Usman Khan Email & Phone Number

Karāchi, Sindh, Pakistan

Karachi

Accomplishments:• Established Customer Insight Report based on customer interactions, consumer behavior and user generated content for overall category span on www.daraz.pk .• Achieved the objective of increasing organic reviews from 10,000 to approx. 100,000+ reviews per month to maximize user engagement on www.daraz.pk .Responsibilities:• Taking initiatives to enhance customer experience and engagement to maximize conversions and traffic growth.• Data… Show more Accomplishments:• Established Customer Insight Report based on customer interactions, consumer behavior and user generated content for overall category span on www.daraz.pk .• Achieved the objective of increasing organic reviews from 10,000 to approx. 100,000+ reviews per month to maximize user engagement on www.daraz.pk .Responsibilities:• Taking initiatives to enhance customer experience and engagement to maximize conversions and traffic growth.• Data extraction and interpretation from sources such as Google Analytics and SQLyog to steer customer experience projects.• To create CRM journeys for optimized interaction with customer base.• Coordinating with CRM team for sending official notifications, newsletters and SMS to customers.• To liaise and follow up with internal stakeholders (issue resolution team) and external stakeholders (vendors) for various issues, including but not limited to user experience, returns and refunds, inter departmental workflows, etc.• Post analysis of marketing campaigns to drive insights.• Leading UGC evaluation team to promote customers’ voice on site to build an eco-system based on customer’s recommendations; enabling customers to make informed purchasing decisions.• Revamping help center with coordination and consent of all stakeholder departments.• Improving on-site graphics and content for better website navigation and user friendliness; enabling easy shopping experience.• Follow-ups on handling chronic issues regarding order processing, deliveries, refunds and returns; channelizing the tickets workflow on Zendesk application.• Created various presentations and training videos to help sellers/vendors understand the Product Listing Process and Seller Accounts. Show less

Karachi

Accomplishments:• Successfully made 15,000 products live in the last 3 weeks leading up to First Black Friday, an increment of 40-45% of average monthly work load.• Maximized the number of live products upto 150,000 SKUs; resulting in increment of overall assortment, conversion rate and website traffic.• Established content guidelines complying with SEO fundamentals for a category range spanning from general merchandize to high end fashion brands.• Successfully… Show more Accomplishments:• Successfully made 15,000 products live in the last 3 weeks leading up to First Black Friday, an increment of 40-45% of average monthly work load.• Maximized the number of live products upto 150,000 SKUs; resulting in increment of overall assortment, conversion rate and website traffic.• Established content guidelines complying with SEO fundamentals for a category range spanning from general merchandize to high end fashion brands.• Successfully facilitated the transition from Retail business platform to Marketplace platform content wise.Responsibilities:• Leading responsibility to manage the e-Production Department with an Assistant Manager and 3 team leads; a headcount of 45 employees.• Capacity planning for the eProduction Department comprising of 5 teams; SKU Generation, Photography, Editing, Content, Quality Control.• Interviewing and recruiting of the talent required in eProduction Department.• Reporting and monitoring overall KPIs of eProduction Department on weekly and monthly basis.• Maintaining quality output and TAT of content production ensuring maximum conversions.• Escalating issues in CMS and ERP systems to product team and coordinating to ensure that required changes are applied.• Consulting Daraz Myanmar and Daraz Bangladesh regarding content production queries.• Formulating and executing content strategy for various brand launches. Show less

Karachi

• Providing technical assistance regarding content creation (visual and textual) to Photography, Image Editing & Content Teams.• Developing content guidelines for all General Merchandise and Fashion categories (visual and textual).• Category management related to content for all General Merchandise and Fashion categories.• Managing last minute brand launches and ensuring their timely execution.• To troubleshoot issues in the established procedures and reporting… Show more • Providing technical assistance regarding content creation (visual and textual) to Photography, Image Editing & Content Teams.• Developing content guidelines for all General Merchandise and Fashion categories (visual and textual).• Category management related to content for all General Merchandise and Fashion categories.• Managing last minute brand launches and ensuring their timely execution.• To troubleshoot issues in the established procedures and reporting them to the Production Manager. Show less

Karachi

• Managed and trained image editing team on software Adobe Photoshop, Adobe Illustrator, Portrait Professional, etc.• To setup the workflow for the Image Editing team in Production Department.• Automation of workflow through macros and actions on Photoshop to speed up the content production process.• Researching of new techniques to edit and retouch photographs which meet the quality parameters.• Bench-marking quality standards of photographs by creating pose… Show more • Managed and trained image editing team on software Adobe Photoshop, Adobe Illustrator, Portrait Professional, etc.• To setup the workflow for the Image Editing team in Production Department.• Automation of workflow through macros and actions on Photoshop to speed up the content production process.• Researching of new techniques to edit and retouch photographs which meet the quality parameters.• Bench-marking quality standards of photographs by creating pose books and mood boards for Photography Studios.• Quality check to maintain and improve the standard of pictures going live. Show less

Emba

Communication Design (Certification)