This case study examines Lotus’s, a leading retail chain in Thailand and a subsidiary of CP Axtra Public Company Limited. With operations across 75 provinces and a portfolio spanning hypermarkets, supermarkets, and convenience stores, Lotus’s contributed 37.7% of CP Axtra’s revenue in 2023. Key operational highlights include its flagship hypermarket division, which leads the Thai market with 226 outlets, and its innovative strategies, such as unmanned smart stores and AI-driven inventory systems.

Lotus’s faces three main challenges: (1) the shift in consumer behavior toward digital, instant, and personalized experiences; (2) the tension between local and global market forces in Thailand’s retail sector; and (3) the challenge of balancing labor laws with the need for technological advancements. To address these challenges, Lotus’s must strengthen its omnichannel strategy, leverage social media platforms, develop its private brands, and align workforce skills with emerging needs.

Lotus’s identifies three core opportunities: (1) expanding its presence in suburban and rural areas through its “Go Fresh” mini-supermarket; (2) further developing sustainability initiatives, such as eco-friendly packaging and food waste reduction; and (3) integrating technology-driven solutions to enhance the omnichannel shopping experience. By addressing these challenges and capitalizing on opportunities, Lotus’s aims to reinforce its market leadership and adapt to the evolving demands of Thailand’s dynamic retail landscape.