Customer Experience Director

4 weeks ago


Fatih, Istanbul, Turkey TalentWay Consultancy Full time

We're partnering with a global company dedicated to helping employees of various companies and institutions embrace an active and healthy lifestyle

We are actively seeking a dynamic Customer Experience Director for their teams in İstanbul. Joining forces with a global company, you'll play a pivotal role in expanding our footprint and solidifying our position in the Turkish market.

What you will do?

  • Design and build processes.
  • Develop and execute a customer service strategy that aligns with sales, growth and financial efficiency objectives.
  • Plan pre-sales and post-sales strategies.
  • Oversee client-based customer care activities, events, trouble-shooting and upselling opportunities.
  • Lead, mentor, and develop a high-performing customer care team, ensuring excellent service and client satisfaction.
  • Establish and track KPIs, SLAs, and overall customer service metrics.
  • Partner with sales and partner teams to enhance client retention and renewal rates.
  • Optimize workflows and processes by leveraging CRM to improve efficiency.
  • Collaborate with Partner teams to provide insights on common customer challenges and improvement opportunities.
  • Recruit, train, and develop customer service professionals, ensuring they have the knowledge and resources to support clients effectively.
  • Implement performance management strategies to ensure high service standards and accountability.
  • A worthy representation of the company in accordance with the company's standards and company values.
  • On-going market analysis, competition and trends.
  • Development of the sales department structure adapted to the current stage of business development.
  • Building relationships with clients.
  • Managing a subordinate team.

What You'll have?

  • Bachelor's degree in related fields.
  • Minimum 10 years of experience.
  • Expertise in building efficient and professional sales structures.
  • Understanding of sales techniques.
  • Experience in B2B sales.
  • Knowledge of negotiation techniques.
  • Strong analytical skills.
  • Teamwork and leadership in building effective sales teams.
  • Experience in team management.
  • Experience in client relationship management.
  • Experience in an international business environment is preferred.
  • Advanced knowledge of English.
  • Strong communication, discipline, and consistency in work.
  • Willingness to travel for business.
  • Availability and strong professional ethics.
  • A win-win approach.

Why Join Us?

  • Join a global company with a commitment to fostering a positive work culture and attracting top talent.
  • Be part of a fast-moving culture that offers plenty of opportunities for personal and professional growth.
  • Work with a global team of passionate individuals dedicated to revolutionizing the fitness and sports industry in Turkey.

If you're ready to take on this exciting challenge and play a pivotal role in shaping the future of sports accessibility in Turkey, we'd love to hear from you. Apply now to join our dynamic team

Seniority level

Director

Employment type

Full-time

Job function

Customer Service and Marketing

Industries

Staffing and Recruiting

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