Profileimage by Merve Silahci Senior Global Customer Experience and Digital Manager | Journey Design | Insights from

Merve Silahci

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Last update: 26.08.2021

Senior Global Customer Experience and Digital Manager | Journey Design | Insights

Graduation: B.Sc. Industrial Engineering (ITICU); Diploma Business and Marketing (UC Berkeley)
Hourly-/Daily rates: show
May vary depending on project scope
Languages: German (Limited professional) | English (Native or Bilingual) | French (Full Professional) | Turkish (Native or Bilingual)

Keywords

Digital Transformation Change Management Transformation & Change Customer Centricity Design Thinking Project management Research and Analysis Strategy Customer Experience Communication Customer Loyalty Customer Insights Digital Strategy marketing strategy Market Research Market & Competitor Analysis Project Management Project Delivery customer engagement Product Management product design Data Analysis Sales Customer Relationship Management (CRM) Program Management Account Management qualitative research quantitative research Business Analysis strategic communications social media Marketing Management team management leadership dashboard Operations Management Consultant Teamwork Customer Satisfaction Customer Acquisition customer retention Microsoft Office Powerpoint Excel Jira & Confluence agile Relationship Management Stakeholder management Presentation Skills Training Customer Journey Mapping Coaching Process Optimization customer experience design Service Design customer experience transformation marketing communications Negotiation Global Project Management B2C B2B Time Management People Management public speaking Customer Service Strategic Planning

Attachments

Merve Silahci_Resume_Final_FL.pdf

Skills

I’m a high-energy global customer experience and digital transformation professional with industrial engineering background. I gained strategic and operational achievements in customer experience management, digitalization, customer & market insights, journey mapping, customer loyalty and customer-centric product design. I thrive in fast paced, multicultural environments and worked in corporations and within the startup ecosystem. I also started my own business in the USA.
I have extensive international experience after working in the USA, Canada, UK, Germany, Sweden, Romania, Hungary, Italy, Czech and Turkey.

Project history

03/2020 - 02/2021
Founder
Sustainability Startup – Essen, DE (< 10 employees)
Internet and Information Technology
Development of technology platform linked to EU sustainable development goals. Startup paused due to Corona

03/2019 - 02/2020
Chief of Staff, Digital Technology
E.ON Digital Technology GmbH – Essen, Germany (>10.000 employees)
Energy, water and environment
  • Reported directly to the CEO of Digital Technology (DT) and worked alongside the executive team; managed company-wide strategic goals and increased productivity and success of the CEO, executive team, and company
  • Led short-term critical projects and various digital and IT programs that span several parts of the organization to keep the objectives on track (business reviews, objectives & key results)
  • Advised cross-regional and cross-functional teams and key external partners on strategy and operations while leading customer experience and operational excellence initiatives
  • Joined the CEO, and represented in executive meetings and ensured preparation and execution of decisions and follow-up actions with the executive team
  • Developed and executed the engagement model for key stakeholders to the organization increasing efficiency and responsiveness into existing operations
  • Supported the CEO in internal communication to the wider organization and in external communication of the digital and IT transformation at E.ON

06/2016 - 02/2019
International Customer Experience Manager
E.ON SE – Essen, Germany (>10.000 employees)
Energy, water and environment
  • Developed and drove the global strategy of digital customer experience (CX) and NPS program, leading the digital transformation of marketing in UK and Germany through agile way of working (experience with JIRA, Confluence)
  • Drove customer strategies at all levels of the organization as a senior advisor to E.ON’s European Heads of Customer Experience with record in driving CX transformation, which resulted in sustained ROI and NPS improvements
  • Drove and led customer advocacy and CX transformation workstreams in group-wide digital programs across E.ON’s European countries
  • Drove E.ON-wide implementation of CX programs and embedded group-wide customer-centric culture
  • Activated the CX Community across the group by fostering internal and external best practice sharing and increase in communication. Delivered Design Thinking & Service Design trainings for E.ON’s colleagues.
  • Managed Global Strategic Customer Experience and NPS performance across E.ON’s European countries delivering group-wide reporting, performance deep-dives and optimization of key game-changer initiatives

05/2014 - 05/2016
Customer Experience Process Leader
Enerjisa A.Ş. – Istanbul, Turkey (>10.000 employees)
Energy, water and environment
  • Implemented and led CX framework and Net Promoter System (NPS) delivering governance structures, CX performance measurement and reporting programs, design and improvement of customer journeys, which resulted in increased strategic and journey NPS and was awarded “Global Best Customer Action Award” by E.ON SE
  • Facilitated monthly CEO-led Strategic Customer Service & Experience Committee meetings with the executive team; managed Enerjsa’s B2C and B2B strategic and operational CX performance, ensured execution of decisions
  • Initiated and led the Organization Behavioral Engagement program: customer-centric, data based front-line coaching improving sales and CX performance for telesales and door-to-door sales
  • Advised journey owners and cross-functional teams on CX strategy and performance while leading projects enhancing CX data and framework in several parts of the organization
  • Implemented Customer Immersion program: ran face to face sessions with Enerjisa’s executives and real customers
  • Led Customer Insights: designed and implemented customer research studies managing external research agencies
  • Led group-wide customer-centric culture transformation through internal marketing programs and projects managing cross-functional teams

08/2012 - 04/2014
Freelance Digital Experience and UX Consultant
iEngaged – San Francisco, USA (< 10 employees)
Marketing, PR and Design
  • Developed and implemented client’s digital marketing strategy, executed business objectives and led cross functional teams and key partners
  • Led SEM (Google AdWords, Bing Ads) and SEO activities. Implemented paid search campaigns and improved traffic from organic search results
  • Increased growth, brand recognition and customer loyalty by developing and implementing social media strategies, and marketing content based on customer-centric initiatives and data analytics

01/2011 - 08/2011
Marketing Specialist
Ortopro Orthopaedics A.Ş. – Istanbul, Turkey (50-250 employees)
Pharmaceuticals and medical technology
  • Analyzed large data sets and built structured reports on result-driven solutions for sales growth and channel strategy, supported product positioning activities and new product launch campaigns
  • Actively visited prospects and customers, improved field sales scripts and provided product trainings to front-line agents, represented Ortopro in country-wide fairs and workshops for product demonstrations
  • Managed external agencies regarding design and delivery of marketing materials

01/2010 - 12/2010
Supply Chain Specialist
Ortopro Orthopaedics A.Ş. – Istanbul, Turkey (50-250 employees)
Pharmaceuticals and medical technology
  • Initiated and led the Inventory Optimization Project that improved inventory performance by +20% delivering country-wide inventory analysis and execution of recycle strategy for defined idle stock
  • Initiated and led the Supply Chain Forecasting System delivering automated forecast models and reporting, which resulted in increased forecast accuracy by +18% for imported goods and production orders
  • Monitored inventory flow and managed deadlines for all final goods from local plant and international retailers to final customers. Prepared yearly/monthly forecasts of imports and production levels by conducting large scale data analysis

01/2009 - 12/2009
ERP Supply Chain Consultant
Oracle Ltd. – Istanbul, Turkey (>10.000 employees)
Internet and Information Technology
  • Evaluated client’s business requirements, needs and objectives and execute the ERP implementation of client’s processes and modules, prepared functional design, reviewed functional setups and configuration
  • Performed root cause analysis for frequently occurring issues and provided permanent fix, working with technical consultants where necessary
  • Provided user training and presentations to new users and trainings to existing users on new functionalities

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