Process & BD Team Lead (CS Team)

About the role

As a CRM - Process & BD Team Lead, you will be a key force in connecting customer experience management (CRM), operational excellence, and business development. You will create working standards (SOP & Knowledge Base), lead team design of Process Flow, communicate across departments, and apply insights from Social Commerce channels (particularly TikTok Shop) to enhance Thai Mart's efficiency across all systems.

Key responsibilities

• Analyze, design, and enhance end-to-end workflows across the CRM system and connection points with external partners and vendors
• Create and update Standard Operating Procedure (SOP) manuals to be flexible, concise, easy to understand, and practical to implement
• Create and manage the organizational Knowledge Base (KB) as a central hub for work information that is continuously updated
• Develop communication and training curricula (Training & Onboarding) to ensure teams and BPO/Partners maintain unified working standards
• Apply understanding of the ecosystem (such as Customer Journey, Escalation, After-sales, Seller & Creator Operations) to adjust CRM processes to meet modern customer behavior
• Analyze pain points in service delivery on Social Commerce platforms to improve processes and create new business opportunities (BD Growth)
• Lead and develop the CRM/Process team to work efficiently while driving Key Metrics (such as CSAT, SLAs, Error Rate)
• Conduct Root Cause Analysis (RCA) with cross-functional teams (BD, Marketing, Tech, Customer Experience) to resolve structural issues and develop new solutions

About you

• 3–5 years or more of direct experience in Process Optimization, SOP Development, Quality Assurance (QA), or Knowledge Management (KM)
• Direct or close experience working with TikTok Shop, Social Commerce, or E-Commerce Marketplace (such as TikTok Shop, Shopee, Lazada)
• Experience in roles such as Team Lead, Senior Analyst, QA/KM Specialist, or Program Manager
• Systematic and analytical thinking skills with expertise in Process Mapping (such as Lucidchart, Miro, Figma, Confluence)
• Strong ability to summarize, communicate, and convey complex information in an easy-to-understand manner; skilled at creating Knowledge Base and educational content
• Ability to conduct Root Cause Analysis (RCA) and read data/metrics to improve processes
• Effective cross-departmental communication and coordination with high flexibility and agility in workflow

About us

Thai Mart is an organization where you will be a leader in revolutionizing the CRM system and developing the entire work structure, from front-end operations to the organization's backend systems, to drive unlimited business growth.

Benefits

• Competitive salary and performance bonus based on capability and work results
• Career growth opportunities in management track with the chance to create real impact for the organization
• Group health insurance and special employee benefits