Moët Hennessy Head of Customer Service

About Moët Hennessy

Moët Hennessy, the wines and spirits division of LVMH, brings together some of the world’s most storied maisons, uniting centuries of craftsmanship with a distinctly contemporary spirit. As an employer, it offers an international environment where heritage, excellence, creativity, and responsible innovation shape every profession, from vineyards and cellars to marketing, distribution, finance, and hospitality. The group values talent capable of honoring exceptional savoir-faire while anticipating the expectations of discerning consumers worldwide. Through its global reach, entrepreneurial culture, and commitment to sustainability, Moët Hennessy provides careers defined by prestige, purpose, and the pursuit of enduring luxury.

Role & Responsibilities

• 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
• Oversee the end-to-end order lifecycle across APAC, ensuring excellence from order capture through final delivery for both sales and intercompany orders
• Drive cross-functional alignment across Sales, Demand & Supply Planning, Logistics, and Finance to ensure seamless planning and execution
• Establish robust governance frameworks to manage trade-offs in complex supply environments
• Ensure full compliance with international trade regulations, transportation laws, and local market requirements
• Act as a key connector across the supply chain, embedding customer service within planning, distribution, and logistics strategies
• Identify structural inefficiencies and lead regional transformation initiatives to simplify processes and enhance service reliability
• Leverage advanced analytics, AI, and digital tools to optimize service performance, inventory flows, and customer responsiveness
• Define and institutionalize best-in-class service KPIs including OTIF, fill rate, order cycle time, and 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 standard operating procedures and governance frameworks across the region
• 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
• Champion customer service transformation initiatives including automation, digitalization, and process re-engineering
• Partner with IT and global teams to deploy next-generation tools including OMS, ERP, APS, and AI-enabled solutions

Qualifications

• Minimum 15 years of supply chain or customer service leadership experience with significant regional or global scope within FMCG, luxury, or beverage industries
• Proven ability to operate at both strategic and operational levels while influencing senior stakeholders
• Demonstrated success leading large-scale transformation initiatives including digitalization and operating model redesign
• Deep understanding of B2B customer dynamics and ability to translate service into competitive advantage
• Strong capability in leveraging data, KPIs, and advanced analytics to drive decision-making and performance
• Ability to lead in complex, matrix, and multicultural environments, building strong collaborative partnerships
• Strong knowledge of ERP systems (particularly SAP) and planning tools
• Experience with emerging technologies including AI and automation
• Strategic, analytical, and commercially minded approach
• Cultural agility with strong cross-market sensitivity and diplomatic skills
• Demonstrated ability to empower teams and drive collaboration in diverse environments
• Resilience and agility in navigating ambiguity and complexity
• Passion for luxury, craftsmanship, and sustainability

Skills

Experience

Minimum 15 years of progressive leadership experience in supply chain or customer service operations, with significant exposure to regional or global scope within FMCG, luxury goods, or beverage industries. Candidates should demonstrate substantial experience in strategic leadership, transformation initiatives, and managing complex, multicultural teams across multiple markets.

Education

Not specified

Workplace

Culture

Moët Hennessy offers a workplace culture rooted in heritage, craftsmanship, and the art of hospitality, where employees contribute to some of the world’s most prestigious wines and spirits Maisons. The environment combines international collaboration with a strong commitment to excellence, sustainability, and innovation, encouraging teams to preserve tradition while shaping the future of luxury experiences.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.