Regional Manager, After-sales & Customer Experience (APAC)

After-Sales Operations & Repair Excellence Lead the regional after-sales customer experience strategy across APAC markets. Provide functional leadership and governance for customer service and repair operations. Oversee regional repair hubs and authorized repair partners to ensure service consistency and quality. Manage spare parts planning and distribution to optimize repair turnaround times and inventory levels. Establish and monitor repair quality standards , ensuring all repairs meet TUMI craftsmanship expectations. Drive sustainability initiatives through repair, refurbishment, and product life-extension programs. Customer Experience & Service Excellence Lead customer service teams in delivering exceptional omnichannel support across digital, phone, and retail channels. Act as the escalation point for complex customer issues and high-profile cases. Collaborate with retail teams to ensure efficient repair intake and customer communication processes. Develop and implement customer experience initiatives that enhance satisfaction, loyalty, and retention . Ensure regional compliance with after-sales SOPs and continuously refine service processes and standards. Identify opportunities to improve the customer journey through innovation and operational excellence. Strategy, Analytics & Vendor Management Develop and manage annual operating budgets for customer service and repair operations across APAC, ensuring financial targets are met while continuously improving customer experience, service quality, and operational efficiency. Establish and manage service KPIs , including customer satisfaction, NPS, repair quality, and turnaround time. Analyze service trends, recurring product issues, and customer feedback to drive business improvements. Partner with global product and quality teams to provide insights on product performance and repair trends. Evaluate, select, and manage repair vendors and service partners across the region. Lead service-related projects and process improvement initiatives to support business growth and scalability. Bachelor's degree in Business Administration, Operations Management, Supply Chain, Hospitality, Retail Management, or a related discipline. Minimum 7 years' experience in after-sales service, customer operations, customer experience, retail service management, or repair operations. Proven success leading regional teams and managing stakeholders across multiple markets . Strong understanding of customer service operations, service excellence frameworks, and performance management. Experience working with premium consumer products, luxury retail, travel goods, leather goods, accessories, footwear, or related industries. Strong analytical and problem-solving skills with experience using data to drive decisions. Excellent communication and stakeholder management skills. Fluency in English; Cantonese and Mandarin are highly desirable.