Delivery Customer Experience Manager

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almost 4 years old

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Join us and be a part of this exciting opportunity!

Our purpose is to create the most positive impact in our country and ecosystem by enabling commerce, empowered by technology! We are a Tech company - Technology is the driver, ecommerce is the outcome.

Founded in 2010, we are the largest and fastest growing mobile commerce company in Turkey and the MENA region, the largest internet employer in Turkey with a team of ca. 2000 people. In 2018, we have announced an investment and strategic partnership with Alibaba Group which also is the largest internet sector investment in Turkey to date.

Our culture is at the core of everything we do. Focused on results, keeping our customers first, we always work for better and always test, iterate and improve. We learn from our mistakes, direct and open feedback is at the core of our culture.

We are scaling fast and profitably, expanding into international markets. If you want to learn, grow and deliver, if you are results-oriented, love teamwork, appreciate open communication, learning and iteration, and making decisions with data, Come, join our tribe!

WHAT WE ARE LOOKING FOR?

  • Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Masters degree is a plus,
  • Minimum 5 years of experience in service sectors e.g. e-commerce, banking and telecom. E-commerce experience is a plus,
  • Minimum 2 years of team management experience,
  • Experienced in customer experience, and/or process development,
  • Customer-driven and analytical mindset with a desire and ability to identify and resolve customer problems,
  • Exceptional communication, persuasion and team working skills,
  • Able to work within a dynamic and fast-paced environment,
  • Excellent verbal, written and presentation skills in English,
  • Team management and coaching experience,
  • Completed military service for male candidates.
  • YOUR CHALLENGE

  • Collaborate with 3PL delivery partners in order to ensure high-level customer satisfaction,
  • Identify and analyze pain points, find root causes and design preventive actions in customer delivery processes,
  • Prepare performance analyses periodically, share these with all partners and work together with them to create and follow-up action lists,
  • Lead monthly and quarterly meetings with all cargo companies to review all performance metrics in detail,
  • Regular measurement of customer experience KPI's and making necessary arrangements by detecting improvement areas,
  • Follow customer experience best practices, develop projects that will improve the end to end customer journey and follow up the actions to be taken by other teams,
  • Interpret and synthesize customer feedback from various sources (customer surveys, operational data, contact center data, social media and customer research)
  • WHAT’S IN IT FOR YOU?

  •  Take responsibility from day one, improve your skills and learn continuously.
  •  We have open communication, teamwork and promote servant leadership. We value talent, not titles!
  •  Chance to shape future of e-commerce with us and experience agility at its best!
  •  Working in an engaging workplace and being part of our cross-functional, diversified and dynamic team.
  •  Don’t forget to have fun while we work, we work hard play hard, open office and happy hours :)
  • The personal data you submit will be processed in accordance with our privacy policy.

    Want to join us? Happy to receive your online application!