Head of Clienteling & CIX, APAC

1. Strategic Leadership & Regional Vision 

• Define APAC’s integrated client engagement strategy across clienteling (1:1), CRM (1:Many), and experience. 
  
• Ensure strategic alignment with global CIX leadership and APAC commercial goals. 
  
• Develop a region-wide roadmap for personalization, segmentation, omnichannel enhancements, and AI-powered customer engagement capabilities. 
  
• Identify opportunities to embed AI across clienteling and CRM workflows to improve scale, efficiency, and performance. 

2. Clienteling & HNW/VIC Development (1:1) 

• Lead the development of clienteling frameworks, toolkits, and KPIs across markets. 
  
• Strengthen HNW and VIC portfolios through elevated service models and targeted outreach. 
  
• Ensure consistent deployment and adoption of clienteling tools and platforms. 
  
• Introduce AI-assisted tools to enhance client advisor productivity and personalization. 
  
• Partner with Retail leadership to reinforce customer-first service culture through human + AI enablement. 

3. CRM & Lifecycle Leadership (1:Many) 

• Oversee all CRM channels including email and regional communication platforms such as LINE and Kakao. 
  
• Lead customer lifecycle strategy covering acquisition, onboarding, retention, reactivation, and churn prevention. 
  
• Manage segmentation, frequency, testing, and creative standards. 
  
• Partner with global CRM teams on AI-based predictive scoring, dynamic segmentation, automated journey orchestration, and content generation tools. 
  
• Accelerate adoption of data and AI-driven personalization at scale. 

4. Omnichannel Experience & Journey Optimization 

• Define end-to-end customer journeys across retail, ecommerce, and clienteling touchpoints. 
  
• Lead cross-functional groups to enhance the omnichannel experience using in-store tech, personalization modules, and AI-driven recommendations. 
  
• Establish governance frameworks for journey mapping, testing, and continuous improvement. 
  
• Expand use of AI-powered journey orchestration, including automated triggers and adaptive personalization. 

5. Data, Analytics & Personalization 

• Oversee APAC Datalake health, integrity, and compliance. 
  
• Drive adoption of AI/ML models for churn prediction, lifetime value forecasting, propensity scoring, and next-best-action engines. 
  
• Guide the Data & Analytics team to embed insight-driven decision-making. 
  
• Influence MarTech roadmap (CDP, ESP, clienteling tools, generative AI solutions). 
  
• Build AI governance standards ensuring responsible, transparent, and compliant use. 

6. Leadership, Team Development & Stakeholder Collaboration 

• Lead a multidisciplinary team across clienteling, CRM, and analytics. 
  
• Establish clear expectations, development plans, and AI upskilling pathways. 
  
• Build strong partnerships with Retail, E-Commerce, Marketing, Planning, and Global CIX. 
  
• Serve as the senior advisor on customer strategy for all APAC markets. 

REQUIRED EXPERIENCE 

• 10+ years in CRM, CX, clienteling, loyalty, or luxury/premium retail roles. 
  
• Regional APAC leadership experience across multiple markets. 
  
• Strong understanding of client development, HNW expectations, and luxury service models. 
  
• Experience managing CRM platforms, CDPs, MarTech tools, and personalization engines. 
  
• Familiarity with AI/ML applications in CRM, marketing automation, predictive analytics, and customer insights. 
  
• Strong cross-functional leadership experience. 

KEY COMPETENCIES 

• Strategic thinking with operational excellence. 
  
• Customer-centric mindset with strong commercial acumen. 
  
• Data- and AI-driven decision making. 
  
• Effective communication and influence across markets. 
  
• Ability to lead and inspire multidisciplinary teams.