Country Manager South Korea - Luxury Customer Experience

• We are growing! We are currently looking to hire a Country Manager South Korea – Luxury Customer Experience for our Seoul office.
• About CXG:
• Founded in 2006, CXG is a global customer experience company uniquely positioned at the intersection of data-driven retail performance, customer experience transformation, and operational execution across 200+ luxury brands worldwide.
• The mission of our 270 collaborators is to help brands transform customer and employee experiences through tailored insights, strategy, and implementation.
• We are passionate about delivering impacts.
• Our clients include the world’s most admired luxury houses, and our solutions combine research, technology, and human expertise to elevate every customer interaction.
• Your role:
• As Country Manager for South Korea, you will be the senior local leader and will hold full accountability for the country's P&L, commercial growth, client satisfaction, team performance, operational execution, and the quality and profitability of locally delivered projects.
• Reporting to our CXG Chief Commercial Officer, you will act as the main point of contact for all local matters and will have authority over a team of 5 people.
• This is a hands-on leadership role. You will be expected to work closely with clients and local teams, our global teams, personally drive business development, make day-to-day operational decisions, and intervene directly when commercial or delivery performance requires support.
• You will lead the South Korea team across Customer Success and Operations (in partnership with the Chief of Operation Excellence), ensuring clear priorities, effective collaboration, appropriate resourcing, and consistent execution.
• Your responsibilities:

1. Country Leadership, Team Management and Accountability

• Lead the South Korea team with energy, clarity, empathy, and a strong sense of ownership.
• Set clear responsibilities and decision-making authority across the local organization, while remaining close enough to the business to identify issues early and remove obstacles quickly.
• Manage, coach, empower, and hold local team members accountable for their scope of work and promote a consultative, solution-oriented and commercially proactive mindset.
• Set clear individual and collective objectives, with a particular focus on client growth, project quality, operational excellence, profitability, and execution discipline.
• Make timely resource and staffing decisions based on project requirements, commercial priorities, delivery risk, and the financial performance of the market.
• Foster a positive, inclusive, collaborative, and performance-driven culture across the local team.
• Ensure the South Korea team operates in full alignment with CXG's global policies, processes, methodologies, quality standards, and ethical expectations.

2. Business Performance, P&L and Market Development

• Define and execute the South Korea business plan in line with CXG's regional and global strategy and the specific characteristics of the local market.
• Own the full P&L of the South Korea business, with clear accountability for revenue, gross margin, operating expenses, cash collection, forecasting, and overall profitability.
• Personally lead an ambitious and hands-on business development strategy, actively originating, pursuing, and converting new business opportunities rather than relying primarily on regionally or globally generated leads.
• Develop and maintain a strong network of senior decision makers in South Korea and establish CXG as a trusted strategic partner to both Korean and international brands.
• Activate and expand local opportunities with international brands for which CXG already holds regional or global relationships, building the local trust and executive engagement required to generate additional business.
• Identify and win new logos, including Korean premium and luxury brands, international brands operating in South Korea, and companies within CXG's priority industries.
• Develop CXG's presence in priority sectors in South Korea, including luxury and premium retail, automotive, hospitality, and other relevant client ecosystems.
• Build a healthy and diversified pipeline combining growth from existing accounts, new logos, new solutions, cross-practice opportunities, and multi-year engagements.
• Balance short-term revenue generation with the development of sustainable, profitable client relationships and a strong long-term position for CXG in South Korea.
• Establish clear local ownership of business development, ensuring that Customer Success Managers proactively generate qualified opportunities and expand their accounts.
• Set and monitor clear commercial objectives and performance indicators for the local team, with named ownership and disciplined follow-up for each opportunity.
• Track market performance and provide clear, consistent reporting to the Chief Customer Officer and other relevant global stakeholders.
• Lead the annual budgeting and regular reforecasting processes, take corrective action when results deviate from plan, and ensure financial decisions support both growth and profitability.
• Maintain a disciplined and transparent pipeline, with reliable forecasting, clear ownership of opportunities, realistic probabilities, and consistent follow-up through to conversion.

3. Project Delivery and Quality

• Own the quality, timeliness, scope, and profitability of all locally delivered projects, ensuring that commitments made to clients are realistic and consistently met.
• Follow delivery governance, including project reviews, resource planning, quality controls, margin monitoring, risk identification, and clear escalation paths.
• Review the performance of key or at-risk projects, challenge delivery plans when required, and intervene directly to resolve issues affecting quality, deadlines, client satisfaction, or profitability.
• Act as the senior local escalation point for clients and ensure that concerns are addressed quickly, transparently, and with clear ownership.
• Guide the team in designing impactful client solutions by leveraging CXG's full range of practices, methodologies, data, and expertise.
• Ensure that Customer Experience Evaluation and other measurement solutions provide a strong foundation for client relationships while systematically identifying opportunities to broaden and deepen those relationships.
• Ensure that proposals and client conversations clearly articulate CXG's differentiation: deep luxury and premium expertise, a glocal delivery model, proprietary experience data and benchmarks, an integrated view of customer and employee experience, and in-house teams in each market.
• Promote CXG's thought leadership, reputation, and visibility in the South Korean market.
• Deliver impactful client presentations and ensure the team communicates with clear content, a confident and professionalpresence, and an engaging tone of voice.

4. Operational Governance and Office Management

• Coordinate closely with regional and global Operations teams to ensure operational excellence, appropriate capacity, and effective development and engagement of the local evaluator community.
• Oversee the overall management of the South Korea office and key administrative processes, including receivables, supplier and vendor coordination, office maintenance, and the timely payment of local bills and services.
• Lead local workforce planning and support recruitment, onboarding, performance management, and succession needs to maintain the capabilities required by the business.

Requirements

• Master's degree or equivalent experience in Business Administration, Management, Marketing, or a related field.
• Minimum 12 years of experience in consulting, customer experience, market research, retail, marketing, or sales, including significant responsibility for a local market, business unit, or client-facing operation.
• Fluency in Korean and English, with the ability to influence senior stakeholders and lead complex client conversations in both languages.
• Demonstrated accountability for a P&L, including revenue growth, margin management, budgeting, forecasting, cost control, and corrective action.
• A strong track record of personally originating, developing, and winning new B2B business in South Korea, supported by a relevant network of senior local decision-makers.
• Proven experience leading multidisciplinary teams and maintaining high standards of client service, project delivery, quality, and operational execution.
• Deep understanding of the premium and luxury market and the business dynamics shaping client priorities.
• Strong knowledge of the South Korean market, business culture, and local client expectations.
• An established network within the luxury, premium retail, automotive, hospitality, consulting, or other relevant B2B sectors in South Korea.
• Proven success in team leadership, performance management, strategic planning, and hands-on execution.
• Strong financial, commercial, operational, and strategic acumen.
• A hands-on, resilient, and entrepreneurial leadership style, with the ability and willingness to move between strategy, sales, client management, project oversight, and operational problem-solving.
• Effective and polished presentation abilities, with a persuasive, diplomatic, and engaging communication style.
• A strong consulting mindset, sound judgement, and the ability to make decisions and remain accountable for their commercial, operational, and people impact.
• Why join us?
• This is a strong opportunity for a driven and business-savvy leader to take full ownership of a country operation while remaining close to clients, teams, projects, and the market.
• At CXG, you will be part of a global, multicultural, and mission-driven team. You’ll take on meaningful projects, develop impactful solutions, and work alongside passionate professionals who believe in shaping better customer and employee experiences.
• We would love to hear from you if you are looking for a role with autonomy, accountability, influence, and the opportunity to build sustainable growth in South Korea.