Department Manager - Business Process Digitalization and TQM

Makro PRO

Bangkok, Bangkok, Thailand permanent

Posted: April 1, 2026

Job Description

The Department Manager of Business Process Digitalization and TQM will support the Senior Manager in driving enterprise-wide initiatives focused on operational excellence, process optimization, digital transformation and quality governance. This role is responsible for the hands-on implementation of Digitalization, Lean Six Sigma methodologies and TQM principles, particularly within FMCG or retail supply chain environments. The position is pivotal in bridging the gap between digital strategy and frontline execution to ensure a seamless, efficient, and customer-centric O2O (Online-to-Offline) operation.

Key Responsibilities

Process Digitization & Execution

• Execute end-to-end digitization of store and back-store processes to enhance O2O fulfillment speed and accuracy.
• Monitor and analyze process workflows to identify opportunities for automation and data-driven decision-making.
• Support the implementation of digital tools at the store level, ensuring high adoption rates and minimal disruption to operations.

Lean & Continuous Improvement

• Lead Kaizen events and Lean initiatives to eliminate waste (MUDA) within the supply chain and store fulfillment processes.
• Utilize Lean Six Sigma tools (e.g., Value Stream Mapping, 5S, Poka-Yoke) to optimize picking paths and consolidation efficiency.
• Conduct "Gemba" walks to identify root causes of operational bottlenecks and implement sustainable solutions.

Quality Management & Compliance

• Maintain and update Standard Operating Procedures (SOPs) to ensure consistency across all business units.
• Track and report on Quality Performance Indicators (QPIs), such as Order Accuracy, On-time and Related performance indicators.
• Assist in ensuring readiness for ISO standards (e.g., ISO 9001) and internal quality governance frameworks.

Team Collaboration & Change Management

• Work closely with cross-functional teams (IT, Operations, and Supply Chain) to deliver improvement projects with measurable results.
• Act as a change agent by coaching frontline staff on Innovation/Lean thinking and the benefits of new digital processes.
• Prepare project progress reports and presentations for senior management.

Requirements:
• Bachelor’s or Master’s degree in Industrial Engineering, Logistic, or a related field.
• Minimum 7+ years of experience in business process improvement or quality management
• Solid knowledge of Lean Six Sigma (Green Belt or Black Belt) and experience in a fast-paced retail or wholesale environment.
• Proficiency in process mapping software (Visio), data analysis and data visualization tools (Power BI) to drive data-driven insights.
• Strong communication skills with the ability to coach and influence frontline operations.

• Excellent in English language

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