Trendyol - Delivery Customer Experience Development Professionals
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Requirements
• 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 • Bachelor’s degree from reputable universities (engineering, business administration, economy, etc.) • Project management experience is a must • Masters degree is a plus • Minimum 2 years of experience in service sectors e.g. e-commerce, logistics • E-commerce experience is a plus • Customer and solution-oriented • Completed military service for male candidates.
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
Benefits
• Hybrid working model with flexibility: a schedule that helps you find the right balance between flexibility and team bonding, including work-from-abroad opportunities and a summer working model. • Customisable FlexBenefits budget: Adjust your daily meal allowance, choose your health insurance package (and extend it to your spouse or children), and pick from additional benefits like fuel support or Trendyol shopping credits. • Well-being support: Access to location-based in-house doctors, as well as psychologist and dietitian support, and HPV vaccination provision. • Personalised training allowance and learning opportunities: Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year. • Responsibility from day one: Take full ownership from the start in a culture where every voice is heard and valued. • A diverse, international team: Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment. • Opportunities to grow with the best: Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring. • Meaningful connections beyond tasks: Be part of team rituals, events, and social activities that help us stay connected and inspired. • Take the Next Step • If this role excites you, apply today, we look forward to taking the next step with you. • Want to get to know the team better first? Explore our Career Website,LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.
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