Customer Experience Senior Specialist

FLO Mağazacılık

Who are we?

This is FLO! We always pursue the development that will make all our stakeholders, whose lives we touch, say "My Future is Here". By taking advantage of these development opportunities, we transform FLO into a living space that will nourish our sense of belonging. We do not consider this living space separately from the technological opportunities that are an integral part of our lives. Operating in more than 20 countries in 3 continents, our company has FLO, In Street, Nine West, Lumberjack and Reebok store chains as well as Kinetix, Polaris, Butigo, Dockers by Gerli, U.S. Polo ASSN, İnci, Lotto, each of which we sell in our stores, wholesale and online. We serve with over 800 stores and over 14,000 employees.

Which tasks is the “Customer Experience Senior Specialist” responsible for at FLO?

• Creating a customer experience map, identifying pain points, developing and improving processes and projects by thinking end-to-end about pain points
• Developing processes and projects that will improve the end-to-end customer journey using their insights and following the actions to be taken by other teams
• Designing the entire customer journey design before and after the order, comparing with benchmarks and designing and realizing the best journey
• Designing and implementing CSAT, NPS, CES and all other survey applications, making weekly and monthly deep analyzes to extract insights and turn them into action
• Directing customers to score on platforms such as feedback, product reviews, seller comments, product ratings, seller ratings, and extracting insights by analyzing comments and scores.
• Creating the entire communication map to the customer, creating a common-based language and ensuring the structuring of communication in all channels with a common language
• Improving customer service digital channel experience, managing technology projects
• Improving and optimizing the processes applied in customer services, increasing service quality and service satisfaction
• Leading all the projects he is responsible for, creating the project scope, aligning with the relevant teams, doing the scope work and testing it end-to-end

If you think the job description is appropriate for you and;

• At least a bachelor's degree (preferably industrial engineering, etc.)
• 2 years of experience in Customer Experience
• Likes to work with data, able to produce meaningful results and reports from scattered data groups,
• Following and comparing the practices in the sector and abroad, suggesting research projects and solutions,
• Exciting, passionate and in harmony with external passions, planning internally, studying higher,
• Can express in a simple and formal way with high, complex decomposition, road maps and lives,
• The result is that they will watch and understand what will come out; designing the action plan and executing the live performance of the plans,
• Able to use MS Office programs (MS Excel) effectively

We consider all our applicants equal regardless of their language, religion, race, and gender. We apply tests and inventories to measure the skills expected from the relevant position, and we carry out our processes with structured interviews in order to determine the competences correctly. We inform each candidate about the process at every stage of the process.