Istanbul, Türkiye
Customer Experience Manager with 15+ years of experience leading large-scale call center operations and end-to-end customer experience programs across retail, e-commerce, and automotive environments. Expertise in customer operations, SLA and service level management, FCR, Voice of Customer (VoC), and customer satisfaction (NPS, CSAT), with direct responsibility for 120+ agent teams and cross-functional leadership.
•Lead customer experience and call center operations across stores, e-commerce, and nationwide retail channels •Oversee large-scale call center operations (120+ agents), managing SLA, service level, quality, and customer satisfaction •Manage end-to-end customer journeys across in-store, digital, call center, and after-sales touchpoints •Design and manage Voice of Customer (VoC) programs (NPS, CSAT, CES) and complaint management •Turn customer feedback and operational insights into practical service improvements •Lead CRM and customer service system projects and work cross-functionally with operations, IT, and e-commerce teams
•Own CRM and customer experience activities across sales, service, and after-sales teams in domestic and international markets •Support customer segmentation, targeted communication, and CRM-based campaigns for retention and loyalty •Manage call center operations as part of the CRM process, focusing on service quality and customer satisfaction •Coordinate customer complaints and feedback across channels through CRM systems •Map customer journeys and identify improvement areas based on customer feedback and operational needs •Lead CRM projects including lead management, data quality, and system improvements •Work cross-functionally with sales, marketing, IT, and service teams to ensure effective daily use of CRM tools
• Manage customer experience activities across sales and after-sales processes • Collect and review customer feedback and complaints from different channels • Map customer journeys and identify improvement areas across key touchpoints • Run customer satisfaction surveys and prepare regular reports • Support call center operations and customer service processes • Work with internal teams to improve customer-facing processes • Take part in SAP CRM and complaint & call management module implementation • Turn customer feedback into practical improvements in service quality