Customer Experience Director

For more than 35 years, Eren Retail has been bringing the world’s leading brands to customers in Turkey. In 1990, the company entered into a partnership with Devanlay, beginning the licensed production and distribution of Lacoste. Since then, Eren Retail has served as the Turkish distributor for globally renowned brands such as Burberry, Gant, Nautica and Converse.

In 2008, it launched Occasion stores, followed by the creation of the SuperStep store concept in 2012. Strengthening its online presence in 2020 through a multi-channel strategy, Eren Retail redefined retailing as an experiential journey with House of SuperStep.

Expanding its portfolio with brands such as Intersport, SuperKids, Fashfed, United4 and HeartBeat, Eren Retail continues to operate with an experience–focused strategy. Today, the company has a presence in 25 countries, employs over 8,000 people and manages nearly 700 stores along with 17 digital channels worldwide.

In line with our innovative approach to enhancing the customer journey across all channels, we are looking for a Customer Experience Director to design and deliver premium experiences for our brands.

Job Description

• Lead and manage Customer Service and Customer Experience teams, fostering a culture of excellence and customer-centricity,
• Design and continuously optimize the end-to-end customer journey across all touchpoints to deliver a seamless, premium experience,
• Oversee call center operations and communication platforms (IVR, CRM, chat, call routing) to ensure efficient and personalized interactions,
• Analyze customer feedback and satisfaction metrics (NPS, CSAT) to identify improvement opportunities and implement data-driven strategies,
• Develop and monitor KPIs for teams and individuals, ensuring performance aligns with strategic objectives,
• Handle escalated customer issues and complaints with solution-oriented approaches, driving continuous improvement initiatives,
• Collaborate with Product, Marketing, Operations, and Business teams to ensure customer experience strategies align with overall brand objectives.

Qualifications

• 10+ years leading multi-channel contact centers (phone, email, chat, social), with at least 7 years in leadership roles,
• Strong strategic leadership with proven ability to develop high-performing teams and drive a customer-first culture,
• Experience in process improvement, change management, and performance optimization,
• Advanced analytical skills, data-driven decision making, and KPI management,
• Proficient in CRM, call center technologies, and MS Office; able to implement tech solutions effectively,
• Excellent communication, negotiation, and presentation skills, influencing at all organizational levels,
• Bachelor’s degree in a relevant field.