Experience

Back Up Bireysel Ürünler Satış ve Pazarlama A.Ş.

• Türkiye
• Advertising Services
• 1 - 100 Employee

• General Manager and Vice Chairman of Management Board

  • Feb 2018 - Present

  Back-Up, operating in 19 countries is a leading provider of white labelled customer engagement and loyalty solutions for its B2B clients. Cyber security and digital engagement solutions creating personalized customer experiences that help establish and nurture unique relationships between the firms and customers are the main propositions.In Turkey, Back-Up also offers B2C life style concierge and loyalty solutions for affluent customers. Back-Up founded by Boyner Group in 2003 acquired by Tenerity in 2013. Back-Up has 115 employees in Turkey market. Show less

• Senior Director (Assistant General Manager) Responsible from Product, Marketing, Retail Sales

  • Jul 2016 - Jan 2018

  -Matrix report to Turkey General Manager and Head of International Marketing.-Responsible from experienced Managers team of B2B-B2C Product, Vendor Management, Marketing and Retail Sales. -Leading team of 70 people.-Member of Country Management Team.-Leading development of B2B engagement solutions to provide strategic support throughout selling process and key account development & management strategies.-Leading B2C product, marketing and digitilization strategies.-Re-engineer B2C sales and change sales culture from one fit for all to best fit for customer approach.-Develop and execute customer insight reseaches to have increased customer engagement.-Manage 120 best in class vendors ensuring quality and cost optimization. Show less



DenizBank

• Türkiye
• Banking
• 700 & Above Employee

• CRM Department Head

  • Aug 2013 - Apr 2015

  -Responsible from converting Customer Relationship Management (CRM) strategies to customer experience. -Partnered with business lines and established customized bank wide (Mass & Affluent Consumer Banking, Private Banking, SME, Agricultural Banking, Digital Banking, Alternative Delivery Channels) on-boarding and long term customer road map strategies for activation, deepening and cross sell. -Responsible from customer communication from all Digital and Alternative Delivery Channels. Re-aligned and managed sales and commutation channel strategies with omni channel approach. -Responsible from defining and coordinating analytical needs of the businesses. -Managing bank wide SMS budget of TL10 Million. -Managing new projects to enhance CRM technical tool to meet and go beyond customer needs business targets. -Responsible from reducing customer complaints and increasing first contact resolution for campaigns. 40% decrease have been achieved from campaign complaints. -Responsible from Bank’s relation with GSM operators. -Introduced new digital channels to the bank. -Re-aligned contact point sales strategies by integrating sales processes with propensity and profitability models. -Coordinated daily campaign and communication operations. -Partnered with business lines, reformulated tactical and log term campaign strategies to achieve best business results with optimum contact frequency and most relevant pinpoint content. Show less



Citi

• United States
• Financial Services
• 700 & Above Employee

• Vice President Citibank Turkey, Credit Cards Product Management Head

  • Jun 2009 - Jul 2013

  -Established business strategy for credit card product. Managed all card products including Citi Axess, Citi Wings, Core Citi credit cards and leading card product team. -Managed credit card product P&L and responsible for card budget of rewards, acquisition and marketing.-Led all aspects of co-branded card project ‘Citi Axess’ with Akbank. -Enhanced card’s value proposition on card and conducted product development on an on-going basis. Latest focus on first in market innovative features in digital space mainly on e-trade social media and social commerce. -Enhanced the reward loyalty scheme of the card product. -Acted as single point of contact for card PR and client related crisis management for cards.-Led credit card marketing and communications strategy.-Led and coordinated credit card product pricing and payment network strategy.-Worked as the main point of contact with Akbank, PTT, Visa, MasterCard and local Card Interchange Centre (BKM) for credit card product. -Responsible for improved customer experience including war on problems, first contact resolution, empowerment management.-Chosen as a member of “LEAD” program which is designed as a leadership program for top performer managers in Citibank Turkey Consumer Business.-Selected and trained as a Citi Mentor in the program led by Turkey HR team, mentoring 3 mentees for their carrier development.-Took active role in the process for transfer of Citibank A.Ş. Consumer Banking to DenizBank A.Ş. Show less

• Resident Vice President, Credit Card Product Manager

  • Jan 2006 - Jun 2009

  -Developed and implemented end to end migration strategy for credit card chip & PIN.-Realigned credit card value proposition through new products, campaigns and services.-Restructured card payment network strategy to achieve the most feasible mix and introduced Akbank as a new payment channel partnership.

• Manager, Assistant Product Head

  • Mar 2002 - Jun 2006

  -Initiated, launched, managed affinity card “Olympic Card” and led relations with Turkish International Olympic Committee.-Conducted sales, new acquisition and activation campaigns.-Coordinated credit card marketing and communications strategy.



Garanti BBVA Securities

• Türkiye
• Investment Banking
• 200 - 300 Employee

• Senior Specialist

  • 2000 - 2002

  -Worked as the leading member of the CRM team, consulted by Peppers and Rogers Consulting Group. -Initiated strategies to transform the company to a customer centric organization. -Worked as Internet Channel Marketing Manager and defined CRM strategies for the internet channel. -Successfully conducted integrated communication strategies for above and below the line medium. -Worked as the leading member of the CRM team, consulted by Peppers and Rogers Consulting Group. -Initiated strategies to transform the company to a customer centric organization. -Worked as Internet Channel Marketing Manager and defined CRM strategies for the internet channel. -Successfully conducted integrated communication strategies for above and below the line medium.



Doğuş Grubu

• Türkiye
• Investment Management
• 400 - 500 Employee

• Project Manager

  • 1999 - 2000

  -Co-led project management in CRM for Finance sector of Holding Companies consulted by Peppers and Roger Consulting Group. -Consulted Doğuş Group Companies on their marketing strategies. -Trained Doğuş Group’s Financial Companies on the CRM approach. -Took integral part in the team to transform Holding Companies into customer centric organizations. -Co-led project management in CRM for Finance sector of Holding Companies consulted by Peppers and Roger Consulting Group. -Consulted Doğuş Group Companies on their marketing strategies. -Trained Doğuş Group’s Financial Companies on the CRM approach. -Took integral part in the team to transform Holding Companies into customer centric organizations.



Yapı Kredi

• Türkiye
• Banking
• 700 & Above Employee

• Consumer Marketing, Product Manager

  • 1996 - 1999

  -Worked as the leading member of the product team to launch first multi branded instalment card in the Turkish Market (initially named as Taksitcard - re-launched as World Card in 2002). -Led the launch strategy of first co-brand card in the market (Turkcell Card). -Worked as change agent taking part in the segmentation project team led by Anderson Consulting. Took active part in re-designing of the processes, products and services for university students segment. -Worked as the leading member of the product team to launch first multi branded instalment card in the Turkish Market (initially named as Taksitcard - re-launched as World Card in 2002). -Led the launch strategy of first co-brand card in the market (Turkcell Card). -Worked as change agent taking part in the segmentation project team led by Anderson Consulting. Took active part in re-designing of the processes, products and services for university students segment.