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.