Regional Program Manager - Customer Experience

Founded in 2015, Daraz is South Asia’s leading e-commerce platform in Pakistan, Bangladesh, Sri Lanka, Nepal and Myanmar. It empowers more than 100,000 active sellers with world-class marketplace technology to reach the fast-growing consumer class in a region of 500 million people. Through Daraz Express and Daraz Pay, it operates the most efficient and digitalised logistics and payments infrastructure in its markets. Daraz’ vision is to be a champion of South Asia serving 100 million customers and businesses by 2030.

Job Description

Your role is to:

• Lead different regional Buyer & Seller Experience projects and will be responsible to drive strategic initiatives and create synergies between our different markets with the aim to increase customer retention and loyalty;
• Be an integral part of Daraz efforts towards offering the best experience to our customers;
• Own different regional buyer and seller experience focused PMOs to ensure continuous improvements for enhanced experience and performance;
• Collaborate closely with CXP teams across all markets to execute the most customer centric strategies possible;
• Grow to help the business get better, every day, 1% at the time, ensuring we offer best-in-class experience. Constantly review industry best practices and benchmarks to ensure that Daraz remains competitive and maintains market leadership across all markets;
• Lead by example while embodying Daraz values (Continuously Innovative; Generosity of Spirit; Deliver on our Promise; Make It Personal) advocating for more customer experience focus companywide;
• Strategise and dive deep into the business to develop a first-hand understanding of major pain points faced - both externally by our customers and internally by your experience team
• Scale new processes and further drive innovative product developments, working closely with our product and data teams that help the business get better;
• Enhance performance by setting clear KPIs and measuring against these on a regular basis to ensure strong project performance;
• Do and figure out how to get from A to B – and actually make it happen – at Daraz, we are big fans of leading by example, pulling up your sleeves and getting things done;

A bit about you:

• 2+ years experience in project management, business development, operational excellence or customer experience roles within the tech / eCommerce / retail / consulting industry
• Have a bias towards action and are able to thrive in a fast-paced, constantly changing work environment;
• Have a talent for synthesising complex projects, can independently translate high-level goals into actionable plans, and enjoy implementing processes;
• Crave responsibility and want to shape the vision and direction of the company;
• Able to deal and thrive in high ambiguity environments that are continuously evolving and changing;
• Diligent and have a strong tendency to make data-driven decisions;
• Down to earth, humble, and hence are able to work with Darazians across all seniority levels;

What We Offer

• International working environment in a start-up setting and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth.
• A platform to learn from Alibaba’s world-leading ecosystem.
• Rigorous training and exposure in team management, leadership, business analytics, and operations.
• An opportunity to train the next generation of business leaders in the ‘tech’ industry.
• Competitive salary and incentive package.