CP Axtra PCL (Lotus's)
Department Manager - Customer Experience
atCP Axtra PCL (Lotus's)We are looking for candidate that will be responsible for improving the overall journey of Customer Experience (CX) from managing agent training, working process planning and optimizing. We are looking forward to a team member that has the same value of improving customer experience, being active and energetic.
Role & Responsibilities:
- Service Capability Development
- Design and continuously enhance training programs to develop a high-performing service workforce
- Equip teams with strong product knowledge, customer engagement skills, and a customer-centric mindset
- Knowledge Management Excellence
- Own and develop a robust knowledge management framework, including agent playbooks and support materials
- Ensure frontline teams have access to accurate, up-to-date, and actionable information
- Operational Governance & SOP Optimization
- Establish and refine standard operating procedures (SOPs) to drive consistency, efficiency, and scalability
- Continuously assess and optimize processes to improve service delivery and compliance
- Quality & Performance Management
- Oversee BPO partner performance against defined KPIs and service standards
- Identify performance gaps and lead structured improvement initiatives to elevate service quality
- Cross-Functional Stakeholder Leadership
- Collaborate closely with business, operations, and technology teams to align priorities and resolve service challenges
- Act as the key bridge between internal stakeholders and external service partners
ุุ6) CX Transformation & Project Delivery
- Lead customer experience initiatives from concept to execution
- Drive clear outcomes through structured planning, strong governance, and measurable impact
- 5-8 years of experience in Customer Service, Customer Journey, or Customer Experience (CX) with a minimum of 3 years in leading role.
- Bachelor's degree or higher in Business Administration, Management, Corporate Communications, or related fields.
- BPO management experience
- Strong knowledge in retailer, B2B, B2C industry, and hospitality management field. E-commerce experience is a plus.
- Good communication skills.
- Being energic, Keen to learn new things, and being flexible to adapt
Skills required
- Energetic
Experience required
- 5 years
Career level
- Senior Level
Salary
- 50,000 - 80,000 THB, Negotiable
Job function
- Customer Service
- Management
Job type
- Full-time
Company overview
Lotus's operates in Thailand as an omni-channel retailer. It sets out to bring shoppers well-made products at reasonable prices, while contributing positively to customers, colleagues and communities. Customers are reached through over 2,000 stores across Thailand and t ...
Why join us: “At Lotus's, we are looking for people who are the change-agent with a passion to grow in both work and life. People who have the ability to think in an agile way and make everyday as a history to leave their own legacy in every part of business.” Lotus's People are: People wh ...
