Esin Arda Email & Phone Number

-Assign and diffuse CX strategy, customer experience measurements, insights and objectives within the organization to create CX-driven company culture-Design customer journeys end-to-end with journey maps, identify pain points and bring innovative improvement suggestions in line with product strategy and CX roadmap-Design and implement customer feedback mechanisms such as surveys and feedback loops-Analyze customer feedbacks and share the insights obtained with relevant individuals / teams in understandable, actionable formats and monitor CX related KPIs such as NPS, CSAT, CES.-Coordinate stakeholders to solve root cause problems and improve experience in touchpoints-Lead initiatives to drive customer retention and loyalty.-Stay updated on industry trends and best practices in customer experience management-Conduct qualitative and quantitative researches to understand customers’ needs

-Prepare and track of the regional strategy and roadmap for consumer experience project technologies focusing on retail development and digitalization-Coordinate the rollouts of country and subsidiary consumer experience technology projects such as enabling end-to-end technology solutions to existing tech hardware environment, Retail Analytics BI platform and dashboards, in-store digital solutions for consumers’ and sales representatives’ usage and more, to support both the sales desk and consumer satisfaction for different branded and crossbrand touchpoints, product assortments and landscape coverages.-Guide country and subsidiary units about the opt-in, consent and sales related technology enablements in offline store; technical ground behind and possible enhancements that could be made based on certain circumstances-Support developing tailor made concepts for BSH subsidiary touchpoints, in collaboration with D2C Offline Store Technology unit: D2C Offline Store, Showroom, Exhibition Center, Mono-brand Franchise and more.-Continuously develop oneself to have a holistic knowledge about existing IT products and capabilities, BSH infrastructure, consumer trends and capabilities of the company to help country and regional units comprehensively.

Customer Experience Journey - Designing and driving optimal consumer experience journey management and execution in retail stores based on data analytics and consumers' segments- Defining and prioritizing relevant activations to enhance consumer experience- Measuring, tracking and optimizing the effectiveness of all activations & retail KPIs accodingly- Aligning with Digital Transition, IT, Sales and Retail Excellence Teams to deploy and execute retail digitalization solutions (In-Store Digital & CRM solutions) in aligned with agreed roll-out timeline- Orchestrating and updating retail sales based campaigns (both mass & segment-based personalized campaigns), campaign creatives and content- Deploying value propositions in retail to help driving consumer registration, consent collection and lead management in stores- Driving recommendations to ensure retail campaigns are executed effectively, maximizing on key consumer segments and personalization tactics- Making sure that consumer experience at retail stores are complementing to experience at all other consumers' touchpoints

-Developing marketing strategies to build customer engagement including segment creation, campaign design and execution-Monitoring and reporting omnichannel loyalty performance metrics; identified user, scanning rate, active user rate and reachable user rate-Developing and reporting loyalty marketing communication plan-Managing co-branded campaigns, end-to-end overall process including partnership agreements, offer mechanism, communication and campaign execution-Partnering with cross-functional teams including IT, Marketing, and Brand

- Responsible for execution of Decathlon Turkey’s loyalty program - Adaptation of CRM enhancements of Decathlon Global with internal partners (IT, global CRM Team)- Managing CRM and in-store communication trainings to improve loyalty performance metrics.-Managing event marketing activities; organizing macro sports events and assisting local events of Decathlon stores.

- Creating strategies and action plans for different segment programs (Vodafone KaraKartal, Red Business and Vodafone Esnaf)- End to end loyalty campaign management including partnership management, contract management and communication plan.- Monitoring and analyzing the community program metrics including churn, up-sell vs. downgrade progress, dwell time.- Preparing and presenting to customer market reports including benchmarks, market research & trends- Customer complaint management

Management and execution of loyalty programs.- Vodafone KaraKartal- Vodafone Red Business- Vodafone Esnaf- Management & execution of loyalty programs and viewing program benefits properly in touchpoints- End to end loyalty campaign management including partnership management, preparing marketing material, SMS and mailing content, and contracts with companies.- Partnering with cross-functional teams including IT, Marketing, and Brand.- Management & coordination of 3 rd party relations

İstanbul, Türkiye

- Assigned and implemented the entire corporate communication activities in regards to the company’s marketing goals- Created printed & digital marketing and promotional materials- Managed the relationship with business partners (Public Relations Agency and Advertising Agency)- Prepared press releases and newsworthy content in order to create awareness among stakeholders and evoke favorable associations among current and potential customers as well as public- Created and organized the whole marketing events including activity sponsorships, fair organizations etc.- Supported information flow of internal and external resources- Prepared visual identity for printed materials- Managed the third party relations

Master'S Degree With Thesis, Production Management And Marketing (English), 3.95

Graduated with distinction

Bachelor'S Degree, International Relations And Affairs, 2.96

Education record

Classical Ballet