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customer experience director

Eren Perakende

<div>
 
 For more than 35 years, Eren Retail has been bringing the world&rsquo;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&ndash;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
 
 
 
 
 
 <ul>
 <li>
 Lead and manage Customer Service and Customer Experience teams, fostering a culture of excellence and customer-centricity,
 </li>
 <li>
 Design and continuously optimize the end-to-end customer journey across all touchpoints to deliver a seamless, premium experience,
 </li>
 <li>
 Oversee call center operations and communication platforms (IVR, CRM, chat, call routing) to ensure efficient and personalized interactions,
 </li>
 <li>
 Analyze customer feedback and satisfaction metrics (NPS, CSAT) to identify improvement opportunities and implement data-driven strategies,
 </li>
 <li>
 Develop and monitor KPIs for teams and individuals, ensuring performance aligns with strategic objectives,
 </li>
 <li>
 Handle escalated customer issues and complaints with solution-oriented approaches, driving continuous improvement initiatives,
 </li>
 <li>
 Collaborate with Product, Marketing, Operations, and Business teams to ensure customer experience strategies align with overall brand objectives.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Qualifications
 
 
 
 
 
 <ul>
 <li>
 10+ years leading multi-channel contact centers (phone, email, chat, social), with at least 7 years in leadership roles,
 </li>
 <li>
 Strong strategic leadership with proven ability to develop high-performing teams and drive a customer-first culture,
 </li>
 <li>
 Experience in process improvement, change management, and performance optimization,
 </li>
 <li>
 Advanced analytical skills, data-driven decision making, and KPI management,
 </li>
 <li>
 Proficient in CRM, call center technologies, and MS Office; able to implement tech solutions effectively,
 </li>
 <li>
 Excellent communication, negotiation, and presentation skills, influencing at all organizational levels,
 </li>
 <li>
 Bachelor&rsquo;s degree in a relevant field.
 </li>
 </ul>
 
 
</div>

Customer Experience Director

Hilton

<div>Director of Front Office
A Director of Front Office supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. 
What will I be doing?
This position reports to the Hotel Manager. 
As Director of Front Office, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Director of Front Office is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:<ul><li>
Oversee the entire Front Office operation to maintain high standards</li><li>
Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement</li><li>
Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme</li><li>
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities</li><li>
Set departmental objectives, work schedules, budgets, policies, and procedures</li><li>
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork</li><li>
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices</li><li>
Maintain good communication and working relationships with all hotel departments</li><li>
Monitor staffing levels to meet cover business demands</li><li>
Conduct monthly communication meetings and produce minutes</li><li>
Manage staff performance issues in compliance with company policies and procedures</li><li>
Recruit, manage, train and develop the Front Office team</li><li>
Comply with hotel security, fire regulations and all health and safety legislation</li><li>
Act in accordance with policies and procedures when working with front of house equipment and property management systems</li><li>
Assist with other departments, as necessary</li></ul>
What are we looking for?
A Director of Front Office serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:<ul><li>
A degree or diploma in Hotel Management or equivalent</li><li>
Knowledge of the Hilton hotel management systems (OnQ)</li><li>
A minimum of 3 years of Front Office Manager/ Director of Front Office experience in the hotel industry</li><li>
High level of IT proficiency</li><li>
High level of commercial awareness and sales capabilities</li><li>
Experience of managing people and developing people</li><li>
Previous experience of managing a department and Profit and Loss account</li><li>
Excellent leadership, interpersonal and communication skills</li><li>
Accountable and resilient</li><li>
Commitment to delivering a high level of customer service</li><li>
Ability to read listen and communicate effectively in English and Turkish; in writing, using correct grammar, spelling and sentence structure
</li></ul>What&rsquo;s in it for me?<ul><li>
Career and development opportunities in Hilton Hotels Worldwide</li><li>
Competitive Salary &amp; Wages</li><li>
Private Health Insurance</li><li>
Complimentary Dry Cleaning for Business Attire</li><li>
Monthly Transportation Fee</li><li>
Complimentary Shuttle Bus
</li><li>Indoor Parking Privileges
</li><li>&ldquo;Go Hilton&rdquo; - discounted room rates in Hilton Hotels Worldwide for yourself and your family members</li><li>
Opportunity to make a positive impact on environment and community with Travel with Purpose progra</li></ul>
Specifically, we look for demonstration of these Hilton Values:<ul><li>
Hospitality - We're passionate about delivering exceptional guest experiences.
</li><li>Integrity - We do the right thing, all the time.</li><li>
Leadership - We're leaders in our industry and in our communities.</li><li>
Teamwork - We're team players in everything we do.</li><li>
Ownership - We're the owners of our actions and decisions.</li><li>
Now - We operate with a sense of urgency and discipline</li></ul> 
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its . Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!</div>

