I supported to organizing and following up the stores mystery shopper application.Carrying out the operational processes of mass campaigns, campaign details and editing mass action and campaign communication (SMS) action.Organizing and preparing qualitative and quantitative market research actions related to product categories.Analysing the research results and creating a strategic roadmap that will guide the customer experience.Measuring and reporting NPS, satisfaction score (Csat) and CES scores of Online and Offline channels.Preparation of product analysis and wallet share reports.Improving the ebebek.com digital experience and creating new approaches by searching for customer’s pain points on the purchasing behaviorI supported the development of ideas and suggestions to improve the customer experience at online and offline customer touch points.

I experienced the ebebek store operation processes by receiving training in the cash register, fast moving consumer goods(FMCG), toy, textile and after-sales service categories. In this during time where I was in one-on-one communication with customers, I obtained various insights then prepared projects and presentations. I had the opportunity to measure the effect of marketing communication on store merchandising and worked on competitor analysis.