Vice President, Customer Experience & Quality - APAC

Role overview

This senior leadership position is accountable for shaping and executing the customer experience and quality agenda across the APAC region. The role brings together customer journey improvement, quality governance, operational excellence, manufacturing quality, and supplier quality to ensure products, services, and processes consistently satisfy internal expectations, customer needs, and applicable regulatory and industry requirements.

Working in close partnership with regional leaders, commercial functions, and global stakeholders, this position is expected to lift customer satisfaction, reinforce quality controls, and contribute to long-term business growth.

Key responsibilities

• Set the APAC-wide customer experience and quality direction in line with global quality priorities and regional business goals.
• Build, guide, and strengthen a high-performing regional team focused on quality and customer experience.
• Serve as a trusted advisor to senior leaders on quality outcomes, customer satisfaction, and risk exposure.
• Lead customer experience improvements across the full journey, from pre-sales through after-sales support.
• Create and govern customer satisfaction metrics such as NPS and voice-of-customer insights.
• Identify recurring customer issues and coordinate cross-functional actions to remove them.
• Ensure adherence to relevant quality standards, regulations, and certifications across APAC markets.
• Oversee quality assurance practices, audit activities, and ongoing improvement initiatives.
• Raise product reliability and quality performance so they meet technical requirements and customer expectations.
• Direct root-cause analysis and corrective/preventive action programs.
• Promote Lean, Six Sigma, and other continuous improvement programs across the region.
• Improve quality systems, workflows, and digital tools to increase efficiency and transparency.
• Work closely with Engineering, Manufacturing, Supply Chain, and Commercial teams to align quality and customer experience priorities.
• Coordinate with global teams to adapt proven practices for APAC market needs.
• Support important initiatives such as new product introduction and expansion into key markets.
• Handle major quality and customer escalations across the region.
• Put in place clear escalation paths and ensure prompt closure of critical issues.
• Track and reduce operational and reputational risks.

Qualifications

• A bachelor’s degree or higher in Engineering, Quality Management, Business, or a similar discipline.
• At least 15 years of experience in quality, customer experience, or a related area, including regional leadership exposure.
• Demonstrated success in leading large cross-functional teams within a matrix structure.
• Strong working knowledge of quality systems, manufacturing quality, supplier quality, regulatory expectations, and customer experience frameworks.
• Experience in industrial, HVAC, manufacturing, or comparable sectors is strongly preferred.
• Excellent analytical ability, structured problem-solving, and sound decision-making skills.
• Strong communication and stakeholder management capabilities, including the ability to influence senior executives.
• English fluency is required; Mandarin is an added advantage for regional collaboration across APAC.

Core competencies

• Ability to think strategically while driving execution
• Customer-first mindset
• Leadership and talent development
• Evidence-based decision-making
• Change leadership and influencing capability

Additional information

This role is based in Singapore and is structured as a full-time onsite position.