Director of Front Office

Noatum Logistics

<div>
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Minimum bachelor&rsquo;s degree
 </li>
 <li>
 Experience in Airfreight Forwarding
 </li>
 <li>
 Minimum 4 years of extensive track record of professional experience and success as field sales representative in the forwarding / logistics sector.
 </li>
 <li>
 A reliable, trustworthy and serious conduct.
 </li>
 <li>
 Excellent negotiating and closure skills
 </li>
 <li>
 A good knowledge of spoken and written English and native Turkish.
 </li>
 <li>
 A class B driver's license and able to drive actively
 </li>
 <li>
 Having a customer portfolio is an advantage
 </li>
 </ul>
 
 
 
 
 Job Descriptions:
 
 
 <ul>
 <li>
 Reporting to the Airfreight Director
 </li>
 <li>
 Responsible for sales and profit responsibility through managing and developing own portfolio of clients
 </li>
 <li>
 Identifying new opportunities for exports/imports so to contribute to the account strategies including an action plan
 </li>
 <li>
 Secure profitable business through hot sales, follow-up on visits and planning of next steps for the development of direct clientelle
 </li>
 <li>
 Close follow up of the market insight and competitors
 </li>
 <li>
 Implementation/reporting of sales activities and strong collaboration with the airfreight pricing teams
 </li>
 </ul>
 
 
</div>

Airfreight Sales Executive

Rixos

<div>Company Description 
Rixos Hotels, with 25 years of experience in the tourism sector, continues to grow worldwide as a Turkish brand with new investments, driven by a management model based on dynamic, flexible, and proactive strategies. Currently, we operate 43 different hotels, theme parks, and special projects across 3 continents and 8 countries.
In Turkey, we provide services to our guests in various concepts with a talented workforce of approximately 8,000 people in the Antalya, Mu&#287;la, and Istanbul regions.
We are seeking a valuable team member for the position of &ldquo;Executive Secretary&quot; to be considered at Rixos Tersane &#304;stanbul. 
Job Description 
<ul><li>
Collaborate with relevant departments to obtain necessary documents, information, and tasks from staff or managers.</li><li>
Handle all correspondence and maintain effective communication under the supervision of the Managing Director.</li><li>
Carry out the written external communications of the hotel&rsquo;s Managing Director.</li><li>
Carry out the telephone communications of the hotel&rsquo;s Managing Director.</li><li>
Remind the Managing Director of VIP guests and, if necessary, ensure that they meet/communicate.</li><li>
File all documents and correspondences of the General Management office appropriately and ensure that the files are up-to-date.</li><li>
Protect the confidentiality of all correspondences issued or received by the Managing Director.</li><li>
Take note of and follow-up all appointments of the Managing Director.</li><li>
Ensure that the communication channels of the General Management office are working at all times and take the necessary measures in this regard.</li><li>
Receive hotel guests and other guests that wish to see the Managing Director in a proper manner.</li><li>
Ensure that the department managers or other employees that wish to see the Managing Director meet at the earliest convenience and arrange the meeting times.</li><li>
Prepare the meeting minutes appropriately for the Managing Director&rsquo;s meetings that require such meeting minutes and distribute them to the concerned parties.</li><li>
Monitor and control the faxes sent on a daily basis.</li><li>
Keep track of the special days of hotel employees and other individuals deemed necessary by the Managing Director and make arrangements for celebrations.</li><li>
Ensure that the General Management office is always kept in a clean and orderly manner</li><li>
Possess full knowledge of the hotel&rsquo;s policies and procedures, implement these policies and procedures and, when necessary, ensure coordination between other departments.</li><li>
Carry out all responsibilities related to the quality management systems implemented at the facilities.</li><li>
Carry out all other duties assigned by managers and hotel management not specified in the job description.</li><li>
To ensure you read the hotel&rsquo;s Employee Handbook and have an understanding of and adhere to the hotel&rsquo;s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.</li><li>
To respond to any changes in the department as dictated by the needs of the hotel.</li><li>
To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.</li><li>
To attend training and meetings as and when required.</li></ul> 

