Dibyashwor Raj Baidya Email & Phone Number

Kathmandu, Np

Kathmandu, Bāgmatī, Nepal

The Laundry Bag provides laundromat and on-demand laundry services to retail consumers, on-premise and facility laundry solutions, commercial laundry, and laundry outsourcing solutions for businesses. 1. Led marketing and communication strategies for consistent brand messaging. Owned retail sales KPIs with result of 600% increase in revenue within 3 months, as well as onboarded two large B2B clients tailored proposals, and negotiation for service packages resulting in sustained revenue.2. Managed digital marketing (SEO, SEM, email, social media) to boost awareness and offers for conversion3. Handled internal/external communication and crisis management.4. Improved customer experience through journey mapping and feedback analysis.5. Tracked KPIs (NPS, customer satisfaction) to measure and optimize campaigns.6. Developed and implemented comprehensive brand guidelines7. Implemented in-store branding, vehicle branding, and other BTL branding activities including event and exhibitions participation including House of Rajkarnicars, Zaira Events and others for B2B and retail branding.8. Brand Integration with service aggregators including SajiloSewa 9. Set up a marketing team10. Improved business processes and on demand platform bugs and requirements for optimizing efficiency.

Kathmandu, Bāgmatī, Nepal

1. Tracked customer flow of services and information across the company, took up challenge of interacting with a wide range of customers, reviewed past interactions and assessed systems and processes across all departments to proactively solve problems and foresee problems, formulated proactive control measures to avoid problems from recurrence.2. Mapped the user journey for various customers, vendors, riders, cloud kitchens, dark warehouses and updated to optimize the customer experience .3. Reduced customer contacts per order by 16% by optimizations in the system and process in CRM with the means of techniques to enhance customer education, automation, and knowledge base.4. Evaluated voice of customers including interaction annotations, Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, Customer Retention, and NPS for pervasive review of the journey along with other KPIs to identify frictions, and pain points to devise an action plan, set priorities for achieving potential optimizations in systems, and processes for better CX in liaison with stakeholders involved from relevant departments.5. Stakeholder engagement and management of interest and influence, flexibility in dealing with different stakeholders, approachability, and ability to adjust to different abilities and personalities6. Initiated, and led strategy formulation for setting up a data science team with the objective to optimize the user experience and maximize business potential in alignment with the cross-functional teams, and enable data-driven business decisions,7. Successfully led rider optimization project to drive initiatives for improvement of operations efficiency and rider experience.8. On demand delivery lead time optimization.9. Liaised with various stakeholders for assessment, development and implementation of Environmental, Health and Safety Policy, and set up framework to establish environment, health and safety management system.

Nepal

1. Liaised with the regional Daraz Customer and Seller Care Office team to implement various projects and initiatives for the Customer Care Office (Daraz Sewa Sathi) in the Nepal venture.2. Led customer return revamp project for Nepal venture in alignment with the regional team and coordinated with cross-discipline team members to ensure that all stakeholders are on track with project requirements, deadlines, and schedules.3. Improved lead time ~52% by initiating E2E customer returns process journey documentation, meeting with project team members to audit systems and processes, identified issues, pain points, and optimization potentials, and implemented action plan.4. Initiated the local return and refund optimization project to reduce ~45% initiations per order by implementing initiatives in alignment with cross-functional departments, identifying and reducing customer pain points and friction in the return journey, improving customer experience in return and refund.5. Initiated analysis to deepdive buyer and seller NPS detractors and action plan to improve both buyer and seller NPS scores.6. Involved in devising and implementing action points, improving the CSAT scores along with response rates.7. Involved in retention project contributing to positive ROI and NMV.8. Led the order processing backlog for forward and reverse packages, liaised with the operations team along with relevant POCs to ensure forward and reverse SLAs are adhered to for customers deliveries and returns; and escalated outlier packages to expedite the process, improving the logistics operation efficiency.9. Managed PMOs and documented comprehensive monthly reports to the stakeholders by structuring timelines, outlining deliverables, and holding stakeholders accountable.10. Led team building activities during major campaign periods.11. Ensured all project requirements were fulfilled within scheduled timeframe with activity & resource planning, organizing & motivating the project team.

