Operational Specialist

About the role

The Operational Specialist will manage daily operations and relationships with SVIP and high‑value users as well as local merchants in Nepal, aiming to boost engagement, retention and overall satisfaction.

Key responsibilities

• Manage daily operations and relationship building with SVIP and high‑value users, understanding their needs and spending habits.
• Support SVIP operation strategies such as user segmentation, VIP benefits, incentives and churn prevention.
• Recruit, communicate with, and maintain business relationships with local merchants, monitoring performance and partnership development.
• Track merchant performance, cooperation quality and operational issues, implement policies and incentive programs, and report risks.
• Collect feedback from users and merchants, monitor market trends and competitor activity, and collaborate with the China‑based team to optimise strategies.

Required profile

• Good understanding of Nepal’s culture and user behaviour, strong Nepali communication skills, and English proficiency for daily work.
• Strong communication and relationship‑management abilities to build positive ties with high‑value users and business partners.
• Excellent execution skills, sense of responsibility and ability to independently manage daily tasks, identify issues and follow through.
• Basic data‑analysis capability to organise business data, track metrics and prepare reports.
• Previous experience in user operations, CRM, channel development or business partnerships is preferred.

Required skills

• Excel
• Google Sheets