TORCH Consultancy values excellence in search from entry to executive level, training, as well as consultancy for firms. Our founder has more than 30 years of experience in various sectors. We use our expertise in understanding our clients’ needs and helping them find talented leaders to lead their organizations. We specialize in identifying and sourcing talented executives primarily for marketing, sales, finance, risk, IT, audit, accounting and management verticals.
Our Services:
• Training
• Organization
• Recruitment
• Consultancy
• Human Resources
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POSITION : HEAD OF CUSTOMER EXPERIENCE
THE FIRM is a leading provider of innovative e-commerce solutions, empowering businesses to thrive in the digital world. With a focus on cutting-edge technology, customer-centric strategies, and scalable platforms, THE FIRM has established itself as a trusted partner for thousands of businesses seeking to maximize their online potential. The mission is to drive digital transformation, enabling clients to achieve sustainable growth and success in a rapidly evolving marketplace. The FIRM has built a solid foundation for data mining and is seeking a HEAD OF CUSTOMER EXPERIENCE for this organization.
Key responsibilities
- Analyze customer feedback and satisfaction metrics (NPS, CSAT) to identify improvement opportunities and implement data-driven strategies
- At his/her past professional life, it is nice to have an experience in artificial intelligence implementation processes Key responsibilities (continue)
- At the FIRM, the Technical Support team plays a critical role in ensuring customer satisfaction and the smooth operation of the company's products and services. Their main focus is to assist clients with technical issues, provide guidance, and ensure that any problems are resolved in a timely and efficient manner. So, we are seeking the right candidate fits and can manage this role perfectly.
- Lead and manage Customer Service and Customer Experience teams, fostering a culture of excellence and customer-centricity
- Design and continuously optimize the end-to-end customer journey across all touchpoints to deliver a seamless, premium experience
- Oversee call center operations and communication platforms (IVR, CRM, chat, call routing) to ensure efficient and personalized interactions
- Develop and monitor KPIs for teams and individuals, ensuring performance aligns with strategic objectives
- Handle escalating customer issues and complaints with solution-oriented approaches, driving continuous improvement initiatives
- Collaborate with Product, Marketing, Operations, and Business teams to ensure customer experience strategies align with overall brand objectives.
Required Qualifications
- 10+ years leading multi-channel contact centers (phone, email, chat, social), with at least 7 years in leadership roles
- Strong strategic leadership with proven ability to develop high-performing teams and drive a customer-first culture
- Experience in process improvement, change management, and performance optimization
- Advanced analytical skills, data-driven decision making, and KPI management Required Qualifications (continue)
- Proficient in CRM, call center technologies, and MS Office; able to implement tech solutions effectively
- Excellent communication, negotiation, and presentation skills, influencing at all organizational levels, Strong written and verbal communication skills
- Bachelor’s degree in engineering, Business Administration, Management Information Systems, or a related field
- Excellent command of written and spoken English
- Native-level proficiency in Turkish
- Advance knowledge of MS Office applications and data analysis & reporting (Excel, Hot Spot, Sales Force)
- Strong analytical and problem solving & negotiation skills, communication skills and high sense of responsibility
- Collaborative team player with strong time management skills
- High level of energy and self-motivation to manage complex multinational tasks
- Resides in İstanbul Anatolian side is preferred
Önemli Not1: Veri tabanımızda sürekli bulunmak ve iş fırsatlarından yararlanabilmek için CV'lerinizi lütfen www.torchconsultancy.com adresinden veri tabanımıza kayıt etmeyi unutmayınız.
Önemli Not2: LinkedIn üzerinden elektronik olarak ileteceğiniz kişisel bilgileriniz, 6698 sayılı Kişisel Verilerin Korunması Kanunu ve ilgili mevzuat çerçevesinde, Torch Consultancy tarafından yalnızca şirketimizden talep ettiğiniz hizmetlerin sunulabilmesi ve bu hizmetlerin sürekliliğinin sağlanması amaçlarıyla saklanabilecek, işlenebilecek ve verilen servisin gerektirdiği hallerde yurtiçinde ve yurtdışında yerleşik 3. kişilerle paylaşılabilecek olup, kişisel verileriniz hiçbir şekilde hukuka ve dürüstlük kuralına aykırı şekilde başkaları ile paylaşılmayacak ve işleme sebebi dışında başka amaçlarla kullanılmayacaktır. Kişisel verileriniz yalnızca işleme amacının gerekli kıldığı süre boyunca saklanacak olup talebiniz üzerine silinecek veya imha edilecektir. Detaylı bilgiye https://www.torchconsultancy.com/sp/kisisel-verilerin-islenmesi linkinden ulaşabilirsiniz. Bu işe başvurarak, özgeçmişinizin veritabanımızda yer almasını kabul etmiş olduğunuzu bildirmek isteriz.
