CRM Operations Specialist






Karachi, Pakistan

Date Posted

January 11, 2022


Sales & Marketing

Job Type


Education Requirement Bachelors/Master
Career Level Mid-Senior level
Experience 2 Years
Base Salary Competitive Salary
Street address Karachi


About Daraz:

Launched in 2012, Daraz is South Asia’s online shopping and selling destination of choice – present in Pakistan, Bangladesh, Sri Lanka, Myanmar, and Nepal. Supported by a wide range of tailored marketing, data, and service solutions, the pioneering e-commerce ecosystem in South Asia has 30,000 sellers and 500 brands, serving 5 million consumers. With 2 million products available, Daraz offers a diverse assortment of products in categories ranging from consumer electronics to household goods, beauty, fashion, sports equipment, and groceries. Focused on providing an excellent customer experience, offers multiple payment methods including cash-on-delivery, comprehensive customer care, and hassle-free returns. Daraz is owned by Alibaba Group Holding Limited.

At Daraz, we believe in chasing hard towards big goals. By 2022, we have six aspirations to lead Pakistan into the digital era:

As the market leader, we will continue to drive 100%+ annual growth of the e-commerce market for the next 4 years.
Reach 200,000 active Daraz sellers (all educated through Daraz University).
Engage 25 million Daraz users monthly by being relevant, convenient and service-minded.
Create 1 million jobs for marketplace participants.
Fully digitalize the logistics ecosystem with real-time visibility for customers regardless of location.
Introduce digital payments to 10 million new customers.

About the role

As an integral part of Regional Customer Experience (CXP) team, the CRM Operations Specialist is responsible for the smooth running and execution of our CRM communications, consisting of Emails, SMS and Push Notifications.


Reporting to Regional CRM Manager, this candidate plays a critical role in providing a smooth buyer and seller transactional journey across the region. We are looking for someone who is highly organized and possess a strong technical skill set to provide effective and timely resolution.


What You’ll Do


System Management

1. Manage the day-to-day CRM operations and working closely with cross functional teams such as product, data and tech team

2. Be the first line of contact for content changes, change requests & issues on Email &/or SMS providers level

3. Configure and implement automation journeys in Oracle Responsys/Internal CRM tools

4. Responsible for email creation using HTML, including the redirection of landing pages

5. Ensure that cross-device testing and UATs are done properly before go live.

Metrics & Reporting

6. Provide regular, detailed progress reports on request tickets and issues on a weekly level with actionable insights where necessary

7. Work closely with venture reps to monitor SMS cost performance on a weekly and monthly level

8. Extracting data to report on key CRM metrics such as success and open rates

Content & Project Management

9. Co-ordinate bi-monthly testing with venture representatives to ensure current journeys are up to date with working links & CTAs

10. Work alongside content writer and graphics designer to execute ad-hoc communications.

11. Involvement in the migration of CRM tools and systems.

12. Manage and collaborate with stakeholders to drive implementation of various projects



13. Minimum 2 years of experience in similar field

14. Strong working knowledge of HTML

15. Knowledge of SQL (beginner’s level / Intermediate level) is a must

16. Know how in implementing automated CRM journeys

17. Possess effective communication, interpersonal and stakeholder management skills

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 with regular visits to China and South East Asia.
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
Health & life insurance
Relocation support