Customer Experience Manager

Hepsiburada (NASDAQ: HEPS); Fatih; On-site; TRY 500,000 - 800,000; Full time

Job summary

Hepsiburada seeks a senior analytics professional to design, deploy, and optimize the Net Promoter Score program across our customer experience ecosystem. You will oversee end-to-end survey operations, ensure data integrity, and partner with IT, Product, and Commercial teams to translate feedback into actionable insights.

With 7+ years of experience and strong Excel/MS Office skills, you will track NPS trends, report to product leads, coach CX agents, and help drive improvements across Türkiye's

Qualifications

• Bachelor's degree in Engineering, Business Administration, or equivalent.
• Minimum 7+ years in a role involving reporting and data manipulation.
• Experience collaborating with IT, Product, and Commercial/Sales teams.
• Strong MS Office (Excel) proficiency.
• Strong numerical and analytical skills with attention to detail.
• Excellent verbal, written and presentation skills in English.
• Strong interpersonal and coordination skills.
• Creative thinking and problem-solving abilities.
• Highly self-motivated, flexible and energetic.

Responsibilities

• Design, deploy, and optimize Net Promoter Score (NPS). Oversee survey ecosystem operations and integrity.
• Track, measure, and analyze NPS trends; report to product teams.
• Translate feedback into executive summaries and actionable insights for stakeholders.
• Audit survey workflows, response rates, and feedback channels; monitor CX metrics against benchmarks.
• Deliver targeted feedback and coaching to agents conducting NPS surveys.

Skills

Bachelor's degree

7+ years experience

MS Office Excel

English communication

Analytical skills

Interpersonal skills

Creative thinking

Self-motivated

Education

Bachelor's degree in Engineering or Business Admin

Tools

Excel

Job description

At Hepsiburada, we are driven by our mission to improve people's lives by developing innovative products and services. Prioritizing customer satisfaction, we offer over 280 million products across more than 30 categories. Through our marketplace model, we bring together over 100,000 businesses. With Türkiye’s and the region's largest Smart Operations Center, industry-leading R&D initiatives, and innovative solutions, we contribute significantly to the growth of the e-commerce ecosystem. For the past two years, we have proudly held the title of Türkiye's most recommended e-commerce platform.

Through our innovative services like HepsiJET, Hepsipay, HepsiLojistik, HepsiAd, and Hepsiburada Global, we create value for all our stakeholders. Committed to harnessing technology for social benefit, our “Technology Empowerment for Women Entrepreneurs” program has connected thousands of women entrepreneurs with e-commerce, supporting their growth. Our goal is to leverage digitalization and e-commerce to enable greater economic participation.

With 25 years of experience driven by innovation and entrepreneurship, we proudly continue our journey as “Türkiye’s Hepsiburada” and the first and only Turkish company representing Türkiye and listed on NASDAQ, the world's leading technology exchange.

For our colleagues, we offer a work environment that supports creating together and adding more meaning to our work. As a team full of opportunities, we are happy to develop, produce and succeed together.

If you want to be part of a team that creates value for everyone and improves people’s livesthrough innovative products and services—and contribute to exciting success stories, the future starts here.

Our Requirements:

• Bachelor's degree in Engineering, Business Administration, or equivalent departments of universities,
• Min. 7+ years of experience in a role including reporting and data manipulation skills,
• Experience in working with IT, Product, Commercial/Sales teams,
• Excellent knowledge of MS Office (especially Excel),
• Numerical and analytical skills with great attention to detail,
• Excellent verbal, written and presentation skills in English,
• Strong interpersonal, team communication and coordination skills,
• Exceptional creative thinking and problem solving skills,
• Highly self-motivated, flexible and energetic.

Your Responsibilities:

• Design, deploy, and continuously optimize Net Promoter Score (NPS). Oversee the end-to- end operation, technical execution, and integrity of the survey ecosystem,
• Continuously track, measure, and analyze NPS trends over time to identify macro and micro shifts in customer sentiment and report to the product teams,
• Translate complex customer feedback into executive summaries and actionable insights for stakeholders,
• Regularly audit survey workflows, response rates, and feedback channels to ensure data accuracy and operational efficiency. Monitor CX metrics (NPS, CSAT) against company benchmarks,
• Deliver targeted feedback and coaching to agents conducting NPS surveys to resolve identified performance gaps.