Customer Relations Manager

For more than 55 years, Eren Perakende has been uniting world-renowned brands with consumers in Turkey. In 1990, the company partnered with Devanlay to begin the licensed production and distribution of Lacoste in Turkey. Since then, Eren Perakende has taken on the distributorship of global brands such as Burberry, Gant, Nautica, and Converse.

In 2008, the company launched its own retail concept with Occasion stores, followed by the introduction of the innovative SuperStep store concept in 2012. Embracing a multi-channel strategy in 2020, Eren Perakende expanded its online sales network and redefined the shopping experience through House of SuperStep, transforming retail into an experience-driven model.

Expanding its brand portfolio with names like Intersport, SuperKids, Fashfed, United4, Sanal Çadır and Heartbeat, Eren Perakende now operates in 25 countries, with over 8,000 employees, nearly 700 stores, and 17 digital platforms.

We are looking for an Customer Relations Manager to contribute to our premium lifestyle brands in this growth journey.

Job Description

• Manage processes to boost customer satisfaction by ensuring efficient and effective call center operations. Collaborate closely with Business, Product, Operations, and Customer Service teams to deliver a seamless and excellent customer experience.
• Analyze customer feedback and satisfaction metrics (NPS, CSAT) to identify improvement opportunities and monitor call center performance.
• Manage communication technologies such as IVR, CRM, call routing systems, and chat platforms to optimize customer interactions.
• Utilize reporting systems to track performance, analyze trends, and derive actionable business insights.
• Supervise, train, and motivate call center staff to enhance productivity and job satisfaction.
• Establish and monitor key performance indicators (KPIs), regularly assessing team and individual performance against benchmarks.
• Handle customer complaints effectively, developing solution-oriented strategies and implementing continuous improvement initiatives.
• Oversee projects related to customer relations and call center system enhancements, ensuring timely delivery and adherence to budget.
• Lead workforce planning and scheduling to optimize resource allocation and service levels.
• Ensure compliance with company policies, industry regulations, and quality standards.

Qualifications

• Minimum 8 years of experience in multi-channel contact center management (phone, email, chat, social).
• Strong leadership and people management skills with a customer-first mindset.
• Proven ability to drive process improvements and change management initiatives.
• Advanced analytical and problem-solving skills; experienced in performance reporting and data-driven decision making.
• Proficiency in CRM platforms, call center technologies, and MS Office applications.
• Excellent communication, negotiation, and presentation skills in English.
• Bachelor’s degree in a related field.