Director Customer Experience job in karachi

Full time On-site @Daraz in E-Commerence / E-Business , in Information Technology , in Sales & Marketing
  • Daraz Pakistan, Sky Tower B, Block 4, Scheme #5, Block 4 Clifton, Karachi, 75500
  • Post Date : April 11, 2023
  • Apply Before : June 27, 2023
  • Salary: Negotiable
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Job Detail

  • Job ID 11952
  • Experience 8 Years
  • Gender MaleFemaleTransgender
  • Industry Information Technology
  • Qualifications Bachelor’s Degree

Job Description


  • Own: All major buyer and seller experience processes and projects to ensure continuous improvements for enhanced experience and performance.
  • Promote: Culture of excellence for all stakeholders.
  • Collaborate: Strategically partner with cross-functional owners to ensure the highest levels of customer and seller support in onboarding and training, professional services, support, customer success management, renewals, and customer advocacy.
  • Strategize: 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 – and lead the development of our roadmap aligned with strategic business priorities;
  • Lead: The Pakistan CXP team (covering customer service & experience) and collaborate closely with teams across the organization to execute the most customer centric strategies possible, working with leadership teams as well as cross-departmental teams to drive customer experience and uplift customer loyalty;
  • Grow: to help the business get better, every day, 1% at the time, ensuring we offer best-in- class experience. You review industry best practices and benchmarks to ensure that Daraz remains competitive and maintains market leadership across all markets.
  • Create: “rinse and repeat” procedures utilizing Standard Operating Procedures, Playbooks, and Service Level Agreements to formalize best practices and improved Customer Success / Professional Services workflows;
  • Build: Recruiting experienced leaders for each functional job, draw in high potential individual contributors, and foster a performance-driven culture to manage world-class Customer Success and Professional Services teams;
  • Enhance: Performance by setting clear KPIs and measuring against these on a regular basis to manage team performance;
  • Do: 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.

We are Looking for:

  • Approachable: you are down to earth, humble, and hence are able to work with Darazians across all seniority levels;
  • Experience: 8+ years experience in leadership roles within the tech / eCommerce / retail / consulting industry, having managed cross-functional projects and teams, having created a customer centric culture where the entire organization framework is build towards improving experience.
  • Leader: you can influence and motivate people with or without direct authority, at all levels of the organisation and across a variety of job functions.
  • Adaptable: you are able to deal and thrive in high ambiguity environments that are continuously evolving and changin
  • Self-starter: you have a bias towards action and are able to thrive in a fast-paced, constantly changing work environment;
  • Problem solver: you have a talent for synthesising complex projects, can independently translate high-level goals into actionable plans, and enjoy implementing processes;
  • Driver: you have a proven track record of being the voice of the customers at a strategic level. With ability to position, deliver, and support customer achievement utilizing a customer-first mindset.
  • Owner: you crave responsibility and want to shape the vision and direction of the company;
  • Analytical: you are extremely diligent and have a strong tendency to make data-driven decisions;


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