I love preparing and conducting activities for preschool children
Hazal BODUR
Revenue Growth & CRM Professional
Istanbul
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
14
14
years of professional experience
Work History
Revenue Growth Manager
Sephora
5 2023
- Define local RGM and pricing strategy of the company
- Analysis on the overall beauty market trends, including competitors to develop strategy on competitive pricing
- Ensure the brand/product prices are competitive, well positioned to secure margin rate
- Monitor the impact of FX change and keep profitability of exclusive and sephora collection via necessary price updates
- Drive RGM analysis to identify valorization opportunities, together with cross-functional teams
- Monitor Sephora’s positioning/market share within One Europe
- Development of recommendations and concrete action plans on pricing
- Close work on P&L for brand/product specific actions to analyze offer’s feasibility
- Observe the beauty market to propose new commercial campaigns, concepts and alternatives based on customer insights and market analysis
- Track market actions and commercial strategy of competitors and coming up with proposals best fitting to our own strategy
- Performing financial appraisal of major marketing propositions (business case) through quantitative analyses
- Define the best promotional strategy per channel per customer group to achieve the commercial and gross margin targets aligned with the business plan
- Development of recommendations and concrete action plans on discount
- Management of the ad-hoc performance of those actions taken / their ROI
- Coordinate the cross teams to ensure flawless execution
- Compile campaign results, provide data driven campaign optimization suggestions, identify best practices, and assist in institutionalization of key learnings.
CRM Manager
Sephora
03.2022 - 05.2023
- Develop and execute CRM strategies to enhance customer loyalty, retention, and engagement
- Collaborate with stakeholders to define target customer segments, create personalized marketing campaigns, and implement effective customer lifecycle management programs
- Plan and manage all CRM activities in accordance with the yearly animation plan
- Work closely with marketing, sales, technology, and other relevant teams to ensure alignment and integration of CRM initiatives with broader marketing strategies
- Collaborate on the development of customer segmentation, targeting strategies, and the implementation of new tools and technologies
- Manage Sephora's loyalty program, ensuring its effectiveness in driving customer retention and satisfaction
- Develop and implement strategies to attract new members, increase participation, and drive member engagement
- Increase cardholders’ turnover & purchase frequency through efficient CRM offers & campaigns during KCP’s
- Monitor and evaluate the performance of CRM initiatives and campaigns, tracking key performance indicators
- Manage generating regular reports after each campaign and make it shared with all related departments
- Lead “Always Gold First” strategy to pamper and surprise Gold clients with exclusive and unique rewards & benefits
- Make a yearly Gold animation calendar to make sure that Gold clients are treated with a premium & personalized service
- Select partner brands for provision of customer loyalty benefits and rewards
- Evaluate regularly the loyalty performance of each store in order to reach higher CRM KPI’s
- Define training model for stores and make sure stores are fully trained and updated with necessary updated information
- Assure that the loyalty program has right conditions & metrics, take necessary actions if needed like regular threshold increase due to inflation
- Set yearly and 3-year strat targets for customer database & purchase behaviors
- Set up strategies for customer recruitment campaigns, customer retention campaigns, and co branding campaigns
- Observe number of active customers and take necessary actions to have efficient customer database
- Make sure to improve the quality of the database by collecting the missing contact information of the customers
- Create actions to recruit new customers
- Monitor card distribution & recruitment rates of stores on a daily, weekly and monthly basis and motivate teams in order to reach higher card recruitment rates
- Develop and execute email and direct marketing campaigns targeted at various customer segments
- Create compelling and personalized content, oversee campaign deployment, and track and analyze campaign performance metrics
- Continuously optimize campaigns based on data insights and industry best practices
- Develop brand CRM activities (mini-mags, digital catalogue, brand mailings, brand events)
- Negotiate with brands and coordinate them in order to collect all necessary elements for the related comms
- Develop the artwork in accordance with the guidelines
- Put in place an annual communication plan according to the strategy
- Track customer pressure and set optimized frequency for each communication.
CRM Executive
Sephora
11.2017 - 03.2022
- Define the E-CRM & CRM strategy together with the CRM Senior Manager
- Plan and manage all E-CRM and CRM activities in accordance with the yearly animation plan
- Implement successfully all E-CRM & CRM campaigns
- Decide on the campaign mechanism regarding local dynamics, customers’ purchase behaviors and also by observing the previous campaigns’ results
- Set and get ready end to end campaign process (financial study, artworks and claims, stock readiness, campaign set up into cash desks and website, monitoring & tracking, reporting etc.)
- Manage the printing process & efficient routing of the mailings, e-mailings & text messages
- Boost omni-channel customer base in order to create more loyal customers
- Measure and analyze each campaign and take necessary actions for the coming ones
- Build strategic partnerships with 3rd parties (Bank, Telco, etc.)
- Project management inline with company’s strategical pillars (gifting, stock value etc.)
- Yearly negotiations with local suppliers for yearly E-CRM plans
- Observe card distribution rates of stores and website on regular basis to motivate teams in order to reach higher card distribution rates, to take necessary actions for better recruitment and growing customer base
- Evaluate regularly the loyalty performance in order to reach higher E-CRM & CRM KPI’s
- Increase cardholders’ turnover & purchase frequency through efficient E-CRM & CRM offers
- Develop brand E-CRM and CRM activities (brand specific campaigns for recruitment, retention, cross-sell and churn, brand VIP events)
- Implement instore and onsite materials for communication of the loyalty program
- Create actions to recruit new customers (welcome offer, bring a buddy, less guest checkout etc)
- Improve the quality of the database by collecting the missing contact information of the customers
- Control data extraction lists of recurrent, institutional & local operations
- Monitor competitions offers closely, especially on key commercial periods & digital holidays
- Constant training to stores
- Coordinate stores’ CRM claims and complaints with the necessary departments
- (IT, CRM France etc).
