Customer Experience & Care Manager

MediaMarkt Türkiye

• Bachelor degree from related disciplines,
• Experience in customer care, call center management, complaint management in a B2C environment,
• Fluent in spoken and written English, knowledge of German is a plus.
• Familiar with customer experience across all digital and physical touch points,
• Exceptional communication skills with the ability to translate complex analytical statements into credible and stimulating presentations,
• Change management ability (people, process and systems change),
• Business improvement capability –analysis of root cause and ways to eradicate customer issues,
• Possesses very good interpersonal skills, is charismatic and has strong influencing skills, able to lead relationships with cross functional team,
• Customer oriented,
• Support open communication and feedback culture,
• Open to change and innovation.

İŞ TANIMI

• Directly responsible for managing the call center operations in multi-channel environment,
• In addition to the requests of our stores, caring for the customer requests received through our call center,
• Own NPS as part of the broader customer experience governance in multi-channel environment,
• Utilizing customer insight tools (NPS, mystery shopper, brand health and other market research studies) to better understand the needs of our customers,
• Support in developing the customer experience strategy and direction,
• Support for CX design, innovation and optimization of experiences, mapping customer experience journeys where required.