Country Manager South Korea - Luxury Customer Experience

Location: Seoul, South Korea 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. Role Overview: 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 Customer Officer, you will act as the main point of contact for all local matters and will have authority over a team of five people. This is a hands-on leadership role. You will be expected to work closely with clients, local teams and 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 Operational Excellence), ensuring clear priorities, effective collaboration, appropriate resourcing, and consistent execution. What you will be doing: 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. Oversee 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 global 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 professional presence, 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 build the capabilities required by the business. Requirements What will you bring along: 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 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 skills, 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.