Our client is hiring a newly created role for a leader who can shape the future of digital commerce and customer experience across a diverse, multi‑market environment. This position oversees how customers engage with a wide digital ecosystem — including consumer apps, web platforms, loyalty experiences, retail media, and supplier‑facing tools — and ensures those journeys are seamless, reliable, and commercially effective.

You will operate at a strategic altitude, influencing product, engineering, operations, and data teams while driving measurable improvements in satisfaction, delivery performance, and digital engagement. A key part of the mandate is guiding the organization’s advancement into agentic AI, determining where automated agents, smarter recommendations, and AI‑driven interactions can meaningfully enhance discovery, conversion, and service.

In this role, you will:

Set the direction for Customer Experience and Digital Commerce across multiple markets
Strengthen reliability across ordering, fulfillment, delivery, and service recovery
Identify friction points across digital journeys and mobilize cross‑functional teams to resolve them
Lead the development and scaling of agentic AI capabilities, ensuring they improve customer outcomes
Translate customer insight, behavioral data, and market signals into clear priorities and investment cases
Influence senior stakeholders and align diverse markets around shared digital experience goals

You will oversee digital journeys across:

Consumer shopping apps and web commerce platforms
Loyalty ecosystems and digital membership experiences
Retail media touchpoints in both digital and physical environments
Supplier‑facing digital platforms supporting B2B ordering and engagement

Ideal candidates will have:

10+ years driving digital customer experience or digital commerce at scale
Hands‑on experience with agentic AI tools and AI‑enabled product capabilities
Strong omnichannel understanding - how digital and physical journeys intersect operationally
Asia multi‑market leadership experience and the ability to adapt to varied customer behaviors
A track record of influencing senior leaders and driving change across product, engineering, ops, and data teams
Adaptability in a fast-paced environment while navigating operational complexity
The ability to convert complex insight into strategic direction and measurable outcomes

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Regional Head of CX and eCommerce

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