Job Description
About the Role
We are looking for a Senior Manager – HR Business Partner & Retail Operations Training to play a dual strategic leadership role across a large nationwide retail and franchise network.
This role combines strategic HR partnership with retail training & operational excellence leadership, ensuring people strategies, culture, capability development and retail execution standards are fully aligned to business growth, service excellence and long-term brand strength.
You will partner closely with senior business leaders to shape organization design, people strategy, workforce capability, SOP standardization, customer experience and transformation initiatives.
Key Responsibilities
1. HR Business Partner Leadership
People Strategy & Organization Development
- Align people strategy with business goals and drive manpower planning, headcount optimization and organization design.
- Lead succession planning, leadership development and promotion governance across retail leadership.
- Oversee nationwide talent acquisition for frontline and corporate roles.
- Design and manage total rewards programs including salary structures, increments and store incentive schemes.
- Benchmark market competitiveness and ensure rewards drive performance, retention and cost control.
Employee Relations, Engagement & Culture
- Lead employee engagement programs and morale improvement initiatives.
- Oversee labor relations, disciplinary actions, investigations and conflict resolution.
- Foster a culture of integrity, fairness, accountability and respect.
Change Management
- Support organization transformation initiatives.
- Guide leaders through people-side change impacts and adoption.
HR Policy, Compliance & Risk
- Establish, update and govern HR policies.
- Ensure full compliance with Thai Labor Law and internal code of conduct.
- Identify people risks and implement mitigation plans.
HR Analytics & Business Insights
- Utilize HR data to provide insights for leadership and executive decision-making.
- Prepare workforce analytics, trends and executive-level reports.
2. Retail Operations Training & Store Excellence Leadership
Retail Standardization & Transformation
- Drive SOP-based retail standardization across all equity and franchise stores.
- Lead store audits, mystery shopper programs and retail transformation initiatives.
- Improve service quality, operational discipline and customer journeys.
SOP Governance & Operational Discipline
- Own and govern SOPs covering service flow, technical execution, sales behavior and safety culture.
- Champion digital SOP adoption and monitor compliance scores.
- Extend SOP frameworks and people development standards to franchise partners.
- Provide field coaching standards and benchmarking tools.
Customer Experience & Service Excellence
- Drive customer satisfaction improvements (reviews, NPS, revisit rate).
- Implement frontline service behavior standards and recognition programs.
- Monitor voice-of-customer insights and align store readiness actions.
Capability Development & Performance Culture
- Lead Retail Training & Learning teams nationwide.
- Design onboarding, technical, sales and service learning journeys.
- Build upskilling and leadership pipelines for high-potential talent.
- Drive performance management, feedback culture and continuous improvement.
- Lead EVP, engagement and culture transformation initiatives.
Qualifications & Experience
- Bachelor’s or Master’s in HR, Business, OD, Psychology or related fields.
- Minimum 10 years of progressive HR or retail leadership experience, with 5–7 years at senior leadership level.
- Strong advantage for experience in retail, automotive or franchise networks.
- Strong leadership, influencing, strategic thinking and stakeholder management skills.
- Fluent in Thai with strong English proficiency.