newmew

Retail / Shops

Business Development Officer – Customer Experience and Growth

Views: 89|Published on: Jan 13, 2026

Sales / Public Relations

+1 more

Mid Level

Full Time

Vacancy: 1

Mid-Baneshwor, Kathmandu|

Experience: More than 3 years|

Not Disclosed

Job Description

Roles and responsibilities of this job

Accountability & Objectives: Oversee exceptional customer experiences by managing interactions, tracking performance, and resolving escalations. Drive sales and revenue growth through data-driven insights and cross-functional collaboration. Lead team development and continuous improvement initiatives to optimize the customer journey, enhance CX productivity, and ensure consistently high-quality service.

Key Responsibilities

Customer Experience Ownership (Primary Responsibility: 70%)

Own the entire CX lifecycle: pre-sale, onboarding, post-sale, support, and retention.
Monitor and improve all customer touchpoints (website, onboarding flow, communication, support, feedback).
Analyze customer feedback, complaints, reviews, and NPS to identify gaps and improvement areas.
Design and implement CX strategies to improve: Customer satisfaction, Retention & repeat purchases, Customer trust and brand perception
Work closely with CX/support teams to ensure high-quality service delivery.
Create and improve CX processes, SOPs, and service standards.
Proactively bring new ideas, tools, and workflows to elevate customer experience.

Business Development & Sales Support (Secondary Responsibility: 30%)

Support the Sales Manager in identifying growth opportunities from existing customers.
Collaborate with sales to improve conversion rates through better customer insights.
Identify upselling, cross-selling, and retention opportunities.
Track customer behavior and recommend strategies to increase lifetime value (LTV).
Ensure smooth handover between sales and CX to avoid drop-offs or dissatisfaction.
Participate in sales campaigns where customer experience plays a role in closing or retention.

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than 3 years

Other Specification

Education: Bachelor’s degree required; advanced degree preferred.
Experience: 3+ years of experience in Customer Experience, Business Development or Sales Operations.
Skills: Fluent with CRM systems, CX platforms, and reporting tools (e.g., Zendesk, Salesforce, Power BI).
Language: Fluent in English and Nepali (Written & Verbal)

Key Attributes (Mindset & Interpersonal Skills)

Strategic thinker with a focus on enhancing the customer journey.
Proactive, adaptable, and results-oriented.
Strong analytical and problem-solving skills, with experience interpreting CX metrics and generating actionable insights.
Excellent communication, interpersonal, and leadership skills.
Strong understanding of online/digital business models.
Problem-solver with a continuous improvement mindset.
Ability to independently propose and execute new ideas.

Skills Required

Required skills for this job

Reporting

Business Development

Strategic Thinking

Power Bi

CRM Software

Salary

Offered financial and non-financial compensation for this job

Offered Salary:Not Disclosed

Applying Procedure

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Apply Before: Jan 28, 2026

About the organization

newmew

Retail / Shops

Mid-Baneshwor, Mata Kumari Marga, Kathmandu Nepal

Since 2015, Newmew Nepal has actively committed to satisfying the needs of numerous Nepalese individuals by providing affordable, high-quality eyewear. Over time, we have expanded our product range to include over 1000 distinctive eyewear styles and designs.

The company's vision is to become a trusted provider of eyewear solutions, catering to all age groups, with a focus on quality, innovation, and customer satisfaction. Its mission is to deliver a diverse range of sunglasses, lenses, frames, and glasses that meet the needs and preferences of consumers in Nepal, while maintaining high standards of product quality and service excellence. With a commitment to continuous improvement and sustainability, we strive to establish long-term relationships with our customers, employees, and stakeholders, and contribute positively to the eyewear industry in Nepal.

We envision a world where everyone has access to stylish eyewear that enhances their unique style and vision, and we are committed to making this vision a reality. Join us on our journey to make eyewear more than just an accessory – let's make it a reflection of your unique identity and a tool for a clearer, brighter future.