Customer Experience & Process Improvement Manager (Aesthetics Clinic)

Our client is a leading aesthetics clinic in Thailand and is seeking a Customer Experience & Process Improvement Manager to enhance the overall customer journey, optimise operational processes, improve sales effectiveness, and develop scalable business processes that support sustainable growth and operational excellence. Job Description: Analyse existing workflows and identify opportunities to improve operational efficiency across the organisation. Design and implement standardised operating processes across multiple clinic branches to ensure consistency and operational excellence. Develop and maintain Standard Operating Procedures (SOPs) to enhance service consistency, execution quality, and operational effectiveness. Collaborate with cross-functional teams to improve overall business performance and operational efficiency. Evaluate the end-to-end customer journey, from appointment booking through post-treatment follow-up, to identify opportunities for service enhancement. Identify bottlenecks impacting customer satisfaction and recommend practical process improvements. Enhance service standards while reducing waiting times and operational inefficiencies. Support initiatives that improve customer retention, satisfaction, and long-term loyalty. Improve customer conversion throughout the consultation, treatment, and purchasing journey. Support the execution of promotional campaigns and evaluate their operational effectiveness. Develop strategies to encourage repeat business while maintaining a customer-centric approach. Monitor branch performance and recommend initiatives to improve productivity and operational performance. Establish control mechanisms for promotions, discounts, approvals, and operational compliance. Improve operational transparency through KPI reporting, performance dashboards, and management reporting. Eliminate process duplication and strengthen accountability across departments and branch operations. Enhance customer relationship management (CRM) strategies throughout the entire customer lifecycle. Support customer retention, reactivation, referral, and loyalty programmes to maximise customer lifetime value. Utilise customer insights and performance data to improve engagement and long-term customer relationships. Collaborate with internal stakeholders to develop and deliver operational training programmes. Ensure new products, promotional campaigns, and operational initiatives are implemented consistently across all clinic branches. Support a culture of continuous improvement by measuring adoption rates, operational effectiveness, and business outcomes. Qualifications: Bachelor’s degree in Business Administration, Management, Engineering, or a related field. Minimum 5–10 years of experience in Strategy & Operations, Business Excellence, Commercial Excellence, Process Improvement, or a similar role within the healthcare, clinic, consulting, retail operations, hospitality, or related industries. Strong analytical and problem-solving skills, with the ability to identify root causes and develop practical, sustainable solutions. Experience working with operational KPIs, performance dashboards, CRM systems, and business performance metrics. Excellent stakeholder management skills, with the ability to collaborate effectively across cross-functional teams.