Qualifications 
<ul><li>
Graduated from relevant departments of universities (Office Management, Business Administration, Secretarial Studies, Communication, etc.),</li><li>
Minimum 3 years of experience in a similar position (executive assistant, office manager, or senior secretary),</li><li>
Advanced proficiency in English (both written and spoken),</li><li>
Strong written and verbal communication skills with excellent representation and expression abilities,</li><li>
Professional diction and strong command of written language,</li><li>
Familiar with corporate work structure and confidentiality principles,</li><li>
Proficient in MS Office programs (Word, Excel, PowerPoint, Outlook),</li><li>
Experienced in meeting organization, travel arrangements, and calendar management,</li><li>
Strong skills in reporting, presentation preparation, and documentation,</li><li>
Highly discreet and reliable, with strong attention to confidentiality,</li><li>
Excellent time management and prioritization skills,</li><li>
Detail-oriented, organized, and results-driven.</li></ul></div>

Executive Secretary

Johnson Controls

<div><div>What you will do</div><div><div><div><div><div><div><div><div><div>
Here at Johnson Controls we hire around 4000 people a year across EMEA, from technicians, sales engineers and customer service advisors to senior hires and even early careers! Why not to join JCI as Channel Sales Manager? It's a key role reporting directly to the Sales Director - Applied Products of the Middle East and Africa region for the indirect business.
You will be based in Istanbul and will be responsible for growing the sales network through our channel partner for the Applied Products business across Turkey. You will drive the sales and business growth for HVAC product portfolio specifically Chillers, AHU&rsquo;s, and FCU&rsquo;s.
Become a member of the Johnson Controls family and thrive in an improving company culture where your voice and ideas will be heard &ndash; your next excellent opportunity is just a few clicks away! 
 
How you will do 
As a Channel Sales Manager, you will use your strategic expertise and knowledge of Applied Products to drive the sales, ensure customer happiness, assure results, and improve relations with our partner to increase sales and service quality. You will articulate market information (market prices, volume, growth, competitor actions etc.) and propose a growth action plan in the territory to executive management. 
You are a hunter driven to seek and develop existing business and long term customer relationships, self-motivated. You&rsquo;re analytical, perseverant, professional and reliable in your approach to work, leading multiple priorities simultaneously because of your excellent planning, organization, and time management skills.
What we look for 
Required<ul><li>
Bachelor degree in Mechanical Engineering or equivalent</li><li>
6 to validated experience in the HVAC industry, specifically passionate about Chillers/AHU/FCU in Turkey</li><li>
Consistent record of delivering sales target and leading &amp; running sales</li><li>
Excellent verbal and written communication skills</li><li>
Fluent language skills in English</li><li>
Strong presentation and ability to influence key partners, consultants, and owners</li><li>
Independent, innovative, strategic-thinker and able to perform under pressure</li></ul></div></div></div></div></div></div></div></div></div></div>

Channel Sales Manager

<div>Company Description 
Rixos Hotels, with 25 years of experience in the tourism sector, continues to grow worldwide as a Turkish brand with new investments, driven by a management model based on dynamic, flexible, and proactive strategies. Currently, we operate 43 different hotels, theme parks, and special projects across 3 continents and 8 countries.
In Turkey, we provide services to our guests in various concepts with a talented workforce of approximately 8,000 people in the Antalya, Mu&#287;la, and Istanbul regions.
We are seeking a valuable team member for the position of &ldquo;Learning &amp; Development Manager&quot; to be considered at Rixos Tersane &#304;stanbul. 
Job Description 
<ul><li>
Review the Learning needs analysis for the hotels prior to the budget and assist the Director of Human Resources in budget preparations</li><li>
Review with the Director of Human Resources the implementation and facilitation of a Hotel Training Plan and budget that is aligned with the hotel&rsquo;s goals and strategic plan</li><li>
Follow-up on all training activities within the hotel</li><li>
Ensure with all Mandatory Corporate Training the properties and 100% compliant (Colleagues, Orientation )</li><li>
Ensure coordination and delivery of training programs of all internal and external providers</li><li>
Champion company provided online and e-learning tools and portals, ensuring approval processes are in place and executed, as well as registrations and completions are monitored and tracked</li><li>
Develop quality introductory and ongoing departmental training plans and learning activities; maintain active follow-up through on-going coaching, guidance and support of junior-, mid-level- and senior leaders</li><li>
Support the Quality Manager in the development of Departmental Trainers as required</li><li>
Supervise the completion of compliance training i.e. Fire Safety, Sustainable Tourism, First Aid</li><li>
Review how cross training is used in the properties and see if there can be a way to do multi-property training</li><li>
Be the champion of the employee generated content and assist in the creation of a learning culture</li><li>
Demonstrates pro-activity in measuring both feedback about the learning experience as well as sustainable behavioral change. Is confident using INES to create reports, can analyze and interpret this data to share with key stakeholders. Uses data for decision-making.</li></ul> 

