Head of Customer Service

Description

The Opportunity…

At Moët Hennessy, We Don't Just Create Exceptional Experiences – We Live Them.

For generations, our 27 Maisons, including Dom Pérignon, Veuve Clicquot, and Hennessy, have defined luxury. Now, it's your turn. Imagine a career fueled by passion and creativity, where you redefine what's possible. We seek individuals who thrive in collaborative environments, sharing our love for craftsmanship, elegance, and integrity. We celebrate diversity and the pursuit of excellence.

We're thrilled to announce the opening for Head of Customer Service, reporting to Supply Chain Director, APAC. The Head of Customer Service, APAC at Moët Hennessy is a mission-critical leadership role, accountable for shaping and elevating the end-to-end customer service strategy across the region.

This role goes beyond operational excellence - serving as a strategic partner to Commercial, Supply Chain, and Finance leadership, driving service as a competitive advantage to support business growth, customer experience, and operational resilience.

The role oversees the full customer service ecosystem across APAC, including order-to-delivery execution, customer engagement, and service performance across multiple markets, ensuring seamless integration between regional hubs, local markets, and global supply chain networks.

As a key transformation leader, this role will modernize customer service capabilities through data, digitalization, and process excellence, while building a high-performing, future-ready organization.

#LI-Hybrid

Les missions

How you will contribute…

1) Strategic Leadership & Customer Excellence

• Define and lead the APAC customer service strategy, aligning service model, capabilities, and operating rhythms with business growth ambitions.
• Position customer service as a value-creating function, enhancing customer experience while balancing cost, service, and complexity.
• Act as the executive interface for key regional customers, partners, and internal stakeholders, influencing service-related decisions at the highest level. 

2) End-to-End Order Journey

• Oversee the end-to-end order lifecycle across APAC, ensuring excellence from order capture to final delivery, for both sales orders and intercompany orders,
• Drive cross-functional alignment across Sales, Demand & Supply Planning, Logistics, and Finance to ensure seamless planning and execution.
• Establish robust governance to manage trade-offs (e.g., allocation, substitution, prioritization) in complex supply environments.
• Ensure full compliance with international trade regulations, transportation laws, and local market requirements. 

3) Supply Chain Integration & Optimization

• Act as a key connector across the supply chain, ensuring customer service is fully embedded within planning, distribution, and logistics strategies.
• Identify structural inefficiencies and lead regional transformation initiatives to simplify processes, improve agility, and enhance service reliability.
• Leverage advanced analytics, AI, and digital tools to optimize service performance, inventory flows, and customer responsiveness. 

4) Performance Governance & Continuous Improvement

• Define and institutionalize best-in-class service KPIs (e.g., OTIF, fill rate, order cycle time, customer satisfaction)
• Drive a culture of data-driven performance management, ensuring transparency, accountability, and continuous improvement across markets.
• Lead root cause analysis on service failures and implement sustainable corrective actions at scale.
• Establish and standardize global SOPs and governance frameworks across the region.
• Drive recurring performance reviews with regional and local stakeholders.

5) Organizational Leadership & Capability Building

• Lead and develop a high-performing, geographically distributed customer service organization across APAC.
• Build future-ready capabilities in analytics, digital tools, and customer experience management.
• Foster a culture of ownership, agility, and customer-centricity, embedding continuous improvement mindsets across teams.
• Actively shape the future operating model, including shared services, hubs, and market interfaces. 

6) Transformation & Innovation

• Champion customer service transformation, including automation, digitalization, and process re-engineering.
• Partner with IT and global teams to deploy next-generation tools (OMS, ERP, APS, AI-enabled solutions).
• Drive innovation in service models to support evolving customer expectations and channel complexity (e.g., Travel Retail, e-commerce, premium on-trade). 

Profil

We are looking for unique and amazing talent. Join us if you have… Extensive Leadership Experience: 15+ years in supply chain or customer service leadership roles, with significant exposure to regional or global scope within FMCG, luxury, or beverage industries. Strategic Leadership: Proven ability to operate at both strategic and operational levels, influencing senior stakeholders and driving cross-functional alignment. Transformation Track Record: Demonstrated success in leading large-scale transformation initiatives, including digitalization and operating model redesign. Customer-Centric Mindset: Deep understanding of B2B customer dynamics, with the ability to translate service into a competitive advantage. Analytical & Data-Driven: Strong capability in leveraging data, KPIs, and advanced analytics to drive decision-making and performance. Leadership & Influence: Ability to lead in complex, matrix, and multicultural environments, building strong, collaborative partnerships. Technical Expertise: Strong knowledge of ERP systems (e.g., SAP), planning tools, and emerging technologies (AI, automation). Resilience & Agility: Thrives in a fast-paced, dynamic environment, with the ability to navigate ambiguity and complexity. Personal Attributes Strategic, analytical, and commercially minded. Culturally agile with strong cross-market sensitivity and diplomacy. Inspirational leader who empowers teams and drives collaboration. Change-oriented and resilient in navigating ambiguity. Passionate about luxury, craftsmanship, and sustainability. Committed to excellence, ethics, and the Maison’s values.

Informations complémentaires

When you join Moët Hennessy…

• You embark on a career journey with the leaders of luxury wines, champagnes, and spirits, within the prestigious LVMH Group.
• You enter a world of possibility where career development opportunities across our 5 global regions and within the entire LVMH Group are unmatched.
• You join a passionate workforce within our internationally diverse and inclusive teams, exploring the rich heritage of our Maisons and shaping the next chapter of our story
• You discover our essential relationship with our terroirs and the soils that define our products. Through our Living Soils Living Together program, we are committed to regenerating soils, reducing climate impact, and empowering communities for a sustainable future.
• You will share in our passion for hosting, the art of living, and creating products that celebrate life’s most memorable milestones, always experienced through responsible tasting. 

 

Ready for a world of possibilities? Discover Moët Hennessy today!

Perspectives d'évolution

When you join Moët Hennessy…

• You embark on a career journey with the leaders of luxury wines, champagnes, and spirits, within the prestigious LVMH Group.
• You enter a world of possibility where career development opportunities across our 5 global regions and within the entire LVMH Group are unmatched.
• You join a passionate workforce within our internationally diverse and inclusive teams, exploring the rich heritage of our Maisons and shaping the next chapter of our story
• You discover our essential relationship with our terroirs and the soils that define our products. Through our Living Soils Living Together program, we are committed to regenerating soils, reducing climate impact, and empowering communities for a sustainable future.
• You will share in our passion for hosting, the art of living, and creating products that celebrate life’s most memorable milestones, always experienced through responsible tasting. 

 

Ready for a world of possibilities? Discover Moët Hennessy today!