Trendyol2mo ago

Delivery Customer Experience Development Professionals

Kocaeli / ÇayırovaFull-timemid

Customer SuccessCustomer Experience

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Quick Summary

Overview

About the Team At Trendyol Operations, we optimize systems, enhance efficiency, and harness technology to deliver seamless e-commerce experiences. From robotics to automation, we leverage cutting-edge solutions to meet the needs of millions.

Technical Tools

ecommerceproject-management

About the Team

At Trendyol Operations, we optimize systems, enhance efficiency, and harness technology to deliver seamless e-commerce experiences. From robotics to automation, we leverage cutting-edge solutions to meet the needs of millions. We work cross-functionally with teams across the business, turning ambitious goals into reality through data, speed, and teamwork. In a culture that values ownership, impact, and inclusivity, we grow together — as individuals and as a team.

About the Role

In this role, you will be responsible for defining and optimizing the end-to-end delivery experience strategy. You will actively measure, monitor, and analyze key Customer Experience (CX) KPIs, utilizing customer journey mapping and feedback synthesis from various sources to identify major pain points and root causes. The role requires you to drive continuous improvement by developing new projects based on best practices and collaborating closely with internal teams (IT, Operations, Business Development) to ensure gaps in the delivery process are effectively closed.

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.