APAC Customer Care Leader - Transformation & Growth

Lineage Logistics; Melbourne; Hybrid; AUD 180,000 - 280,000; Full time

Job summary

Lineage Logistics is seeking a Regional Manager, Customer Care - Asia Pacific to lead the transformation of APAC customer care across Australia, New Zealand, Singapore, Sri Lanka and Vietnam. You will shape the operating model, technology roadmap and people capabilities for a 80-100 strong team.

Reporting to the VP, you will drive strategy, governance and continuous improvement, leveraging CRM tech like Salesforce Service Cloud, automation and AI to deliver measurable customer outcomes and

Qualifications

• Leading large, multi-site customer service or customer operations teams.
• Delivering significant organisational transformation and change.
• Building scalable customer care frameworks and operating models.
• Implementing or optimising customer service technologies and CRM platforms.
• Translating strategy into execution and outcomes.

Responsibilities

• Develop and implement the APAC Customer Care strategy and operating model.
• Engage and inspire a geographically dispersed team of 80–100 professionals.
• Directly manage regional Hub Leaders across Australia, New Zealand, Singapore, Sri Lanka and Vietnam.
• Evaluate structure, workforce capability and technology investments for scalable growth.
• Drive customer experience performance via KPIs, CSAT, and SLAs.
• Create a Customer Care Centre of Excellence for standardisation and governance.
• Identify opportunities to automate and digitise interactions.
• Partner with Business Development to unlock revenue opportunities.
• Ensure consistent customer experiences across markets under One Team, One Standard, One Customer Experience.

Skills

Leadership

Change management

Strategic thinking

Stakeholder influence

Customer experience

Tools

Salesforce Service Cloud

Job description

Lineage Logistics is seeking a Regional Manager, Customer Care - Asia Pacific to lead the transformation of APAC customer care across Australia, New Zealand, Singapore, Sri Lanka and Vietnam. You will shape the operating model, technology roadmap and people capabilities for a 80-100 strong team.

Reporting to the VP, you will drive strategy, governance and continuous improvement, leveraging CRM tech like Salesforce Service Cloud, automation and AI to deliver measurable customer outcomes and