Senior Manager of Customer Experience

3 days ago


Fatih, Istanbul, Turkey Yemeksepeti Full time

We are seeking a Senior Manager of Customer Experience to join our team at Yemeksepeti. As a leader, you will be responsible for driving transformation and automation of manual tasks across Account Management, Account Management Admin, and elevating operational excellence.

Key Responsibilities
  • Develop and implement standardised operating methods, robust performance frameworks, and optimised tools to achieve strategic business outcomes.
  • Leverage Balanced Scorecard metrics to evaluate operational performance and align programs with key organisational priorities.
  • Coordinate cross-functional teams to execute initiatives, ensuring seamless communication and alignment across stakeholders.
  • Lead, mentor, and inspire a team of Account Management Admins, fostering ownership and accountability across diverse operations and projects.
About The OpportunityStrategic Leadership
  • Drive transformation and automation of manual tasks to elevate operational excellence across Account Management, Account Management Admin.
  • Standardise operating methods, implement robust performance frameworks, and optimise tools to achieve strategic business outcomes.
  • Leverage Balanced Scorecard metrics to evaluate operational performance and align programs with key organisational priorities.
  • Coordinate cross-functional teams to execute initiatives, ensuring seamless communication and alignment across stakeholders.
Customer Experience Transformation
  • Develop and implement strategies to redefine service excellence, focusing on end-to-end transformation and operational agility.
  • Introduce automated scalable solutions to enhance service delivery, ensuring consistency across diverse markets while meeting local requirements.
  • Leverage digital tools and advanced analytics to optimise workflows, improve service outcomes, and increase customer satisfaction.
What You Need To Be Successful
  • 10+ years in program/account management, operations, or process optimisation, with at least 3–4 years in a leadership role.
  • Proven experience in process design and SOP development, with the ability to standardize and scale workflows.
  • Expertise in program management tools, frameworks, and methodologies, with a track record of delivering high-impact initiatives.
  • Strong analytical and problem-solving skills, with the ability to use data to inform decision-making and track ROI.


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