Ebru Demir Email & Phone Number

Istanbul, Turkey

Turkey

Responsible for Operation Management including Process & Quality Improvement, Productivity, Project Management, Business Development, Vendor Management, Customer Experience, Client Management(Inbound, Outbound, Telesales, Retention, Collection and Back Office activities for Telecommunication, Finance, Leisure and Travel, Insurance, e-commerce, Energy, Home Appliances, Healthcare, Media, Food&Beverage industries)Responsible for new customer acquisition and budget management for the operation.Realizing customer satisfaction beyond expectations, ensuring the realization of new ideas for the growth of the existing relationship and business, thus drive revenue and profit growth with a sustainable long-term competitive advantage. Managing over 2500 team member’s division team and organization

Turkey

Responsible for Private Sector and Turkish Telecom including technical and terminal OEM and ODM products sales, marketing and customer support on the Turkish market including Distributor ManagementManagement of contracts, budgets, timelines, resources, production, delivery and staffing both in China and Turkey. Publishing first ZTE own branded OEM products in Turkey Market design and executing 360 degree marketing campaigns including handset and accessories aiming to gain market share Responsible for ZTE Own brand marketing pricing strategies executing 360 degree of marketing campaigns and directing the retail and distribution channel agreements

Tirana, Albania

Responsible for Customer Care overall activities (Inbound, Outbound, Back Office), Risk and Revenue Management activities of Albania’s third strat-up GSM operator and market leader fix operator. Responsible for Business Development, Process Analysis and Management of CRM s in all Communication Channels and define Customer Journey with touchpoints and opportunities for continuous improvementEstablishing system & KPI’s to measure impact of Customer Success initiatives for the customerLeading and identifying projects management of Commercial Group. (MNP, FMS, CRM, RMCA, SAP)

Turkey

Responsible for adapting the business model of Lush, to be culturally relevant without losing its identity and contribute to the overall global success of the companyManaging every aspect of the Lush expansion into Turkey, including building the brand, developing operational growth plans, ensuring regulatory compliance and applying local best practices in growing the businessEstablishing and overseeing for the hiring and retail training, store operations, merchandising Responsible for Revenue pools/ Targeting of occasions, shopper types, SKU optimization, innovation, value to market playbooks, price terms and conditions and promo mechanics and –spends, business plans to drive RGM/RTM linked capability within Turkey MarketMonitoring and reporting regularly on budget tracking for sales/revenue, cash, quality and profit targets; as well as monitoring performance at all levels, particularly sales & marketing efficiency on incremental customer acquisition costsAssessing progress, sales and marketing successes and compile reports to submit to headquarters

Turkey

Managing Call Centre (Inbound, Outbound, Telesales, and Retention), Back Office (After Sales Transaction, Complaints Management), Monitoring and Planning, Training and Quality operationsManaging 300-400 team members and organization (9 direct report) in different 2 locations. CRM, IMEI Registration, Web based customer self service, IVR , Work Force Management projects member for the Customer Care

Master Of Business Administration - Mba

Education record