Customer Experience Department Manager

Qualifications:

• Bachelor’s Degree preferably in Engineering, Economics, or Management
• Good working knowledge of MS Office,
• Competency in data using tools such as Power BI, Tableu is a plus.
• Minimum 10 years experience in Customer Experience, Consumer Insights, or Market Research,
• Strong analytical skills and KPI tracking,
• Advanced level of English both verbal and written,
• Support open communication and feedback culture,
• Open to change and innovation.

Job Description:

• Understanding, aggregating, and analyzing customer feedback from different platforms (NPS surveys, contact center, customer reviews, complaints, mystery shopper studies, ad-hoc customer research etc.),
• Investigating the root cause of customer pain points, bring actionable insights to improve end to end customer journey,
• Strictly monitoring CX KPIs and presents weekly and monthly results to management board and internal stakeholders,
• Guiding the cross-discipline teams regarding Customer Journey improvements and follow up the actions,
• Identifying and driving improvements in the customer experience strategy for all touch points (E-commerce, stores, after sales, other services etc.),
• Managing the journey across platforms, channels, and touch points,
• Preparing and providing customer experience trainings within the organization (Store openings, CEM trainings in existing stores, etc.),
• Providing the necessary support in the demands and needs of the CEMs in the stores regarding customer experience processes,
• Managing 3rd party agencies regarding all Market Research activities for MediaMarkt Turkey,
• Leading and coaching the CX team,
• Managing CX projects and be part of all customers faced projects within the organization,
• Collaborating with global CX team to improve reporting tools and bring local needs to their attention,
• Following best practices for Customer Experience in OmniChannel world and adapt relevant practices.

In our journey which is driven with our goal of becoming the first choice as the trusted retailer for tailored solutions in a tech-driven world, we are growing rapidly with more than 102 stores today in Turkey. With the strength of MediaMarktSaturn Retail Group as the number one consumer electronics retailer in Europe, we bring technology together with our customers and make their lives easier with the services we offer. If you are a person who likes to think, speak with data and take action, it is time to join us!

Sustainable growth is possible with equal opportunities and different perspectives. As MediaMarkt Turkey, we take care to avoid any discrimination such as race, religion, gender, sexual orientation, disability status. We think that all candidates who apply to us should have transparent, fair and equal rights. By trying to be a role model in our sector, we believe in the power of diversity and inclusion which help us to grow together.

By applying to this job posting, you acknowledge that the individuals provided as references may be contacted for reference checks and their contact information has been shared with their knowledge and consent. You also consent to the retention of the information you provided to the Company during your job application for up to 1 year, for the purpose of assessing your suitability for similar positions that may arise in the future, after which it will be disposed of. If you are unable to fulfill the reference commitment or if you do not wish your resume to be retained, you may inform us.

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