Head of Global Experience Network, APAC

Head of Global Experience Network, APAC

Your Role

Reporting to the APAC CEO, you will lead the Global Experience Network (GEN) across APAC, driving agency performance, business excellence, transformation, customer experience, governance, productivity and financial stewardship.

You will translate Group and regional priorities into consistent execution across the agency network, strengthen accountability and deliver sustainable performance improvement.

Key responsibilities include :

• Agency network performance and governance
• Business excellence, transformation, and continuous improvement
• Productivity, cost discipline, budgeting, and financial oversight
• Leadership and development of Agency General Managers

What are you going to do

• Set the APAC agency performance agenda - Translate Group and regional priorities into clear objectives, KPIs and performance expectations for the agency network, ensuring consistent focus on business, operational and customer outcomes.
• Strengthen network governance and accountability - Establish effective governance routines, decision rights, performance reviews and escalation mechanisms, using consistent scorecards and benchmarks to identify issues early and drive timely action.
• Drive sustainable agency performance improvement - Work closely with Agency General Managers to identify performance gaps, agree corrective actions and track delivery, with a strong focus on productivity, cost per TEU, organisation design, headcount and operating effectiveness.
• Lead business excellence and transformation - Own the regional business excellence roadmap, embedding continuous-improvement disciplines and partnering with Head Office, Regional Office and agency teams to deliver transformation initiatives that improve service, productivity, cost and control.
• Standardise and improve ways of working - Define and embed critical processes, operating practices and controls across APAC agencies, balancing regional consistency with appropriate adaptation to local market requirements.
• Drive productivity and financial stewardship - Lead the annual agency budgeting process and monitor financial performance, operating expenses, cash matters, cost-plus arrangements and key variances, ensuring financial commitments translate into measurable business value.
• Shape resource and operating-model decisions - Provide fact-based recommendations on investment, resource allocation, organisation structure, agency footprint, leases and third-party arrangements to support efficient and sustainable growth.
• Ensure transformation benefits are realised - Track the financial and operational benefits of improvement programmes, remove execution barriers and ensure agreed improvements are fully embedded into ongoing agency management routines.
• Lead and develop Agency General Managers - Coach, challenge and support agency leaders to strengthen accountability, business performance and leadership capability, while building succession and talent plans for critical roles.
• Build a high-performing APAC GEN community - Foster collaboration and knowledge-sharing across agencies, scale proven practices and create a common approach to resolving cross-agency challenges.
• Partner with senior stakeholders across the organisation - Act as the regional interface with Group GEN, Regional Office and functional leaders, aligning Group standards with APAC priorities and local market realities.
• Contribute to strategic and organisational change - Bring the agency perspective into regional planning and lead or support selected organisational, integration and network-change programmes that strengthen the overall APAC operating model.

Who are we looking for

• 10+ years of senior leadership experience across agency/network management, operations, finance, transformation, business excellence or customer experience.
• Proven track record of improving performance across multi-country or multi-entity environments.
• Strong experience in governance, budgeting, productivity improvement, change leadership and senior stakeholder management.
• Strong business and financial acumen, with an enterprise-wide perspective.
• Ability to lead through influence across cultures, functions and reporting lines.
• Excellent analytical, problem-solving, program-management and communication skills.
• Customer-focused, commercially minded and confident challenging constructively.
• Experience in shipping, logistics, transportation or another complex service network.
• Bachelor's degree or equivalent; postgraduate qualification in business, finance, operations or a related field.
• Experience leading organizational, integration or network transformation programs.