Customer Experience Manager
Job Title: Business Operations & Customer Experience Manager
Location: Kathmandu (with travel across dealer locations as required)
Reporting To: Business Head
Role Summary
We are seeking a highly capable Business Operations & Customer Experience Manager to act as a key integrator across the organization. This role is responsible for driving execution, improving cross-functional coordination, enhancing customer experience, and ensuring that strategic priorities translate into measurable results. The successful candidate will work closely with the Business Head to identify risks early, resolve operational bottlenecks, and strengthen organizational accountability.
Key Responsibilities
Business Operations & Execution
Track key business initiatives and management decisions.
Coordinate activities across Sales, Service, Marketing, Finance, and Dealer Network teams.
Identify operational risks, bottlenecks, and execution gaps.
Drive cross-functional collaboration and ensure follow-through on priorities.
Monitor organizational performance and escalate critical issues when required.
Sales & Dealer Effectiveness
Monitor sales execution and lead management discipline.
Support dealer performance reviews and capability development.
Identify process improvements to enhance productivity and conversion rates.
Ensure best practices and lessons learned are shared across the network.
Customer Experience & Relationship Management
Manage relationships with key customers, influencers, and brand advocates.
Serve as the escalation point for major customer concerns.
Monitor customer satisfaction, feedback, and brand perception.
Drive initiatives that improve customer loyalty, referrals, and overall experience.
Candidate Profile
8–15 years of professional experience in operations, customer management, business coordination, project management, hospitality, banking, consulting, or related fields.
Strong stakeholder management and cross-functional coordination skills.
Excellent judgment, communication, and problem-solving ability.
Proven ability to influence without formal authority.
Highly organized, proactive, and execution-focused.
Preferred Backgrounds
Business Operations Manager, Bank Branch Manager, Senior Relationship Manager, Hotel Operations Manager, Airline Operations Manager, Program Manager, Executive Assistant to CEO, or similar leadership/coordinating roles.