Istanbul, Türkiye
With over 25 years of experience in CX and CRM, I have successfully led and managed teams, projects, and partnerships in various sectors, including automotive, telco, retail and SaaS. My core competencies include customer experience, campaign management, one-to-one customer communication, real-time marketing, customer retention, growth and loyalty. I’m passionate about delivering exceptional customer experiences and value propositions that drive growth, loyalty, and satisfaction. I’m a result-oriented, analytical, proactive leader and team player, who empowers and motivates the team to achieve their goals and develop their skills.
• Member of Apple Retail TR Market leadership team
• Led CRM initiatives targeting customer retention and growth for micromobility and ride-hailing businesses • Executed mass and segmented campaigns aiming to increase revenues, frequency and retention; led one-to-one customer communication • Led in-house Customer Care for micromobility and ride-hailing businesses, led Customer Care transformation • Led partnerships with 3rd parties generating new revenue streams focusing on new customer acquisition and improving customer loyalty
Mall IQ is a San Francisco based B2B SaaS start-up, empowering Banks, FinTechs, Loyalty Platforms and Retailers by digitizing real-time purchase intent in the physical world; aiming to improve activation, frequency, wallet share & retention KPIs via real-time mobile engagement. • Led Marketing & Growth initiatives • Actively contributed to major Accelerator Programs joined: FIS Fintech Accelerator 2020 and 500 Startups Global Launch Singapore 2021; took part in 50+ potential customer meetings and followed up one-to-one to nurture opportunities • Managed and redesigned the company website, managed LinkedIn company page, focusing on customer acquisition • Developed initiatives to increase inbound sales leads through website, created content and executed targeted LinkedIn Ads and Google Ads campaigns • Generated B2B sales and partnership leads worldwide, took active part in the customer acquisition funnel management, sales pitches and deal negotiations • Took part in product development processes, taking on the role of the customer • Prepared all marketing materials and sales pitch decks; published customer use cases, blogs and case studies
• Planned and designed strategic customer journeys for each of the customer lifecycle stages focusing to retain existing customers and increasing brand loyalty • Designed and executed segmented campaigns from conceptualization through to analysis aiming to increase revenues, frequency and retention • Ensured effective and timely one-to-one communication through the right channels and the right time for maximum conversion rates • Identified for opportunities and developed partnerships with 3rd parties in coordination with the category teams for new customer acquisition and customer loyalty • Managed the website storefront banner plan, track banner conversions and performance • Managed the CRM and Site Operations teams, total of 15 headcounts
• Joined Hopi as a startup and took part in all key processes during pre-launch and launch • Built CRM & campaign management function and team from zero • Defined CRM processes, data governance and analytical requirements, customer lifecycle rules, customer acquisition and customer retention strategies • Reached 5M+ members in 2 years, executed 4000 mass and 2500 segment campaigns in addition to 2000 real-time action triggered campaigns • Led the CRM and campaign management functions end-to-end, from target audience definition to the entries of the campaigns on the system and on the app • Managed the analytical CRM team to develop insights on customer behavior, select the right target audiences for segmented campaigns and 1to1 communication of the offers via the most effective channel • Managed 1to1 customer communication end-to-end via push notification, SMS and e-mail channels, defined customer contact rules and sets the system controls accordingly • Defined event triggered campaign scenarios and leads implementation of EVAM scenarios (EVAM being a real-time event triggered response platform) • Led the BI function, ensured all required MicroStrategy reporting, and dashboards are timely prepared and communicated • Managed the Analytical CRM, Operational CRM and BI teams, total of 16 headcount