Qualifications 
<ul><li>
Bachelor&rsquo;s Degree/Master&rsquo;s Degree from a reputable hospitality/business school preferred or equivalent</li><li>
Minimum 5 years of total experience ideally with strong operations background</li><li>
At least 4 years of experience in in a single property or cluster-based role</li><li>
High degree of professionalism with strong understanding of hotel operations and business acumen</li><li>
Excellent reading, writing and oral proficiency in English language</li><li>
Strong working knowledge of Digital tools</li><li>
Strong leadership, interpersonal and training skills</li><li>
Excellent communication and customer contact skills</li><li>
Results and service oriented with an eye for details</li><li>
Ability to multi-task, work well in stressful &amp; high-pressure situations</li><li>
A motivator &amp; self-starter</li></ul></div>

Learning & Development Manager

Mastercard

<div>Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we&rsquo;re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Director, Product Management - Small &amp; Medium Enterprises
The Director Product Management will support the Head of SME Product Development EEMEA to lead the product management of SME solutions in EEMEA . These solutions will support Issuing distribution partners and Acquiring distribution partners as well as the end SME user. They may also support additional new distribution partners like the government, fintechs, and digital players.
 
 
This role will work with the SME EEMEA Head, Global SME product team, Regional Commercialization Leads, regional delivery and account teams to develop a regional SME strategy, solutions and go to market plans to win more business and grow programs with our customers.
 
 
Role:
 
 
Strategy
 
 
<ul><li>Drive EEMEA Small Business by developing a deep understanding of the segment through benchmarking, competitive analyses, and research; recommending best practices; and generating profitability analyses and business cases.
</li><li>Support the management of card and acquiring program for continued growth in the segment.
</li><li>Provide thought leadership on innovative programs, functionalities, and strategies Mastercard can implement with issuers.
</li><li>Utilize small business industry expertise to construct Mastercard&rsquo;s point of view on small business as a segment, as well as to guide issuers in creating their differentiated strategic approaches to the small business segment.
</li></ul> 
Product development
 
 
<ul><li>Support the segment and collaborate with regional management and specific issuers, acquirers &amp; partners on customized programs to optimize existing products for small businesses, including acquisition, usage/spend, &amp; retention tactics.
</li><li>Provide input into global SME product management activities
</li><li>Complete opportunity assessments including business cases on new ideas and concepts.
</li><li>Define optimum product economics for the approval in RPIC
</li></ul> 
Product management
 
 
<ul><li>Support the tracking and delivery of portfolio results as well as the results of new product/product enhancements to determine effectiveness and refine strategy development.
</li><li>Ensure product suite is continually updated to exceed cardholder and issuer expectations, industry standards, and competitive pressures. Support ownership of competitive assessments to feed into global product/product architect organization related to drive product development needs or bundled solutions
</li><li>Manage performance of existing products and issuer implementations.
</li><li>Continuously assess and optimize product economize to support issuance of right products for the right segments
</li><li>Support Commercialization and Account teams with customer facing small business expertise and support related to small business portfolio business development with banks and non-traditional partners
</li><li>Work with Commercialization and Account teams to develop solutions to support customer segment needs
</li><li>Work with Commercialization and Account teams to develop solutions to support customer segment needs and differentiate product offering
</li></ul> 
People leadership
 
 
<ul><li>Leveraging research and data analytics to expand and optimize the current business with the goal of reaching underpenetrated programs, product lines, and markets
</li><li>Drive product management discipline including: supporting the product value proposition, analyzing product economics, developing consumer engagement and portfolio optimization tools
</li></ul> 
All About You
 
 
<ul><li>Solid experience in the payment/technology industry in product management.
</li><li>Understanding of card issuing and payments technologies.
</li><li>Proven track record in bringing ideas from creation to execution.
</li><li>Strong operational/technical background within the payments and financial services industries.
</li><li>Strong leadership skills, able to get things done through influencing others
</li><li>Strong written and verbal communication skills, ability to present to customers and at conferences
</li><li>Strong business acumen
</li><li>Self-motivated with a proven track record of delivering success while operating within a matrix and team environment
</li><li>Proven experience, and network of relationships in the Fintech industry for the identification and development of opportunities where new and innovative technologies align with Mastercard&rsquo;s strategy.
</li><li>Understanding of competitive offerings and industry trends in the markets.</li></ul>
Corporate Security Responsibility 
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:<ul><li>
Abide by Mastercard&rsquo;s security policies and practices;</li><li>
Ensure the confidentiality and integrity of the information being accessed;</li><li>
Report any suspected information security violation or breach, and</li><li>
Complete all periodic mandatory security trainings in accordance with Mastercard&rsquo;s guidelines.</li></ul></div>

Director, Product Management - Small & Medium Enterprises

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