and excellence. The position of Head of Customer Service, APAC reports to the Supply Chain Director, APAC and is a key leadership role responsible for defining and advancing the regional customer service agenda.

The role is designed to turn customer service into a strategic business advantage by improving customer experience, strengthening operational resilience, and supporting growth. It covers the full customer service landscape across APAC, including order-to-delivery execution, customer engagement, and service performance across several markets, with close coordination between regional hubs, local markets, and global supply chain networks.

This is also a transformation-focused position, with responsibility for modernizing customer service through digital tools, data-led decision-making, and process improvement while building a high-performing organization for the future.

Strategic leadership and customer excellence

You will shape the APAC customer service strategy so that service models, capabilities, and operating routines support the company’s growth goals. The role requires you to position customer service as a value-adding function that improves customer experience while carefully balancing service levels, cost, and complexity. You will also represent the function at a senior level with major regional customers, partners, and internal stakeholders.

Order journey ownership

You will oversee the complete order lifecycle across APAC, from order entry through to final delivery, covering both sales orders and intercompany orders. This includes ensuring strong alignment across Sales, Demand and Supply Planning, Logistics, and Finance so that planning and execution run smoothly. The role also involves setting clear governance for difficult trade-offs such as allocation, substitution, and prioritization, while ensuring adherence to international trade rules, transport regulations, and local market requirements.

Supply chain integration and optimization

Customer service must be embedded into planning, distribution, and logistics decisions, and you will act as the connective link across these functions. You will identify process inefficiencies, lead regional improvement initiatives, and simplify ways of working to increase agility and reliability. The role also calls for using analytics, artificial intelligence, and digital solutions to improve service outcomes, inventory movement, and responsiveness to customers.

Performance governance and continuous improvement

You will define and standardize leading service metrics such as OTIF, fill rate, order cycle time, and customer satisfaction. A major part of the job is fostering a performance culture that is transparent, accountable, and focused on ongoing improvement across markets. You will also lead analysis of service issues, put durable corrective actions in place, create global SOPs and governance structures for the region, and run regular performance reviews with regional and local stakeholders.

Team leadership and capability building

The position requires you to lead and develop a distributed customer service team across APAC. You will build future-ready capabilities in analytics, digital tools, and customer experience management, while promoting ownership, flexibility, and a strong customer-first mindset. In addition, you will help shape the future operating model, including the use of shared services, hubs, and market interfaces.

Transformation and innovation

You will champion major changes to customer service, including automation, digitalization, and process redesign. In partnership with IT and global teams, you will help introduce modern tools such as OMS, ERP, APS, and AI-enabled solutions. The role also involves advancing service models that can keep pace with changing customer expectations and more complex channels such as Travel Retail, e-commerce, and premium on-trade.

Candidate profile

The ideal candidate brings more than 15 years of leadership experience in supply chain or customer service, ideally with regional or global exposure in FMCG, luxury, or beverage sectors. You should have a strong track record of working at both strategic and operational levels, influencing senior leaders, and coordinating across functions. Experience leading large-scale transformation, including digitalization and operating model redesign, is essential.

You should also have a strong B2B customer focus, the ability to use data and KPIs to guide decisions, and confidence working in complex, matrixed, and multicultural environments. Technical familiarity with ERP platforms such as SAP, planning tools, and emerging technologies including AI and automation is expected. The role suits someone who is resilient, agile, and comfortable navigating ambiguity and fast-moving conditions.

Personal attributes

The company is looking for someone who is strategic, commercially aware, and highly analytical. Cultural sensitivity, diplomacy across markets, and the ability to inspire and empower teams are important. The ideal person is change-oriented, resilient, passionate about luxury, craftsmanship, and sustainability, and committed to excellence, ethics, and the Maison’s values.

Additional information

Joining Moët Hennessy means becoming part of a leading luxury wines, champagnes, and spirits house within the LVMH Group. The role offers access to broad career development opportunities across five global regions and throughout the wider group. You will work alongside diverse and inclusive teams that value heritage, creativity, and the future of the brand.

The company also emphasizes its connection to terroirs and the soils behind its products. Through the Living Soils Living Together program, it is committed to regenerating soils, lowering climate impact, and supporting communities for a more sustainable future. The organization values hospitality, the art of living, and creating products that mark life’s most meaningful moments through responsible tasting.