Customer Experience Development Specialist

Trendyol Group

Join us and be a part of this exciting opportunity!

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

We were established in 2010 to provide a seamless e-commerce experience to our customers and SMEs. In ten years, we became the largest e-commerce company in Turkey, as well as one of the leading global platforms. Trendyol is the 1st Turkish company to achieve the decacorn status and the most valuable private internet company in the EMEA region.

We will continue to grow with Trendyol Tech; one of the leading R&D centers, our last-mile delivery solution (Trendyol Express), instant grocery and food delivery through its own courier network (Trendyol Go), digital wallet, consumer-to-consumer channel (Dolap) and many other services. We are scaling fast and profitably, expanding into international markets.

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. If you want to learn, grow and deliver; are result-oriented, love teamwork, appreciate open communication, learning and iteration, and make decisions with data, Come, join our tribe!

Operations Team is the center of operations at Trendyol! The team manage end-to-end operation activities and development processes in the competitive marketplace. These are five main disciplines within Operations Team: Warehouse Management, Delivery, Supply Chain, Operations Business Development, Operational Excellence and Warehouse Projects & Optimization. In the end, we are all working towards the same goal: to create an excellent experience for our customers at Trendyol.

YOUR PROFILE

• Bachelor’s degree from reputable universities (engineering, business administration, economy, etc.)
• Masters degree is a plus,
• Minimum 2 years of experience in service sectors e.g. e-commerce, logistics.
• E-commerce experience is a plus,
• Customer and solution-oriented,
• Completed military service for male candidates.

YOUR CHALLENGE

• Develop a delivery experience plan and aid our internal teams and delivery partners in meeting their goals
• Measure, monitor and analyze delivery related customer experience KPIs and detect customer needs, pain points and root causes for both existing and potential customers
• Work with internal teams (CX, IT, business development etc.) to ensure that gaps in the delivery experience are filled
• Identify personas and map customer journeys to identify gaps in as-is and to-be journeys across all touchpoints, and create preventive actions for delivery process pain points.
• Interpret and synthesize customer feedbacks from various sources (surveys, operational data, contact center data, social media etc.)
• Research and follow customer experience trends & best practices, develop projects that will improve the delivery experience journey

WHAT IS IN IT FOR YOU?

• Opportunity to take responsibility from day one, improve your skills and learn continuously.
• Open communication, teamwork and strong company culture.
• Strong focus on talent, not titles!
• Chance to shape the future of e-commerce and experience agility at its best!
• Being part of our cross-functional, diverse and dynamic team.