Trendyol Group is hiring a
Delivery Customer Experience Development Specialist

Summary

The job is for a Delivery Experience Planner within Trendyol's Operations Team. The role involves developing a delivery experience plan, analyzing customer experience KPIs, identifying pain points, researching trends, interpreting feedback, and collaborating with internal teams. The company is a dynamic e-commerce platform that has expanded internationally and aims to become the world's leading e-commerce platform.

Requirements

• Bachelor’s degree from reputable universities (engineering, business administration, economy, etc.)
• Minimum 2 years of experience in service sectors e.g. e-commerce, logistics

Responsibilities

• Develop a delivery experience plan and aid 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

Preferred Qualifications

• Masters degree is a plus
• E-commerce experience is a plus
• Project management experience is a plus

Benefits

• Take responsibility from day one and develop skills with a talented and diverse international team
• Experience open communication, flexibility, and a start-up spirit in our unique culture
• Tackle big challenges in e-commerce with Agile practices and encourage growth by learning from mistakes
• Join creative and focused teams that prioritize collaboration and problem-solving
• Access our extensive training platform for continuous learning and personal growth
• Benefit from the support of a global team of experts with mentoring and professional development opportunities
• Connect with teammates regardless of physical distance through events, meetings, and social activities
• Enjoy competitive benefits such as Trendyol shopping budget, central and international office locations, and top-of-the-line technical equipment