Customer Experience Development Specialist

Çayırova, Kocaeli
Kontrat
Tam zamanlı

1 ay önce

Ready to learn more about us?We were founded in 2010 with a dynamic and agile start-up spirit. The trust of around 30 million customers and 250,000 sellers has made us the first decacorn in Turkey. Our success is backed by renowned investors such as Alibaba, General Atlantic, Softbank, Princeville Capital and several sovereign wealth funds. In 2022, we opened our first dedicated international office in Berlin and expanded to Amsterdam, Luxembourg and London. And that’s just the beginning!Tech at the rootWe believe that technology is the driver and e-commerce is the outcome. Thanks to the dedication of our team, we have become one of the top 5 e-commerce companies in EMEA and one of the fastest growing worldwide. We currently deliver over 1.5 million parcels daily to 27 countries.Growth is in our DNAAs a young and dynamic company, we are constantly growing and expanding. With Trendyol Tech, one of the leading R&D centres, Trendyol Express, the fastest growing delivery network, Dolap, the largest platform for second-hand goods, and Trendyol Go, our instant food and grocery delivery service, we are gearing up to become the world’s leading e-commerce platform.Focused on positive impactOur vision goes beyond business success. We strive to make a sustainable and positive impact on our customers, business partners, and society. By digitizing merchants and SMEs, helping businesses grow, and promoting women’s economic empowerment, we are dedicated to creating a better future.ABOUT THE TEAMIf you want to feel the heartbeat of Trendyol, you're in the right place! The Operations Team manages end-to-end operation activities and development processes in the competitive marketplace. There are eight main disciplines within The Operations Team: Operations, International Operations, Delivery, Supply Chain, Operations Business Development, Operational Excellence, Business Intelligence and Warehouse Projects & Optimization.We are all working with the same purpose: To create a positive impact in our ecosystem by enabling commerce through technology.YOUR MAIN RESPONSIBILITIES

Develop a delivery experience plan and aid our internal teams and delivery partners in meeting their goals
Measure, monitor and analyze delivery related customer experience KPIs and detect customer needs, pain points and root causes for both existing and potential customers
Identify personas and map customer journeys to identify gaps in as-is and to-be journeys across all touchpoints, and create preventive actions for delivery process pain points
Research and follow customer experience trends & best practices, develop projects that will improve the delivery experience journey
Interpret and synthesize customer feedbacks from various sources (surveys, operational data, contact center data, social media etc.)
Work with internal teams (CX, IT, business development etc.) to ensure that gaps in the delivery experience are filled

QUALITIES WE’RE LOOKING FOR

Bachelor's degree from reputable universities (engineering, business administration, economy, etc.)
Masters degree is a plus
Minimum 2 years of experience in service sectors e.g. e-commerce, logistics
E-commerce experience is a plus
Project management experience is a plus
Customer and solution-oriented
Completed military service for male candidates.

JOIN US AND

Take responsibility from day one and develop your skills with a talented and diverse international team.

Experience open communication, flexibility, and a start-up spirit in our unique culture.

Tackle big challenges in e-commerce with Agile practices and encourage growth by learning from mistakes.

Join creative and focused teams that prioritize collaboration and problem-solving.

Access our extensive training platform for continuous learning and personal growth.

Benefit from the support of a global team of experts with mentoring and professional development opportunities.

Focus on talent and potential, not just job titles.

Connect with teammates regardless of physical distance through events, meetings, and social activities.

Enjoy competitive benefits such as Trendyol shopping budget, central and international office locations, and top-of-the-line technical equipment.

We’re looking forward to receiving your application!We embrace a hybrid working model that seamlessly blends the best of both worlds-remote productivity and the collaborative energy of our vibrant offices. Every month, we gather at our offices once to work side by side, fostering in person communication and embracing the camaraderie that fuels our team spirit. These sessions are crucial for teamwork in solving complex issues, socializing, learning from each other, and experiencing our culture.Each division has a pre-set optional office day each week. Based on our preferences, we come together at our offices at our discretion as an opportunity to feel more team spirit, immerse in our culture, and familiarize ourselves with our way of workings.We offer the opportunity for a two-month full remote work program, allowing you to work from abroad, during the summer period (July to August).This working model applies to our hybrid job postings; on-site roles require being based in an office work environment.Discover more about our #LifeatTrendyol and our culture on our , and channels.At Trendyol, we believe in the power of an inclusive workplace. We value diversity and believe that every team member contributes to our vibrant culture. Our platform is for everyone, and so is our workplace. We encourage the representation and amplification of diverse voices in our business, as it allows us all to thrive, contribute, and shape the future together.Kocaeli / Çayırovaİşe alım sürecinin takibi adına başvuru esnasında bu ilanı nerede (vacanciesinturkey.com) gördüğünüzü niyet mektunuzda belirtmenizi rica ederizTo help us track our recruitment effort, please indicate in your cover letter where (vacanciesinturkey.com) you saw this job posting.

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