Customer Journey and Kaizen Specialist

Toyota Turkey Marketing and Sales Inc. is an international distributor responsible for the marketing, sales, and after-sales services of Toyota and Lexus branded vehicles in the automotive sector.

Our employee value proposition is "We Respect We Kaizen!", which reflects our two most important values, "Respect for People" and "Kaizen".

The common characteristics of Toyota employees who say "We Respect We Kaizen!" are as follows:

• Love job and do it with passion!
• Work with a smile and have fun!
• Make an effort to create happy environment!
• Value everyone for being human!
• Work with team spirit for better results.

We are looking for Customer Journey and Kaizen Specialist to work with our teams.

You Will Be a Perfect Match If You Have;

• A bachelor's degree or higher is required
• Excellent command of written and spoken English
• Strong analytical abilities, capable of data-driven operational processes
• High communication ability, able to coordinate processes with different stakeholders inside the company
• Minimum 2 years of experience in customer experience management, Team player, problem-solving, innovative thinking, strong communication and negotiation skills,
• Having strong project management and analytical skills
• Have good skills in Microsoft Office Programs (Word, Excel, PowerPoint)
• Highly driven and brave to be a game changer
• Experience in customer experience management and measurement tools
• Customer-oriented innovative thinking

Main Responsibilities:

• Localization and implementation of global brand strategy and customer experience.
• Tracking, reporting, and enhancing the efficiency of customer feedback channels at all customer points of contact, both online and offline.
• Measuring customer feedback in line with the appropriate customer journey and sharing it with the relevant business process owners at frequent intervals.
• Clarifying the actions associated with experience development areas, as well as ensuring coordination and follow-up with process owners.
• Taking swift response with the relevant business process owners in cases identified by customer experience metrics. Putting in place corrective and remedial systems to detect and respond to these situations.
• Adopting new approaches and practices to improve customer experience
• Responsible for Kaizen projects carried out at Toyota Turkey and Toyota & Lexus Dealers