Head of Customer Quality APAC
About this Position As the regional Customer Quality leader, you will champion customer centricity and be the single point of accountability for Customer Quality performance across a diverse set of customers. You will lead teams, shape deploy strategy, resolve high‑impact customer issues, and collaborate globally to drive continuous improvement, innovation, and sustainable customer satisfaction. What you´ll do Champion customer centricity by acting as the primary Quality partner to customers, Operations, and regional Business leadership. Set and drive the regional Quality agenda, translating Henkel and customer strategies into impactful, long‑term initiatives that improve quality, customer satisfaction, and competitiveness. Lead and develop the regional Customer Quality (CQ) team, providing coaching, training, and mentorship across core CQ processes, including customer complaints, requirements, specifications, and agreements. Ensure strong understanding and execution of customer requirements by developing tailored approaches and enabling best‑practice sharing and process standardization. Drive performance through data, overseeing CQ KPIs, customer satisfaction metrics, and reporting to identify improvement opportunities and set clear targets. Own critical customer quality issues, leading cross‑functional and customer‑facing teams through transparent communication and effective, timely resolution. Collaborate globally, working closely with other regions and Global Networks of Experts to share, adopt, and scale Quality best practices. Optimize the total cost of Quality while supporting fast deployment of new technologies and innovations.
