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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.
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
Expected Qualifications
- 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.
What We Offer
- 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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