Omca Kutay Email & Phone Number

Crm Department

•Customer Experience Strategy (Trends, Analysis, Journey)•All customer interactions across all touch points in order to impact the essential components of a thriving and growing business.•Establish effective governance models to positively influence the culture within our company to be more customer-centric. This includes establishing a portfolio of actions that consolidate all CE opportunities to improve customer excellence. •Create and integrate one single and dynamic customer experience journey map across all business units that highlights touch points that need to be examined and refined with appropriate improvement actions •Translation of "corporate process"​ into "customer experience."​ •Research and documentation of the journey that our customers and dealer network take when researching, purchasing and owning their vehicles.•Provision of contact options in all channels and on all devices•Ensure that the Customer Experience Program runs effectively and contains valid, actionable feedback that can be used to drive customer experience improvements. •Developing a companywide VoC program that delivers actionable insights to enhance the overall customer experience. Leveraging "Voice of Customer" information across business areas.•Design and ensure the execution of customer feedback collection and reporting processes•Design and monitor all phases and touchpoints of customer lifecycle across all channels with guidelines and employee scripts.•Filter all BTL communications from customer perspective and suggest improvements•Set customer contact rules & guidelines for all customer communications and monitor their execution•Standardized processes to maintain and develop customer relationships •Definition of KPI standards to measure and compare operational performance•Build a new acquisition & loyalty dialogue that incorporates channel variety, generates brand fascination and integrates all touchpoints

Crm Department

• Operate lead management processes for all lead generation activities across customer lifecycle. •Execute loyalty propositions within and beyond company offerings with partnerships and operate a loyalty program around the validated propositions. •Analyze the loyalty program usage based on the report and develop suggestions for improvement based on the analyzed data, customer service monitoring •Dealer Communication for RetailCRM and monitor the execution of dealer actions •Develop and/or gather campaign ideas by analyzing collected data of potential & existing customers. •Execute BTL communications to target the generated leads for different campaigns •Execute data collection campains •Generate potential leads for each campaign idea from the collected data of potential & existing customers •Report the performance of BTL communications targeted to potential & existing customers, campaign comms. at marketing/ support/service interactions, SEM & SEO activities •Developing and piloting new acquisition methods. •Create partnership and test new instrument/channels/partners in order to exploit new database that can generate hot leads •Diversification of the communication between the different target group using different communication channel •To communicate the right message, to the right customer, at the right time, through the right channel.•Managing quarterly published online and offline Mercedes Magazine mechanism (organization, communication with Germany and local agencies, content management, scheduling inserts, managing control and approval processes). •Acquisition and loyalty programs for Fleet Customers. •Monthly key account and fleet segmentation reports. •Dealing with customer complaints about CRM activities. •Managing dealers' communication frequency with customers. •CRM Budget Management. •Follow up global and local competitive CRM actions and reporting to the Business Unit. •CRM agency management and supervision.

Crm Department

•Management and coordination of Mercedes-Benz Call Center and Escallation Process. •Coordination of Mercedes Benz Call Center for campaigns of all segments (PC, LCV, BUS, TRUCK, AFTERSALES) and CRM campaigns. •Managing budget of CRM Department (communication with Germany, planning, setting, and controlling the budget) •Supporting processes within the CRM Loyalty Program •Assisting data analysis and campaign preparation processes within the CRM Acquisition Program •Managing quarterly published Mercedes Magazine mechanism (organization, communication with Germany and local agencies, selection of subjects and visuals, scheduling inserts, managing control and approval processes) •Organization of Dealer Training Program (communication with purchasing department for meeting room and hotel reservation, arranging dealer participant list and their reservation procedure in the hotel, organizing motivation dinner and scheduling transportation for the organization) •Revision and related approval process of brochures in the Welcome Pack, which sent to customers within the Customer Loyalty Program •Process of supply for promotion products and gifts which used in the campaigns •Making related analysis and preparing monthly Sales & Marketing Presentation (planning and closing presentations)

Crm Department

•Working in MBT as PEP (Praktikant Entwicklung Programme - Internship Development Program) for part time • Supporting processes within the CRM Loyalty Program • Assisting data analysis and campaign preparation processes within the CRM Acquisition Program • Contributing Mercedes-Benz Call Center general improvement operations • Managing quarterly published Mercedes Magazine mechanism (organization, communication with Germany and local agencies, selection of subjects and visuals, scheduling inserts, managing control and approval processes) • Organization of Dealer Training Program for 2 days (communication with purchasing department for meeting room and hotel reservation, arranging dealer participant list and their reservation procedure in the hotel, organizing motivation dinner and scheduling transportation for the organization) • Revision and related approval process of brochures in the Welcome Pack, which sent to customers within the Customer Loyalty Program • Process of supply for promotion products and gifts which used in the campaigns • Managing budget of CRM Department (communication with Germany, planning, setting, and controlling the budget) • Making related analysis and preparing monthly Sales & Marketing Presentation (planning and closing presentations)

•Worked on strategic planning methods with real data taken from TUBITAK-MRC Institudes' strategic plans • With an professional statistic program, named SPSS, data mining methods are applied during the project • Focused on the data drill to get knowledge to reach precise forecasting of strategic targets taken place in MRC's strategic plan • At the end of the project, related target functions are developed for each of MRC Institudes, which enables Strategic Planning Unit to control institudes' strategic plans.

•Worked on manufacturing development planning • Followed up the stocks and orders • Planning of manufacturing and sales of the production • Foreseeing any interruption in the manufacturing or in the logistics and reorganizing the production plan • Keeping records for production, sales, and inventory by using ERP

Master Of Business Administration (M.B.A.)

Industrial Engineering

Education record