Kathmandu

1. Increased platform users by +46% and conversion rate by +25%, by leading over 10 successful marketing campaigns from concept generation to deployment.2. Conducted consumer behavior marketing research (survey roll-out, data processing & analysis, insights presentation) for category enhancement, offer acceptance tests for various marketing campaigns.3. Increased digital campaign efficiency by streamlining business case development, marketing budget management, and reporting.4. Initiated, and implemented core offerings during campaigns5. Implemented Go-To-Market document strategy formulation and deployment6. Carried out coupon planning and roll-outs, finding sponsors for campaigns and Integration required as per partners7. Led and deployed business development for a new category8. Streamlined PR planning 9. Developed brand strategy for international brand onboarding and partnership10. Improved Marketing to GMV by ~5%+

Jawalakhel

1. Dafted creative briefs2. Supported marketing team of client to deliver high-quality marketing campaign3. Generated and updated task reports, proposals, and presentations4. Ensured requirements are collated in the scheduled timeframe for production and delivery of ATL, BTL, digital, and DTA activities and materials5. Copywriting for press and magazines6. Ensured that branding guidelines and artwork were up-to-date and are adhered to7. Media planning and scheduling8. Up-to-date with latest media trends of various industries in the market9. Gathered data and conducted the required analysis on market trends*Crity Awards Winner in the category of Best Smartphone & Gadget Campaign, Coolpad Cool 1.*

Baneshwor

- Assessed and managed talents for the team of 15 members- Reviewed event proposals, and budget- Ventured event sponsorships from various industries with the team- Networked, negotiated and coordinated with various vendors tomaterialize events,- Time and project management to perform diligently, and meet thedeadlines- Ensured timely production of quality marketing collaterals, optimizingevent costs within the available budget- Followed up with event sponsors, college board members, andvendors.- Periodic reviews, meetings, and presentations to ensure effectivecommunication, and symmetry information among stakeholders.Achievements: Successfully organized Apex Short Film Festival 2016

Baneshwor, Kathmandu

- Conducted periodic interviews with industry leaders to updateindustry trends, opportunities, and challenges.- Researched, brainstormed, and drafted event proposals, preparedpresentations, and reports- Coordinated with club members and vendors for timely productionand delivery of marketing collaterals, event merchandise.- Ventured creative event and workshop opportunities, event sponsors,vendors, and suppliers- Up-to-date social media accounts- Managed guest lists, invitation and received guests, recorded visitors,and gathered feedbacks- Negotiated with vendors and suppliers for events and materialsAchievements: Successfully organized Apex Smile: Life in Pictures 2013, Apex Freshers Party 2014, Apex Smile Festival with Acoustic Eve 2015

Nepal

- Panchakanya Stainless Steel Tanks wing

Gairidhara, Kathmandu

- Ensured product movement from suppliers to retail outlets- Took inventory and documentation such as invoice,bills in the database- Ensured that goods reach correct destinations and in the correct shelves- Ensured to maintain and collaborate relation with customers,suppliers and supply chain staffs- Checked for quality of purchase for dispatch and also research activities for logistical challenges- Handling customers and suppliers database and various clerical duties of management.

Narsing Chowk, Thamel

- Events Supervision including band management for live music- Freelance graphic designing, written and photographic content development for events, menu, and social media

Master Of Business Administration - Mba, Marketing, Creativity & Innovation In New Product Mgmt., And Logistics & Supply Chain Mgmt., 3.8 / 4

Marketing, Creativity and Innovation in New Product Management, Logistics and Supply Chain Management

Bachelor Of Business Administration (B.B.A.), Marketing And Finance

Activities and Societies: Apex Media Club President, Apex Media Club Executive MemberStudied Marketing and Finance

High School, High School/Secondary Diplomas And Certificates, 73%

Studied Physics and Mathematics

Primary School, 84%

Activities and Societies: Rotaract Club of Sukedhara