Bahadir Kilic Email & Phone Number

• Leading Customer Experience, Programs and Customer Services teams.• Owning Buyer NPS; setting customer KPIs, goals, identifying projects and priorities based on voice of customer.• Conducting customer insight studies leveraging big data and machine learning methods.• Managing customer services teams in line with customer experience strategy.

Istanbul, Turkey

• Building GittiGidiyor’s Seller initiative from scratch. • Leading Seller Development, Seller Experience, Seller Engagement teams. • Collaborating with cross-functional ebay teams. • Managing 100K+ active sellers in all segments of C2C, SMB, Enterprise.• Guiding sellers with a mentorship program to grow their business and create shopping experiences their customers love.• Designing advanced seller analytic tools for real-time KPI tracking and performance improvement for better customer experience.• Running Seller NPS and Seller Communications programs for better alignment and engagement.• Modeling the pricing of product listing and subscription structures as one of the main revenue drivers of GittiGidiyor.• Designing and running SMB initiative Geleceğim E-Ticaret in all regions of Turkey aiming to acquire, onboard, educate and develop SMBs, increase the selection as well as SMBs shares of GMV. (partnership with Vodafone and sponsored by Yapi Kredi Bank)• Collaborating with e-commerce ecosystem players to build strategy in order to ease SMBs’ entry to e-commerce.• Having TOBB (The Union of Chambers and Commodity Exchanges of Turkey) E-Commerce Council representative role, joining meetings and workshops at government level.

Istanbul, Turkey

• Leading Customer Services, Payment & Fraud Management, Risk Management and Customer Insight teams.• Collaborating with cross-functional ebay teams.• Managing both inhouse and outsource customer services teams.• Designing and building fraud detection & prevention technologies which was a first in the market.• Managing the relationship with all banks' payment and fraud units and law enforcement.• Advanced chargeback management to mitigate any potential risks and losses.• Creating site rules & policies in collaboration with Legal BU.• Managing Verified Right Owners Program to ensure brands' IP rights are under protection.• Building customer insight and NPS program from scratch.• Identifying BU’s reporting needs and requirements, building structure accordingly. • Having the speaker role in eTicaretSEM & Teknoloji Buluşmaları organizations all around Turkey.• Having the trainer role in eTicaretSEM e-commerce certificate program.

Istanbul, Turkey

• Joined the company as the 1st employee.• Having responsibilities in many different areas as is the common practice in a startup business.• Building and managing customer services, risk management, fraud systems.• Managing and developing eScrow system which is the core structure of marketplace platform.• ebay acquisition; active participant during due diligence.• ebay integration; leading 5 main workstreams (CS, Risk, Fraud, Insight, Reporting) during ebay integration project.

Istanbul, Turkey

Responsible for the integration of ERP software to clients.