Head of Air Freight Customer Operations, Asia Pacific

Job Purpose

Lead the APAC Customer Operations & Control Tower organisation, ensuring consistent customer experience, proactive issue management, operational excellence, and scalable service delivery across the region, in close alignment with global priorities. Act as the regional Voice of the Customer and drive customer performance, escalation management, operational improvement, and control tower maturity to support growth, retention, and service quality objectives.

Key Responsibilities

• Regional Customer Operations & Control Tower Leadership
• Lead APAC Customer Operations & Control Tower strategy, governance, standards, and capability development.
• Ensure consistent execution, customer experience, and service delivery across the region.
• Drive adoption of global standards, control tower operating models, SQI governance, and digital customer solutions.
• Customer Performance & Strategic Account Governance
• Own regional customer performance governance for strategic and multinational customers.
• Establish customer health frameworks, risk indicators, and performance reviews.
• Partner with Sales, Product, and Country Management to protect revenue, improve retention, and strengthen customer relationships.
• Escalation & Service Recovery Leadership
• Own governance of major customer escalations across APAC.
• Chair regional escalation reviews and ensure timely recovery and closure.
• Drive accountability for corrective actions and eliminate recurring customer issues.
• Serve as senior escalation point for critical customer and service failures.
• Operational Excellence & Continuous Improvement
• Convert customer issues and service failures into regional improvement programmes.
• Lead cross-functional root cause analysis and corrective actions.
• Partner with Operations, SCM & Gateways, Flight Operations, Product, and Process Excellence to improve service reliability and customer outcomes.
• Voice of Customer (VOC)
• Own regional VOC governance, customer feedback trends, and customer experience insights.
• Translate customer feedback into operational, product, and digital improvement priorities.
• Promote a customer-centric culture across the region.
• Major Incident & Risk Management
• Lead customer communication and governance during major disruptions and crises.
• Coordinate regional recovery actions for strategic customers and cross-country incidents.
• Ensure consistent and transparent customer communications during critical events.
• Performance Analytics & Customer Intelligence
• Own APAC customer performance, escalation, SQI, VOC, and customer health reporting.
• Develop executive dashboards and predictive risk indicators.
• Provide actionable insights to improve customer experience and operational performance.
  
  

Qualifications & Key Requirements

• Bachelor's degree or equivalent.
• More than 8 years of experience in the Air Freight Forwarding industry.
• Experience working in a multinational environment and a large corporate organization.
• Proven leadership experience with a successful track record of delivering business results
• Proven track record in people management, including leadership, motivation, coaching, and people development.
• Strong customer network and relationship management skills.
• Strong stakeholder management skills with the ability to influence and collaborate with senior leaders across functions and geographies.