Customer Experience Department Manager

MediaMarkt Türkiye

• Min. University degree
• Minimum 7 years of experience
• Minimum 2 years of experience in Customer Experience Management
• Excellent knowledge of MS Office applications
• Fluent in English
• Good presentation and organization skills
• Result-oriented & Customer-oriented and proactive
• Entrepreneurial thinking and acting
• Strong analytical, problem solving and communication skills
• Have excellent project, planning and time management capabilities 
• Experience of setting, monitoring and achieving KPIs
• Ability and minimum 2 years of experince to lead and motivate the team and be a role model .
• No military obligation for male candidates

İŞ TANIMI

• Leads and guides “CEM (Customer Experience Manager) positions” in the stores: Diagnosing each stores Customer Experience status together with store CEM, define pain-points, supporting the preparation of store improvement action plans providing  the central vision guidance to them, closing all the loops in the process to ensure the excellence of different elements that form a part of the customer experience and monitoring  to achieve defined KPI’s
• Coordinate regular trainings and everyday awareness of Customer Experience actions for all employees in the stores with Customer Experience Managers and at HQ for all employees.
• Ensure all customer complaints and daily control of NPS results
• Leads Customer Experience Design & Management: Responsible for customer experience measurement, design, improvement, implementation and governance efforts in order to deliver consistent and defined customer experience to customers across all business touch points such as stores, ecommerce, after sales, call center etc.
• To be main contact for Customer Centricity. Monitor store’s, ecommerce, after sales and call center performance, suggest new approaches for optimization via cost-benefit and customer satisfaction analysis and implement suggestions in collaboration with all channels.
• Coordinates Marketing, IT, Sales, After Sales, Regulation, Finance and the third parties, consulting them in order to ensure the integrity of the customer experience inside and outside of the company
• Analyse various market research results, customer insights and customer experience data and interpret them to identify customer turn offs and critical improvement areas
• Designs and recommends new campaign designs to increase customer experience level and follows the activation.
• Experience in the management of the Call Center, by adhering to the defined processes and ensuring maximum multichannel customer satisfaction
• Designing the experience of customers through mapping the customer journey, discovering the pain points according to customer feedback and insight, and converting them into positive experience.