Regional Manager, Customer Care - APAC
Lineage · Melbourne
Lineage is the world's largest temperature-controlled industrial REIT and logistics solutions provider, with a global network of over 400 facilities, spanning 25 countries across North & South America, Europe and Asia-Pacific.
Working a Lineage is not just a job - it's an opportunity to innovate and put your mark on how food moves from the farm to dinner tables around the world. As a member of the Lineage team, you are a critical link in the food supply chain.
The Asia-Pacific region currently includes Australia, New Zealand, Vietnam, Sri Lanka and Singapore employing nearly 3000 team members.
Position DetailsLead the next chapter of customer experience transformation across APAC
At Lineage, we're creating something different.
Over the past two years, we've started the journey to transform traditional site-based customer service functions into a modern, integrated Customer Care model to support operations across Australia and is expanding throughout Asia Pacific.
We've launched a program to centralise customer service, order management, customer enquiries, onboarding, invoicing support and key customer-facing processes into a consolidated model supported by Salesforce Service Cloud, measurable customer outcomes and a growing Centre of Excellence.
Now we're looking for a visionary leader to take the function to its next stage of evolution.
As our Regional Manager, Customer Care - Asia Pacific, you'll support and inspire a regional network spanning Australia, New Zealand, Singapore, Sri Lanka and Vietnam, shaping the future operating model, technology roadmap, organisational capability and customer experience strategy across a team of approximately 80-100 employees.
This is a rare opportunity to inherit a customer care function to continue to deliver meaningful transformation and help define what best-in-class customer care looks like across one of the world's largest temperature-controlled logistics networks.
About The Opportunity
Reporting to the Vice President, Business Development - APAC, you'll be responsible for developing and implementing the regional Customer Care strategy, ensuring the function continues to scale efficiently while delivering exceptional customer outcomes.
You'll guide six regional customer care hubs across five countries and work closely with Operations, Business Development, Finance, Technology and Executive Leadership to support consistency, capability and continuous improvement across the customer journey.
This role is as much about business transformation as it is customer service leadership.
You'll assess how technology, automation, AI, self-service tools and workforce design can work together to improve customer outcomes, create efficiencies and support future growth.
Key Responsibilities
Develop and implement the APAC Customer Care strategy and operating model.
Engage and inspire a geographically dispersed team of approximately 80-100 customer care professionals.
Directly manage regional Hub Leaders across Australia, New Zealand, Singapore, Sri Lanka and Vietnam.
Evaluate organisational structure, workforce capability and technology investments to ensure scalable growth.
Drive customer experience performance through measurable KPIs, CSAT outcomes, SLA achievement and continuous improvement initiatives.
Develop a Customer Care Centre of Excellence focused on standardisation, capability development, governance and innovation.
Identify opportunities to automate, streamline and digitise customer interactions.
Partner with Business Development to unlock revenue opportunities through customer engagement and inside sales capability.
Ensure consistent customer experiences across all markets under a "One Team, One Standard, One Customer Experience" philosophy.
Develop and manage budgets, business cases and investment priorities to support future growth.
What We're Looking For
We're less concerned about the industry you've come from and more interested in the transformation you've led.
You may currently be leading customer care, customer service, customer operations, customer experience or contact centre functions within:
Logistics and supply chain
Transport or warehousing
Freight forwarding
Parcel delivery and postal services
Distribution and industrial services
Manufacturing
B2B service environments
Large-scale operational businesses undergoing customer service transformation
You may have worked for organisations such as Australia Post, Toll, DHL, FedEx, Team Global Express, Linfox, Mainfreight or similar organisations where customer care has evolved into a strategic business capability.
Most importantly, you'll bring experience:
Leading large, multi-site customer service or customer operations teams.
Delivering significant organisational transformation and change.
Building scalable customer care frameworks and operating models.
Implementing or optimising customer service technologies and CRM platforms.
Driving measurable productivity, efficiency and customer experience improvements.
Leading leaders across multiple locations and countries.
Translating strategy into execution and outcomes.
Influencing senior stakeholders and executive leadership teams.
Balancing customer experience, commercial outcomes and operational efficiency.
Why Lineage?
Lineage is more than just a cold storage logistics business. We’re focused on being a vibrant, innovative and progressive employer where all our teams work safely, harmoniously and efficiently toward a common purpose - transforming the food supply chain to eliminate waste and help feed the world.
Lineage is dedicated to building a diverse, inclusive and authentic work environment and encourages applicants from all backgrounds to apply.