CP Axtra

Wholesale and retail distributor with omnichannel

Department Manager - Customer Experience

Customer ExperiencePosted on Nov 10

Full-timeBangkok, ThailandNo salary listedIn-person

About the Job

Requirements

A bachelor's degree or higher in Business Administration, Management, Corporate Communications, or a related field.
Five to eight years of experience in Customer Service, Customer Journey, or Customer Experience, including at least three years in a leadership role.
BPO management experience.
Strong knowledge of the retail, B2B, and B2C industries, and hospitality management.
E-commerce experience is a plus.
Good communication skills.
Energy, eagerness to learn, and flexibility to adapt.

Responsibilities

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.
Own and develop a knowledge management framework, including agent playbooks and support materials.
Ensure frontline teams have access to accurate, up-to-date, and actionable information.
Establish and refine standard operating procedures (SOPs) to drive consistency, efficiency, and scalability.
Continuously assess and optimize processes to improve service delivery and compliance.
Oversee business process outsourcing (BPO) partner performance against defined key performance indicators (KPIs) and service standards.
Identify performance gaps and lead structured improvement initiatives to elevate service quality.
Collaborate 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.
Lead customer experience initiatives from concept to execution.
Drive clear outcomes through structured planning, strong governance, and measurable impact.

Department Manager - Customer Experience

CP Axtra · Bangkok, Thailand · Full-time · Posted 2026-11-10

Workplace: on_site

Description

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:

1) 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

2) 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

3) 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

4) 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

5) 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

Requirements

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

Apply

Apply at CP Axtra

About the Company

CP Axtra

Wholesale and retail distributor with omnichannel

CP Axtra runs wholesale and retail networks in Thailand and across Asia, with two main segments: Makro for B2B wholesale and Lotus's for B2C retail in hypermarkets and supermarkets. It sources goods from suppliers and sells them through its stores and online channels, while also earning from leasing mall space; digital tools like the Makro PRO app and partnerships with Cainiao and Microsoft help manage inventory and personalize shopping. The company combines a large B2B wholesale ecosystem with a broad B2C retail footprint and a unified omnichannel experience to connect physical and online shopping. Its goal is to become a leading RetailTech company in Asia by improving supply chains, expanding its omnichannel reach, and growing its ecosystem of stores, online services, and mall spaces.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Bangkok, Thailand
Founded: 1988

Recently Posted Jobs

Explore more opportunities at CP Axtra

See more jobs