CXP Lead

• Work on clear and impactful projects to improve customer experience.
• Work with Heads of functional departments to initiate, plan and execute CXP plan projects.
• Coordinate and follow up with functional teams to ensure that all projects are delivered on-time, within scope and budget.
• Identify bottlenecks in interdepartmental processes and improve/streamline such processes.
• Track project progress; identify, report and resolve issues and risks in order to launch initiatives on time and smoothly.
• Identify new areas of growth or service improvement.
• Work with our international teams to learn and implement best practices.
• Challenge the status-quo such as current systems and processes to identify short- and long-term improvement opportunities.
• Report and escalate issues / problems to management as needed.
• Drive collaboration and positive relationships between functional departments within Daraz in order to meet common business goals.
• Drive major customer-focused projects such as NPS and CSAT within the CCO Team.
• Identify skill gap, work on skill and capabilities development plan, execute such plans to enhance knowledge, skill and abilities of the team members across the departments.
• Actively coordinate with regional team to devise impactful projects, exchange learnings and execute.

Requirements

• Minimum Bachelor’s Degree with minimum 1-2 years’ experience in relevant field
• Proactive and able to work both independently and within a team
• Proven negotiation skills, influencing abilities and strong numerical and analytical ability
• Ability to anticipate and identify problems and use sound judgement and fact-based analysis to develop effective and efficient solutions
• Demonstrated ability of excelling in fast-paced, changing and ambiguous environments and work under high pressure
• Working knowledge in Excel and MS Office package
• Ability to mentor, coach and act as a knowledge resource to other colleagues
• Good organizational skills including prioritizing, scheduling and time management with a focus in meeting deadlines

Benefits

• An international working environment in a start-up setting, and the unique opportunity to learn from industry leaders, including Lazada and Alibaba teams
• Work closely with country and group level management to build e-commerce in Nepal
• Hands-on experience in leading a team and growing a business
• Five days working week (Monday to Friday)
• Benefit Package: Social security fund, fuel expenses, employee discount voucher, mobile top ups and data pack, accidental insurance, medical insurance, full annual health check-up