Founder

• Apr 2016 - Present

Manage Your Age® by Selda Gamzeli Manage Your Age® by Selda Gamzeli

Group Director of Customer Experience

• Jun 2015 - Nov 2015

Promoted by Group CEO to provide leadership and management of the Customer Experience. function in all markets (Poland, Turkey, Malaysia, Romania, Indonesia, Czech Republic) through the strategic alignment, planning, and execution of Customer Experience initiatives; also to manage the overall experience for the members and maintain world class member satisfaction. New Responsibilities: ♦ Create member experience program for all markets and implement the program into operation to reduce attrition, increase retention and support revenue growth. ♦ Develop Operations and Training Tools including: Operations Manual, Training Tools/Documents and Overall Strategy and Audit Methodology/Process/FollowUp/Analysis by end of Q4 2015. ♦ Oversee and provide strategic and technical direction for customer analytics including defining KPIs and methodology, designing test-and-learn experiments, growing data sources and producing regular customer insights to answer key business questions. ♦ Define roadmap and oversee operations for the loyalty program (structure, benefits, and infrastructure). Drive new member enrollments and retention within the loyaltyprogram. ♦ Define roadmap for long-term Loyalty and Customer Analytics needs, including data capture, system requirements and integrations. Responsible for development of strong team retaining those with superior talent and hiring, developing and promoting new talent. ♦ Develop and implement the Group Training Strategy and Cascade Methodology, including the Certified Training Club structure, evaluation process, certification process and quality controls (validation) that will be implemented at each level of the business to ensure the training standards and targets are achieved to set a benchmark for the 2015 calendar year by the end of December in 2015. Implement the Vision and Values Culture in the Day to Day Business and Ensure it is Imbedded and Understood. This will be measured through Internal Employee Engagement Survey. Show less

Director of Customer Experience

• Aug 2013 - Nov 2015

Recruited by the Global CEO to provide leadership and management of the Customer Experience function through the strategic alignment, planning, and execution of CX initiatives. ♦ Develop and manage the CX strategy and create the best member experience in all touch points. ♦ Ensure that service standards are appropriate and executed for all club operations to improve CX, increase member loyalty and retention rates and provide revenue growth and profitability. ♦ Work as a partner with account management and sales team to understand member expectations and incorporate into daily operations. ♦ Create 10 essentials of service standards under the Quality strategy and develop procedures focus on service excellence, timeliness, quality interactions and fostering a culture of high brand standards. ♦ Lead member satisfaction surveys and NPS (Net Promoter Score) system for all markets designed to analyze customer feedbacks, interactions and service processes. ♦ Provide board-level reporting and made presentations to board members on member feedbacks that are collected from all member communication channels. ♦ Develop and deliver training solutions that align service strategies with service behaviors. ♦ Manage the CSC Department and support the CSM in leading the day to day operations of the department. ♦ Develop goals,action plans,and time tables for the department and support them in member retention. ♦ Work closely with club managers and regional business managers to ensure daily operational procedures are followed effectively and all employees are delivering a quality experience in an effective manner. ♦ Work with the Operations management team to develop processes to ensure all customers have accurate and timely information on daily fitness operation. https://image-store.slidesharecdn.com/13ddd7ee-d8ed-45d6-95b2-0fe4edccf5b7-original.png, http://www.sosyette.com/detay/7673/jatomi-fitness-turkiye-musteri-deneyimleri-direktoru-selda-gamzeli-quality-business-a-konuk-oldu Show less

General Manager

• May 2011 - Aug 2013

Hired by the investors to restart the project, revise the designs of building, regenerate the brand standards and corporate profile, develop sales strategies, marketing plans and manage the whole recruitment, development and construction process. ♦ Lead the starting and development process of the project which was 10K m2 from the process of construction and changed all the concept, design, strategy, personality of the project. ♦ Created organization from start-up position to fully functioning non-profit fund in less than six months by formulating and directing all aspects of fundraising, marketing and public relations, programming, operations, IT, staffing, and budget management. ♦ Designed and executed strategic marketing and promotional plan that achieved exceptional market penetration and resulted in exceeding projected attendance goals by 30 percent. ♦ Provided a range of development plan including conducting feasibility studies, creating financial plans and models, producing business plans. ♦ Regenerate the brand profile starting from the name of the club, it was changed to Let's Club from Premium Wellness Club. Developed the brand identity including vision, mission, essence, personality, position and values as they need to be updated according to the new concept, name, profile, segment. ♦ Renovated interior designs and layout by changing the architect first (New architect was Neşet Güne.) The gym was extended to 2.4K m2 from 1.7K m2 by changing the construction. The lockers rooms capacity was increased to 240 lockers per room from 70 lockers. ♦ Implemented corporate vision and mission into business strategies that exceed financial and organizational targets and contribute to customer loyalty, better profitability, cost controls, process optimization, customer satisfaction, and service delivery. ♦ Conducted extensive research, created detailed business models, and delivered strategic recommendations that resulted in significant savings to the company. Show less

