Head of Customer Excellence, APAC North

The role

You will lead an integrated Customer Success and Service Delivery team for APAC North. You will be accountable for customer outcomes, service health, retention, growth, and regional portfolio economics.

What you will do

• Drive customer outcomes, health, retention, and growth
• Safeguard service health and continuity
• Manage service economics by balancing cost-to-serve against customer value
• Direct portfolio capacity and allocate CSM and SDM capacity
• Lead and develop an integrated CSM and SDM team
• Tackle systemic risk by mobilizing cross-functional action

Required qualifications

• Experience leading Customer Success, Service Delivery or another complex enterprise post-sales team
• Credibility with senior customer stakeholders
• Strong business and financial acumen
• Ability to make transparent capacity, coverage and intervention decisions amid ambiguity
• Track record of influencing Product, Support, Delivery, Sales, and partners without direct authority
• Calm, accountable leadership
• Experience leading multi-country, partner-supported or complex customer portfolios
• Fluent in English
• Based in Singapore/Bangkok
• Hold a valid work permit for your country of residence

Nice to have

• Background in retail, wholesale, consumer goods, manufacturing, supply chain or a similar domain
• Applied knowledge of incident, problem, change, continuity and service-improvement practices
• Experience with operating-model change, capacity planning, capability assessment or organisational transformation
• Experience using customer, service, commercial and AI-enabled signals to identify risk and direct action

Benefits

• International career and learning opportunities
• Practical benefits that support work, family, wellness and everyday life
• Annual leave
• Diverse, inclusive and supportive work culture
• Ownership, autonomy and flat hierarchies

Before you apply

• Must be fluent in English
• Must be based in Singapore/Bangkok
• Must hold a valid work permit for your country of residence

About the company

RELEX runs the planning decisions behind 700+ retailers and manufacturers worldwide. It is a team of 2,000+ people headquartered in Helsinki with offices across Europe, North America, and Asia-Pacific.