APAC After-Sales & CX Strategy Lead

TUMI; Hong Kong; On-site; HKD 941,000 - 1,412,000; Full time

Job summary

Samsonite is the world leader in superior travel bags and accessories. We are seeking an After-Sales Operations & Repair Excellence leader to guide regional customer experience across APAC, supervise repair hubs and partners, and ensure service aligned with our craftsmanship standards.

You will manage budgets, KPIs, sustainability programs, and collaborate with product/quality teams to drive omni-channel service improvements and worldwide customer satisfaction.

Qualifications

• Bachelor degree in a related discipline is required.
• Minimum 7 years in after-sales service, customer operations, or repair/retail management.
• Proven success leading regional teams and managing stakeholders across markets.
• Strong understanding of service operations, excellence frameworks, and performance management.
• Experience with premium consumer products, luxury retail, or travel goods.

Responsibilities

• Lead regional after-sales customer experience strategy across APAC markets.
• Provide governance for customer service and repair operations.
• Oversee regional repair hubs and authorized repair partners for quality.
• Manage spare parts planning and distribution to optimize turnaround times and inventory.
• Establish and monitor repair quality standards meeting craftsmanship expectations.
• Drive sustainability via repair, refurbishment, and life-extension programs.
• Lead customer service teams across omnichannel channels (digital, phone, retail).
• Escalate complex issues and support high-profile cases.
• Collaborate with retail teams for repair intake and communications.
• Develop customer experience initiatives to boost satisfaction and retention.
• Ensure compliance with SOPs and refine service processes and standards.
• Identify opportunities to improve customer journey through innovation and operational excellence.
• Develop and manage annual operating budgets for customer service and repair ops across APAC.
• Establish and manage service KPIs (CSAT, NPS, repair quality, turnaround time).
• Analyze trends and repair issues to drive improvements.
• Collaborate with global product and quality teams for insights on repair trends.
• Evaluate, select, and manage repair vendors and service partners.

Skills

Fluency in English

Cantonese

Mandarin

Analytical thinking

Problem solving

Stakeholder management

Communication skills

Education

Bachelor's degree in Business Administration, Operations Management, Supply Chain, Hospitality, Retail Management, or related discipline

Job description

Samsonite is the world leader in superior travel bags and accessories. We are seeking an After-Sales Operations & Repair Excellence leader to guide regional customer experience across APAC, supervise repair hubs and partners, and ensure service aligned with our craftsmanship standards.

You will manage budgets, KPIs, sustainability programs, and collaborate with product/quality teams to drive omni-channel service improvements and worldwide customer satisfaction.