Regional Head of Customer Experience CX

As the Head of Customer Experience (CX), you will spearhead the development and execution of a customer-centric strategy that reflects our commitment to luxury, excellence, and impeccable service standards. Based in Hong Kong-a global hub renowned for its hospitality-you will play a pivotal role in shaping every aspect of the customer journey across the regions with a significant portfolio in North Asia. Your leadership will ensure that the brand not only meets but exceeds customer expectation strengthening the brand’s market position.

You will lead and drive the strategy development and implement a comprehensive customer experience strategy tailored to the luxury sector. Integrate digital and traditional service channels to create seamless, personalized customer/ private client experiences. Align customer experience initiatives with overall business objectives, brand values, and market trends. Customer experience journey mapping & analytics is instrumental to oversee the mapping of the entire experience. Leverage on data analytics and customer feedback tools to identify opportunities for service enhancement and operational efficiency. You will partner with the markets to establish key performance indicators (KPIs) to monitor customer satisfaction, Net Promoter Scores (NPS), and overall service quality.

Act as the primary liaison with key customers, partners, and industry influencers to strengthen brand loyalty and advocate for customer interests. Collaborate with marketing and communications teams to ensure consistent messaging and alignment with the brand’s luxury positioning.

Requirements
At least 15 years of progressive experience in customer experience management or a related role within the luxury or high-end service sectors. Proven track record of designing and implementing successful customer experience initiatives, ideally within an international or multi-brand environment. Passion for delivering memorable, high-quality customer experiences and a deep commitment to luxury service standards. Ability to anticipate guest needs and continuously raise the bar for service excellence.

To Apply
To apply, please submit your resume (MS Word format) to Joy Seow at js@kerryconsulting.com, quoting the job title and reference number JS 33696. We regret that only successfully shortlisted applicants will be contacted.

License No: 16S8060
Registration No: R1107886