Loyalty Management Associate Manager
Turk Telekom
02.2016 - 11.2017
- Retention and loyalty based programs management in all B2B segments such as; SoHo, SME, Large Accounts and Government
- Loyalty campaigns development and management for all product lines of Türk Telekom such as; mobile, fixed broad band and fixed voice
- Device based loyalty campaigns management (budget planning, campaign management, BTL communication, performance tracking)
- Project leader of fixed voice, mobile and fixed broadband device based loyalty campaigns unification and re-segmentation project
- Develop partnership ideas and campaigns addressing targeted customer groups with segment teams
- Market research coordination
- Form the structure of the loyalty program
- Coordination of loyalty agency for the development and management of the program
- Pricing, decision support and IT coordination
- Management of customer experience related projects and activities with CEO Office, customer services, customer experience management and other related parties for all segments (TT Lounge/İşyerim+ and Office transformation project)
- Online UX activities in coordination with marcom team.
Base Marketing Associate Manager - Value Management
Vodafone
08.2015 - 02.2016
- Design sales (farming) & service model together with COPs, sales and segment teams; collaborate with churn management team to ensure allocation of account managers to all eligible customer base according to clear criteria
- Prepare value migration plans to drive revenue increase through digitalization of SME & SOHO customer bases
- Prepare cross-sell activities (e.g
- Handset, tablet, mobile & fixed products, solutions) to customer base
- Contribute to financial planning/reporting processes with value migrations, mobile revenue and ARPU forecasts; monitor monthly performance
- Analyze customer behaviors on segment basis using various insights & benchmarks and develop a comprehensive customer lifecycle management framework
- Support segment and product teams on new proposition development cycles; agree on revenue and ARPU estimations
- Design and deliver enterprise loyalty program
- Deliver customer experience and excellence program initiatives
- Plan and deliver lifecycle activities focusing on up/cross sell and value migrations on welcome & development stages
- Design lifecycle framework and plan the actions in lifecycle stages, make the business analysis with stakeholders, ensure revenue and churn impacts and cooperate with relevant parties
- Align and prioritize the activities in accordance with the commercial benefit strategic priorities and customer experience impact of the proposed activities and changes
- Prepare BTL direct marketing plans and manage all costless BTL channels (sms, emailing) in order to increase enterprise sales.
Base Marketing Specialist - SME & CORP Segment
Vodafone
08.2013 - 08.2015
- Build and consistently improve TAM (telephone account management) channel as one of the main retention channels for mobile product sales
- Prepare inbound/outbound telesales marketing plan including revenue and cost forecast
- Coordinate enterprise marketing and customer operation teams in order to increase performance and efficiency of the channel
- Develop strategies/initiatives to drive sustainable retention improvement and increase lifetime
- Take action plans proactively in order to reduce disconnections and churn ratio of the enterprise customer base
- Support all segments for retention activities across all channels
- Define, manage and gain consensus with key stakeholders to an appropriate set of contact rules across channels and communication types (based on both business and customer factors, driven from customer analysis)
- Define the rules for optimization of channels and define the right channel for each offer/product
- Effective stakeholder management of key business relationships.
Young Talent Program Attendee - Trade Marketing
Vodafone
01.2013 - 08.2013
Marketing Intern
Total Oil Turkey
07.2012 - 09.2012
HR Intern
Michelin Tires
07.2011 - 08.2011
Finance Intern
TEB
07.2010 - 08.2010
Cooperation Intern
Institut Français
07.2009 - 08.2009
Education
MBA - Business Administration And Management
Istanbul Technical University
Istanbul, Turkey 04.2001 -
BBA - Business Administration And Management
Galatasaray University
Istanbul, Turkey 04.2001 -
Skills
Pricing strategy
Analytical Thinking
Business development and planning
CRM Management
Customer Acquisition
Customer Segmentation
Problem-Solving
Multitasking
Teamwork and Collaboration
Adaptability and Flexibility
Personal Information
- Date of Birth: 07/25/89
- Nationality: Turkey
- Driving License: B (2007)
- Marital Status: Married
Interests
I love spending time in the kitchen, cooking for my friends and family, and gathering around large tables
Languages
Turkish
Native language
English
Proficient
C2
French
Upper intermediate
B2
Timeline
CRM Manager
Sephora
03.2022 - 05.2023
CRM Executive
Sephora
11.2017 - 03.2022
Loyalty Management Associate Manager
Turk Telekom
02.2016 - 11.2017
Base Marketing Associate Manager - Value Management
Vodafone
08.2015 - 02.2016
Base Marketing Specialist - SME & CORP Segment
Vodafone
08.2013 - 08.2015
Young Talent Program Attendee - Trade Marketing
Vodafone
01.2013 - 08.2013
Marketing Intern
Total Oil Turkey
07.2012 - 09.2012
HR Intern
Michelin Tires
07.2011 - 08.2011
Finance Intern
TEB
07.2010 - 08.2010
Cooperation Intern
Institut Français
07.2009 - 08.2009
MBA - Business Administration And Management
Istanbul Technical University
04.2001 -
BBA - Business Administration And Management
Galatasaray University
04.2001 -
Revenue Growth Manager
Sephora
5 2023