Regional Manager, After-sales & Customer Experience (APAC)

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

Who we are:

Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, BÉIS, High Sierra, Gregory, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.

About Us

Who we are

Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, BÉIS, High Sierra, Gregory, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.

Job Description

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.

About The Team

Why you'll love working here:

• Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based.
• Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to culture and inclusion empowers us to bring our authentic selves and unique differences to work every day.
• Socially responsible. We want to minimize our products' impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.

What We Value

At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We're as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily.

Samsonite is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.