AVP, Head Of Client Experience, Asia (Hospitality)

TL;DR

AVP, Head Of Client Experience (Hospitality): Leading the design and execution of end-to-end client journeys across Asia with an accent on contact center operations and hospitality-driven service models. Focus on optimizing digital journeys, reducing friction in post-sale experiences, and developing a leadership bench for service excellence.

Location: Hong Kong

Company

hirify.global is a world-renowned luxury brand promoting access and ownership of exceptional art and luxury objects through auctions, private sales, and retail.

What you will do

• Own the regional client experience strategy to position service excellence as a competitive advantage that drives brand loyalty.
• Design and execute frictionless end-to-end client journeys across contact centers, in-person touchpoints, and digital channels.
• Lead and evolve contact center operations, optimizing multi-channel service delivery for speed, quality, and resolution.
• Partner cross-functionally to refine the digital client journey, specifically optimizing online checkout and post-sale experiences.
• Define and manage key CX metrics, using data-driven insights to prioritize high-impact improvements.
• Coach and develop a team of managers to build a leadership bench capable of sustaining high service standards.

Requirements

• 8+ years of leadership experience building and scaling client experience or customer operations in high-expectation environments.
• Deep expertise in multi-channel contact center operations and performance optimization at scale.
• Strong hospitality background with the ability to translate service excellence into measurable operating models.
• Demonstrated success in optimizing digital client journeys, including checkout and post-transaction support.
• Data-driven leadership approach using metrics to guide decision-making.
• Proven ability to lead change through influence and align cross-functional stakeholders.

Culture & Benefits

• Opportunity to hold a senior leadership role within a prestigious, global luxury organization.
• High-impact environment focusing on a client-first hospitality culture rooted in empathy and ownership.
• Collaborative ecosystem partnering with global specialists across 40 countries.
• Commitment to being an equal opportunity employer.