Dilay Aydoğdu

Strategic partner for e-commerce brands, driving growth through optimized digital campaigns and operational excellence.

• Strategic Account Growth: Manage a portfolio of 50+ strategic clients, acting as the primary consultant for digital adoption and campaign execution. Successfully aligned client marketing objectives with platform capabilities to drive sustained value.
• AI-Driven Marketing Strategy: Integrated AI analytics and market research tools to refine content targeting and messaging. This data-led approach resulted in a 30% increase in engagement and accelerated brand growth across niche markets.
• Retention & Expansion: Established trusted relationships with C-level stakeholders, utilizing behavioral data to identify upsell opportunities and proactively mitigate churn risks before they impacted revenue.
• Workflow Optimization: Streamlined client onboarding and reporting processes using Airtable and internal analytics, ensuring accurate performance tracking and faster time-to-value for new accounts.
• Customized Approach: Assisted clients in achieving their goals by developing customized success plans and monitoring progress.
• Operational Leadership & Enablement: Led process improvement efforts to create standard procedures and escalation policies for the customer support team. Conducted regular performance reviews to recognize top performers and address areas requiring improvement, fostering a culture of high standards.
• Segmentation / Targeting: Advised clients on audience segmentation strategies, helping them target specific customer demographics to improve campaign conversion rates.

• VIP Portfolio Management: Managed a high-touch portfolio of 25+ VIP clients, serving as their primary strategist for growth and technical stability.
• Service Excellence & CSAT: Optimized support workflows using Jira Service Desk, reducing ticket resolution time by 20% and achieving a 95%+ Client Satisfaction (CSAT) score through rapid, precise troubleshooting.
• Feedback Loop & Collaboration: Acted as the voice of the customer, capturing feedback and collaborating across Product and Engineering teams to inform the roadmap and develop new software solutions that solved recurring user pain points.
• Segmentation & Campaign Strategy: Advised clients on audience segmentation strategies, helping them target specific customer demographics to improve campaign conversion rates.
• Technical Implementation: Executed software changes directly on client sites to optimize performance and ensure seamless campaign tracking.

• Omni-Channel Support: Managed high-volume support operations across email, live chat, and phone services, ensuring seamless communication and rapid resolution for an international customer base.
• Complex Issue Resolution: Diagnosed and resolved complex inquiries with empathy and precision, directly mirroring the problem-solving mindset required for SaaS platform troubleshooting.
• Quality Assurance Champion: Maintained a 98% Quality Assurance (QA) score, ensuring every interaction, whether via chat or call, built trust and enhanced brand loyalty.
• Process Feedback: Identified recurring customer pain points across support channels and escalated insights to leadership, contributing to improved response templates and support protocols.
• Time Management: Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.