The HRBP Manager – Retail Operations acts as a strategic partner to Retail Operations leaders, ensuring that people strategies directly support store performance, operational excellence, and customer satisfaction. This role balances strategic HR planning, hands-on field execution, and operational problem-solving, driving initiatives such as workforce optimization, capability development, performance improvement, SOP adoption, and employee experience—across both equity and franchise store networks.
The HRBP Manager ensures that people, process, and culture work seamlessly together to uplift operational KPIs (sales, service quality, labor productivity, safety, and customer experience).
Key Responsibilities
1. Strategic HR Partnership & Business Alignment
- Act as the primary HR Business Partner to Retail Directors, Cluster Heads, and Operations Leadership Teams.
- Connect business priorities such as service excellence, productivity, sales growth, and operational consistency with people strategies that deliver measurable retail outcomes.
- Lead workforce planning at national/cluster level: staffing model, skill mix, succession pipeline, and long-term labor cost optimization.
- Provide data-driven insights using HR analytics (turnover, productivity, engagement, skill readiness, store readiness) to influence leadership decisions.
- Partner with leadership on organization design, role restructuring, and capability transformation required for multi-year retail strategy.
2. Culture, Employee Experience & Leadership Development
- Champion the retail culture and embed service, safety, quality, and consistency into all people processes.
- Lead nationwide employee experience programs that strengthen engagement, wellbeing, and store morale.
- Develop leadership capability of Store Managers, Area Managers, and Supervisors through coaching, leadership journeys, and performance dialogues.
- Design culture-building initiatives that improve teamwork, ownership, and customer-centric behaviors across all stores.
- Act as a trusted advisor to senior leaders and a strategic voice for all retail employees.
3. Talent Acquisition Strategy & Workforce Pipeline
- Set the recruitment strategy for frontline and technical talent nationwide, focusing on quality, speed, and workforce sustainability.
- Build talent pipelines through partnerships with vocational institutes, trainee programs, internal mobility, and strategic workforce sourcing.
- Oversee talent attraction campaigns and employer branding for retail workforce segments.
- Ensure onboarding consistency and new-hire capability through structured training and digital SOP adoption.
- Reduce early turnover through data-driven interventions and targeted retention programs.
4. Capability Development, Training Alignment & Performance Culture
- Work with Retail Operations and Training teams to define capability standards for all roles (sales, technical, service, leader).
- Drive structured development programs (leadership pathways, technical certification, digital SOP proficiency).
- Oversee performance management across clusters—ensuring fairness, calibration, and development-oriented performance conversations.
- Identify high-potential talent and build succession readiness for critical positions (Store Manager, Area Manager, Senior Technician).
- Lead continuous improvement initiatives to elevate sales competencies, technical skill readiness, and customer interaction behaviors.
5. Employee Relations Governance & People Risk Management
- Oversee escalated ER cases, investigations, and compliance matters with professionalism and objectivity.
- Establish ER frameworks, leadership guidelines, and risk-mitigation protocols tailored to retail store environments.
- Conduct nationwide compliance reviews to ensure alignment with Thai Labor Law and company policies.
- Partner with Safety & Operations on proactive risk reduction (accident prevention, attendance control, misconduct prevention).
- Ensure all people-related risks are identified, monitored, and reported to leadership with clear action plans.
6. Rewards, Compensation Strategy & Cost Management
- Partner with HR leadership to analyze compensation competitiveness for frontline and technical roles.
- Recommend compensation adjustments, incentive frameworks, and career-based progression to improve attraction and retention.
- Monitor labor cost ratios at cluster level and support operational teams in optimizing manpower cost.
- Partner with Finance to ensure accurate payroll governance and workforce budgeting for the retail network.
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