Senior Customer Experience Specialist

Glamira

We are a Germany-based luxury consumer brand that produces customizable, high-quality jewelry for women, men and children.

As GLAMIRA, we sell customizable jewelry to more than 80 countries with our 8 country offices and 76 online stores. Taking the concepts of uniqueness, quality and trust at our center, we also add customizable textile, leather, cosmetics and home accessories products to our structure on the path we walk.

If you are aiming to develop and support us like everyone who moves with us on the path we walk by expanding our product range, by combining our professionalism in e-commerce with our vision to become the most preferred customizable jewelry manufacturer in the global market, welcome to the team.

DEPARTMENT & ROLE

We are looking for a Senior Customer Experience Specialist to work with the Customer Experience Department in our  Güneşli Turkey office. If you are interested in being a part of our international luxury goods company, apply now!

So, what kind of teammate are we looking for in this position?

• Bachelor’s degree Engineering, Economy, Business Administration, Statistics or related fields,
• Minimum 2-3 years of experience in service sectors, e.g. market research, e-commerce, banking and telecom.E-commerce experience is a plus,
• Customer experience / process development / project management experience is a plus,
• Customer-driven and analytical mindset with a desire and ability to identify root-causes and resolve customer problems,
• Excellent verbal, written and presentation skills in English,
• Exceptional communication, persuasion and team working skills,
• Ability to think innovative and creatively,
• Deadline oriented, fast-paced producer,
• Customer-oriented problem solving attitude,
• Excellent command of MS Office & Google applications (especially Excel & Powerpoint).
• Knowledge about market research methodologies (especially customer satisfaction surveys)
• Excellent reporting / presenting skills
• Statistical analysis knowledge (importance-performance maps, driver analysis,  etc) is a plus.

JOB DESCRIPTION

• Drawing determined experience maps for the main customer experience processes and determining the communication to be made with the customer at each step,
• Interpreting and synthesizing customer feedback from various sources / departments (customer surveys, operational data, contact center data, social media, customer research, etc)
• Creating and updating guidelines / procedures for Customer Experience Department,
• Regular measurement of customer experience KPI's, creating and managing action plans when necessary,
• Preparing the periodical customer experience monitoring reports,
• Taking active role during definition of customer care strategies and service standards
• Execution and reporting of customer surveys
• Working in collaboration with related departments
• Preparing presentations, reports and documentation when necessary (especially in Excel & Powerpoint)

and of course, that you enjoy the work you do!

What do we offer you? 

• The opportunity to improve yourself in the E-Commerce sector, which is growing rapidly in the world.
• Broaden your horizon with more than 30 different languages and cultures in GLAMIRA.
• Join the company activities with a young and dynamic team.
• We value talents, not titles!
• Participate in free education programs at the GLAMIRA Academy and contribute to its development.
• Depending on the position; work wherever you are happy.
• Adjust your break as you wish.
• Our dress code: whatever you want!
• Private Health Insurance
• SetCard and refectory, which will cover all delicious food expenses every month based on the location.

Integrity, Sensitivity to Laws and Rules, Competence, Reliability, Loyalty, Responsibility, Respect for Human Rights, Tolerance and Innovative Living are our corporate values that form the basis of GLAMIRA culture. We move forward in our way of doing business and in every area of our business life by reflecting these values.