Istanbul, Türkiye
Someone who prioritizes analysis-based KPIs and metrics within operational dynamism of the marketplace and integrates a proactive and predictive working model and the logic of growth mindset (grit*) into every aspect of her life. Also travel lover!
In my expanded role, I lead a 20-person team across core operations, product master data management (catalog), process design, training (LMS), data source governance in getirlocals, and all data process/business development in marketplace I focus on building scalable processes, enhancing partner experience, and driving marketplace growth through data-led decision making. Key responsibilities include: Designing and optimizing operational workflows across multiple functions, Managing performance dashboards and KPIs for visibility and efficiency, Leading partner digitalization and commercial expansion projects, Improving experience metrics like NPS through cross-functional initiatives.
Led a high-performing, cross-functional team of 25 across Operations, Training, Business Analytics, and Product Management, fostering a culture of operational excellence and partner enablement. Architected and launched end-to-end digital training ecosystems—overseeing content creation, voice-over production, and assessment frameworks—to accelerate merchant onboarding and platform adoption. Spearheaded the development of advanced performance dashboards and merchant panels in collaboration with Product and Engineering teams, utilizing data-driven insights to refine UX/UI and smart-sorting algorithms. Engineered and optimized scalable onboarding workflows and quality control processes, ensuring seamless partner integration and sustained service quality during rapid growth. Championed experience improvement initiatives by systematically tracking NPS and merchant feedback, translating qualitative data into actionable process enhancements. Designed and implemented incentive and KPI models for cross-functional teams, aligning individual performance with overarching business growth and profitability targets.
During the initial phase of GetirLocals' establishment (March 2021 - May 2021), I was part of the core team responsible for creating the business model, defining operational KPIs, and managing the opening process. This ensured a strong foundation for the vertical's growth. From July 2021 to November 2021, I took the lead in city expansion operations, closely monitoring growth during the expansion period. Additionally, I managed the after-sales onboarding process for merchants and supervised the performance of the Onboarding team, resulting in successful and efficient expansion efforts. Collaborating with Product and Engineering teams, I actively contributed to process improvements and business model development. My analytical approach and coordination efforts helped attain desired service levels, enhancing the panel, customer experience, and overall performance of GetirLocals. As part of my role, I also spearheaded the redesign of the merchant panel and user-friendly experience model. By working closely with the Product and Engineering teams, we successfully implemented improvements that resulted in increased merchant satisfaction and streamlined user experiences. As the leader of the Account Management team, I fostered a culture of continuous improvement by tracking individual KPI targets and analyzing the benefits of team actions. I empowered team members to enhance their account management skills and encouraged them to take initiative, resulting in improved client satisfaction and retention. To ensure optimal performance, I designed, built, and oversaw daily, weekly, and monthly analytics and performance measurements for the entire operation. This data-driven approach allowed us to identify areas for further improvement and drive efficient decision-making.
Developed and implemented a customer experience strategy, creating personalized holiday and leisure models for guests. Analyzed and categorized customer profiles, creating a CRM system to enhance customer relationship management.