ตำแหน่ง Sales and Spa Operations Manager (pre-opening) – MAAI Brand

บริษัท SLC Inter Lab Co., Ltd., Bangkok Thailand

ที่อยู่บริษัท

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
Responsible for a wide range of duties in providing ongoing support to internal stakeholders, store reps and sales associations across business from establishing the new spa stores to managing day to day operations, including financial performance (sales, controllable costs etc.), brand management, customer experience design, customer service standards, recruitment and performance management as well as brand plans and strategies.
Key Achievements
 Project Management: Successfully established two full-service spas with limited time, oversighting on all pre-opening projects end to end. Including brand concept development, recruiting for talents, training programs and store set up and systems implementation.
 Sales: Increased the sales growth to 200% within two months. Transformed existing sales operational processes and closed the gaps through driving aggressive growth and internal collaboration with multiple activities such as comprehensive trainings for store reps and driving alignment of sales associations across business for cross-sell. Increased online sales performance contributed to 70% increase organic growth by working closely with marketing manager to developed new online marketing strategies and tactics for marketing team.
 Operations: Successfully redesigned and implemented sales operational processes to standardize procedures and reduced 80% reps’ errors. Improved service delivery performance, inventory reduction and verifying forecast accuracy with driving action through influencing cross-functional team leaders to comply with procedures and policies. Resulting in reduced product defects, inventory and improve supply chain.
 Stakeholder Management: Created strong relationships with multiple stakeholders for cross-functional collaborations (Sales associations across business, product development, R&D, manufacturing, PR & Marketing, agencies and supply chain) to enhance sales activities, delivery of new services and overall company performance.
 Brand Management: Successfully developed 4 new spa services to strengthen brand positioning and competitive advantages with analysis market trends, competitor and customer satisfactions. This included a success in competitive positioning, market awareness and sales execution for customers through online marketing. Successful in attracting and increasing brand awareness of regional customers, resulted the sales growth of Hongkong customers to 30% by facilitating PR projects partnering with a regional agency.

ตำแหน่ง Operational Service Improvement Consultant - Freelance

บริษัท SLC Group, Bangkok, Thailand

ที่อยู่บริษัท

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
Comprehensive supported and provided guidance to the client in the healthcare and beauty services industry. Providing ongoing support to improve service delivery with designed and implemented service improvement activities aligned with each brand across multiple business under the umbrella, including aesthetic clinics, cosmetic hospital, dental clinic, beauty shops, and retails.

Selected Accomplishments:
Planning: Conducted surveys to gather customer insights and analyzed desired behaviors, root causes, training needs based on business priority. Analyzed and interpreted complex results and root causes for the improvement plans in reports and presentations.
Developing: Developed service process improvement plans through applications of improvement tools, change management, internal brand alignment and organizational development principles for transforming service culture. Created the leadership development solutions for line managers and trainers such as coaching, new hire orientation, and behavior assessment aimed to increasing competencies related to accountability, feedback, conflict management, leadership and coaching skills.
Leading changes: Identified areas for improvement and recommended solutions to the Board with presentations. Initiated change initiatives around service performance and work processes. Engaged in a deep level across businesses, providing consultation to executive team and leaders in building the capabilities and processes needed both to deliver bottom-line results, involving in coaching, and providing solutions. Facilitated internal communications to promote changes cross-functional communication and support for organizational objectives with key managers.
Enhancing: Maximized customer satisfaction by handling complaints and providing problem-solving resources aiming to increase customer loyalty and retention.
Controlling: Directed quality assurance teams by selecting, orienting, training, assigning, and disciplining. Established SOP, customer-satisfaction surveys, service performance evaluations, monitoring procedures, corrective actions, and verification procedures.
Key Achievements
 Established a new service model, “Elite Program”, to improve customer luxury experience, increased customer satisfactions from 68% in 2017 to 81% in 2019. planning overall service operational processes through applications of improvement tools, change management, internal brand alignment and organizational management principles for transforming service culture.
 Developed a new way of selling, “Consultative Selling” program and created training activities and tools to develop sales team’s selling skills.
 Developed learning activities, facilitating successful performance development training for 80% of frontline staff.
 Established and developed skills of a new trainer and an auditor. Including redesigned training programs, consulting trainers in the production of training curriculum and visual materials as needed for performance development.

ตำแหน่ง Cabin Crew

บริษัท Thai Airways International Public Co., Ltd.

ที่อยู่บริษัท

เงินเดือน สำหรับสมาชิกเท่านั้น

ลักษณะงานที่ทำ
Delivered a high-quality customer experience. Assisted in training for cabin crews, providing presentations of service procedures based on service quality standards and service culture. Mentored trainees onboard on in-flight service and safety procedures.

สถาบัน Knowledger Co., Ltd.

หลักสูตร Project Management Practitioner

สถาบัน Thailand Productivity Institute

หลักสูตร Balanced Scorecard

สถาบัน Technology Promotion Association (Thailand-Japan)

หลักสูตร Quality Assurance