Club Manager

• Mar 2010 - May 2011

A dedicated Club Manager recruited by CEO of the company and a fitness-addict who enjoys working with clients on a daily basis, assessing fitness needs and ably dealing with employee matters. Adept at effective employee communications and efficient multitasking.Focused on ensuring a pleasant gym experience for members. ♦ Provided expert oversight in all aspects of club operations, including; strategy planning, hiring, training and supervision of staff, to ensure competent workforce in all levels while delivering quality customer service. ♦ Developed yearly budgets and regularly met with departments heads to ensure budgets remain on target; reported directly to the senior management weekly, monthly and quarterly. ♦ Developed and implemented department operating procedures, with quality measures and controls. ♦ Worked with Membership team to develop and implement new member integration process, including orientation. ♦ Actively engaged in capturing new opportunities and negotiating deals to increase membership. ♦ Managed teams to facilitate achievement of target goals; efficiently handled staff recruitment, training, scheduling, and delegation of workload. ♦ Worked with Fitness Site Directors to recruit, hire, train and evaluate all fitness and personal training staff. ♦ Developed monthly plan for achieving revenue goals with accountability. ♦ Consistently maintain expense control measures for the department, with careful attention to scheduling, payroll, and personal training commissions. ♦ Provided leadership, support and motivation for the whole staff. ♦ Managed tracking of new member integration and be accountable to the service and use of the club by members. ♦ Directed the planning, execution and promotion of various special events that guarantee delivery of superior customer experience. Show less

Director of Customer Experience

• Feb 2007 - Mar 2010

♦ Directed and managed the process of the development, implementation and execution of Operational Excellence across all fitness clubs.The main philosophy was to create a workplace where problem-solving, teamwork, and leadership resulted in the ongoing improvement of the organization. The process involved focusing on the customers’ needs, keeping the employees positive and empowered, and continually improving the current activities in clubs.♦ Ensured operational excellence in maintaining the survey instruments, ensuring triggers are working, keeping reporting tools up to date, maintaining documentation on survey operations. ♦ Ensured that service standards were appropriate and executed for all club operations to improve member experience, increase member loyalty and retention rates and provide revenue growth and profitability. ♦ Lead the “Voice of Customer” projects and created various ways members interact with brand (i.e.Member Surveys, Social Media, Contact Centers). Developed complaint management system for gathering, analyzing and responding to Customer feedbacks. ♦ Created and maintained VOC roadmaps for business units, deploying new or enhanced listening (surveys, interviews, customer councils, contact center, social media, portal feedback), conducting analysis.♦ Identified and implemented operational opportunities and standard procedures. Involved in the development of the organization' CX improvements.♦ Implemented customer satisfaction metrics and drove survey results into the organization for continuous improvement.♦ Increased customer retention from 27% to 45% in 1 year.♦ Provided consultative support and training for the process improvement events that drive revenue and CX, Coordinated trainings to employees on communication skills and CX.♦ Imposed the mission of '' The Lawyer of the Customer ''on the team members and determined the principles of attitude to be adopted and ensured that they were followed. Show less

Club Manager

• Jan 2007 - Mar 2010

Promoted by CEO from GM position of MyClub Town to the GM position of the biggest fitness club (17K m2) of Turkey in construction period to lead and manage the process of before and after opening, regenerate brand profile and improve the reputation of the company,as the new club would bring a different customer segment.♦ Managed all the aspects of the company and upheld its values, developed strategies and policies.Coordinated daily operational business aspects focusing on membership, member relations/retention, member experience, and gym operation.♦ Developed “re-branding” initiative to convey effective message to target market; built cohesive strategy among all fitness clubs; developed branding strategies and marketing/public-relations campaigns.Maintained high levels of customer care, often with a particular focus on avoiding loss of existing members.♦ Lead daily sales operation with sales manager and the team and achieved 2K membership in the first month of the club. Increased the number of membership to 5K in three months. Generated 1.7M revenue in the first month and 1.2M in the second and 700K average monthly revenue in the first year. Evaluated financial statements, sales reports, and other performance data to measure goal achievement as well as to determine areas needing cost reduction and process improvement.♦ Oversaw the day to day operations of the corporation, and implemented such policies,created the budgeting and oversaw all the financial operations, including, hiring, training and supervising staff. Created and monitored organization structure, operating systems,Lead process of recruiting, training and supervising staff, including managing staff rotas.♦ Developed new revenue generating business opportunities, implemented the business performance and plan. Developed core values and new mission statement reflecting direction of management and staff. Managed advertising and promoting of the club to increase usage, Show less

Sales & Marketing Manager

• Nov 2004 - Jan 2007