Senior Omnichannel & After-Sales Operations Lead

MediaMarkt Turkey; Fatih; On-site; TRY 60,000 - 90,000; Full time

Job summary

MediaMarkt Turkey is seeking an experienced customer service professional to oversee omnichannel after-sales operations and drive process improvements. You will coordinate cross-functional teams, manage complex cases, and derive actionable insights from data to boost customer satisfaction.

You will monitor Oracle reports, lead quarterly training for Call Centers, and ensure alignment with Turkish consumer rules (THH) and other authorities.

Qualifications

• Minimum 4 years of experience in Customer Service, Back Office, or After Sales operations (Preferably in Retail or E-Commerce sector)
• Strong problem-solving and stakeholder management skills
• Ability to manage complex customer cases and coordinate cross-functional processes
• Analytical mindset with strong follow-up and reporting skills
• Open to change and innovation, with strong communication skills

Responsibilities

• Oversee and improve all omnichannel after-sales processes
• Monitor and control Oracle reports, supporting stakeholders by answering their questions and queries
• Organize equivalent product processes and prevent customer dissatisfaction
• Organize the customer satisfaction voucher process to increase customer satisfaction
• Inform the team if customers have any issues or complaints regarding other Omnichannel departments
• Track and review Marketplace feedback and questions, compare them with Oracle and Customer Service reports
• Organize quarterly training visits to Call Centers
• Closely monitor situations that create dissatisfaction (detractors) and inform the team about the problems encountered
• Closely follow Consumer Arbitration Committee (THH) decisions and prevent negative feedback about our company
• Monitor EBA and IBM cancellations and inform team members about incorrect entries
• Manage and respond to requests from the Prosecutor’s Office and the Ministry
• Participate in expert review processes on behalf of MediaMarkt Turkey Online
• Inform and organize the team and stakeholders based on requests received from customers
• Take proactive actions in the order supply process

Skills

Omnichannel operations

Customer service

Stakeholder management

Analytical mindset

Communication skills

Job description

MediaMarkt Turkey is seeking an experienced customer service professional to oversee omnichannel after-sales operations and drive process improvements. You will coordinate cross-functional teams, manage complex cases, and derive actionable insights from data to boost customer satisfaction.

You will monitor Oracle reports, lead quarterly training for Call Centers, and ensure alignment with Turkish consumer rules (THH) and other authorities.