Customer Experience (CRM) Manager

About Us

Mad Parfumeur is one of the leading players in the Turkish perfume and cosmetics industry. We are currently seeking an experienced Customer Experience (CRM) Manager to join our dynamic team in Istanbul. This position will oversee the full spectrum of customer experience management, covering both physical stores and digital sales channels (D2C). Under the umbrella of Customer Experience (CRM), this role will lead three core areas—Customer Service & Notification Management (CMS), Loyalty & Communication Programs, and Data Analytics & Insights—to enhance customer engagement, loyalty, and satisfaction through data-driven strategies and seamless omnichannel operations.

Key Responsibilities

Customer Service & Notification Management (CMS)

• Lead the establishment, development, and operation of the customer feedback and notification management system

• Monitor and report customer satisfaction through CMS tools and dashboards

• Design, conduct, and analyze NPS and customer satisfaction surveys

• Manage customer feedback from all touchpoints, ensuring timely resolution and reporting of recurring issues

• Collaborate with internal teams to turn feedback into actionable service improvement initiatives

Loyalty & Communication Programs (CRM)

• Develop and manage the company’s customer loyalty platform and engagement strategies

• Create dynamic customer segmentation models and track behavioural insights

• Design and execute micro-targeted campaigns to increase customer retention, frequency, and basket size

• Manage content creation and distribution across channels (email, SMS, push notifications, etc.)

• Work closely with Sales, Marketing, and E-Commerce teams to continuously improve the customer journey

Data Analytics & Insights (CDP / Analytics)

• Lead the setup, enhancement, and management of the Customer Data Platform (CDP)

• Ensure accuracy, security, and usability of customer data for strategic decision-making

• Analyze customer behaviours, identify growth opportunities, and provide actionable insights

• Create regular analytical reports and dashboards to track key CRM and experience metrics

• Partner with cross-functional teams to develop predictive models and customer-centric business cases

Qualifications

• Bachelor’s degree in business administration, Marketing, Statistics, Industrial Engineering, or a related field

• Minimum 5 years of experience in customer loyalty, CRM, or customer experience management, preferably in the retail industry

• Minimum 3 years of experience in customer feedback or notification systems (in-house or outsourced)

• Strong command of data analysis, segmentation, and reporting

• Hands-on experience with CDP/CRM and campaign management tools (preferably MS Dynamics, Nebim V3, SAP ERP)

• Experience in e-commerce or retail operations preferred

• Strategic mindset with strong planning, communication, and leadership skills

• Fluent in English

Why Join Us?

At Mad Parfumeur, you will play a leading role in shaping the brand’s customer experience strategy by combining technology, insight, and creativity. You will lead cross-functional initiatives that bridge data analytics, personalized communication, and service excellence—ensuring that every interaction strengthens our connection with customers and drives sustainable growth.