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.