Omni-channel Process Excellence Specialist

We are looking for an Omni-channel Process Excellence Specialist to drive process optimization across our O2O and Personal Shopper (PS) operations. This role will focus on mapping and improving end-to-end operational workflows, developing SOPs, analyzing root causes, and using data-driven insights to improve fulfillment efficiency, customer experience, and operational performance. Key Responsibilities 1. Personal Shopper (PS) Operations & Process Design Map and optimize end-to-end Personal Shopper workflows, including customer chat, item picking, product substitution, payment, and order dispatch. Develop standardized scripts, service guidelines, and SOPs to ensure consistent service quality. Support PS promotional campaigns by ensuring store operational readiness, tools, and inventory visibility. Identify operational pain points in PS tools and systems and work with IT/Tech teams to improve efficiency and reliability. 2. Process Optimization & Continuous Improvement Map and document end-to-end O2O operational processes across stores, new sales channels, and hubs. Apply Lean / Continuous Improvement methodologies to eliminate bottlenecks, reduce fulfillment cycle time, and improve cost efficiency. Develop operational readiness checklists for new stores, new hubs, and new sales channels / PS services. 3. Root Cause Analysis & Quality Assurance Analyze operational pain points such as low fulfillment rates, order synchronization delays, pricing errors, and customer satisfaction issues. Conduct root-cause analysis on customer complaints and fulfillment failures and coordinate corrective actions with Store Operations, QC, and IT. 4. SOP Development, Audit & Training Develop, update, and maintain SOPs, operational guidelines, and training materials for store teams and Personal Shoppers. Deliver training when new tools, features, campaigns, or workflows are introduced. Conduct operational audits to ensure compliance with O2O and PS service standards. 5. Data Analytics & Reporting Track and analyze key O2O and PS performance metrics, including Fulfillment Rate, PS Response Time, Order Cycle Time, Average Order Value, Customer Retention Rate, and NPS. Prepare weekly/monthly process efficiency reports and provide actionable insights to support operational decision-making and channel expansion. Qualifications Bachelor's degree in Industrial Engineering, Business Administration, Supply Chain Management, Operations Management, or a related field. 3–5 years of experience in Process Excellence, Retail Operations, O2O Fulfillment, Personal Shopper, Chat Commerce, or Social Commerce Operations. Knowledge of chat-commerce tools such as LINE OA and messaging platforms, as well as Personal Shopper workflows. Proficient in process mapping tools such as Visio, Lucidchart, or Miro. Strong data analysis skills with Advanced Excel, Power BI, Tableau, or SQL. Familiarity with Lean, Six Sigma, or Kaizen methodologies is a plus. Strong analytical and problem-solving skills with the ability to identify process gaps and develop root-cause solutions. Good communication and coaching skills, with the ability to translate technical processes into practical store-level execution. Customer-centric mindset and adaptability in a fast-paced retail environment. Able to work at Central Chaengwattana Office Tower.