Customer Communication

Customer Communication & Customer Experience Director 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 650 stores, and 17 digital platforms.

About the Role
We are seeking an experienced Customer Communication & Customer Experience Director to lead and transform our customer service operations across multiple retail brands, e-commerce platforms, and international markets. This role will be responsible for delivering operational excellence across contact centers and digital customer communication channels, ensuring consistent service quality, operational efficiency, and a seamless customer support experience. The ideal candidate combines extensive retail and e-commerce expertise with proven international contact center leadership, strong operational capabilities, and a forward-looking approach to AI-driven customer service transformation.

Key Responsibilities
• Lead and manage customer communication and contact center operations across multiple brands, domestic and international markets.
• Oversee all customer service channels, including inbound and outbound calls, live chat, WhatsApp, email, social media support, and AI-powered conversational platforms.
• Manage multi-country and multilingual customer service operations, ensuring consistent quality standards while addressing local market requirements.
• Drive operational excellence across e-commerce customer support processes, including order inquiries, delivery tracking, cancellations, returns, refunds, and complaint resolution.
• Establish and continuously improve service performance standards through KPIs such as CSAT, SLA, FCR, abandonment rate, resolution time, and cost per order.
• Lead contact center technology transformation, including chatbot, voicebot, conversational AI, intelligent routing, and self-service automation.
• Manage internal teams and outsourced BPO partners, ensuring effective workforce planning, capacity management, quality assurance, and cost optimization.
• Develop and oversee operational budgets, vendor contracts, resource allocation, and productivity improvement initiatives.
• Build scalable customer service operating models that support business growth across brands, channels, and international markets.
• Collaborate closely with E-commerce, Retail Operations, Logistics, Technology, and Brand teams to resolve customer-facing operational issues and improve service delivery.
• Establish effective escalation and complaint management frameworks, ensuring timely resolution and consistent communication standards.
• Lead, develop, and inspire high-performing teams while fostering a culture of accountability, operational discipline, and customer-centricity. Qualifications
• Minimum 15 years of professional experience in customer service, customer communication, call center operations, or related functions.
• Proven experience in retail and e-commerce customer service operations is mandatory. Candidates must demonstrate a strong understanding of high-volume retail and digital commerce environments.
• Direct experience managing international customer service and contact center operations is mandatory, including multi-country operations, multilingual teams, and cross-border service delivery.
• Minimum 7 years of leadership experience managing large-scale, multi-channel customer service organizations.
• Extensive knowledge of contact center operations, live chat management, digital customer care, workforce management, quality assurance, and BPO governance.
• Strong understanding of e-commerce processes, including order management, fulfillment, delivery, returns, refunds, and post-purchase customer support.
• Proven track record of improving customer satisfaction, operational productivity, service levels, and cost efficiency.
• Experience implementing or scaling customer service technologies, including CRM, IVR, ticketing systems, chatbot platforms, conversational AI, and automation solutions.
• Strong analytical, financial, and operational management capabilities, with a data-driven approach to decision-making.
• Experience leading organizational transformation and managing complex stakeholder relationships across brands and international markets.
• Excellent leadership, communication, negotiation, and problem-solving skills.
• Fluent English is mandatory.
• Bachelor's degree in Business Administration, Engineering, or a related discipline. What We Value We are looking for a hands-on, results-oriented leader who can manage complex, high-volume customer communication operations while continuously improving service quality, scalability and efficiency. The successful candidate will bring a strong combination of retail and e-commerce expertise, international operational leadership, and technology-driven transformation capabilities. “Eren Perakende olarak kişisel verilerinizin güvenliğine önem vermekteyiz. 6698 sayılı Kişisel Verilerin Korunması Kanunu kapsamında kişisel verilerinizin işlenmesinden doğan haklarınıza ve bu konudaki detaylı bilgiye internet sitemizde veya https://erenperakende.com/sayfa/calisan-adayi-aydinlatma-metni-801 adresinde yer alan aydınlatma metnimizden ulaşabilirsiniz.”