Serpil Aylin ERDEN
CRM & GROWTH
Ataşehir
Summary
Developed strong communication and analytical skills in customer-focused environment, adept at using CRM tools to enhance client interactions and data management. Seeking to transition into new field, leveraging ability to adapt quickly and apply critical thinking to solve diverse challenges. Looking forward to contributing to dynamic team and driving positive outcomes.
Energetic and adaptable with talent for understanding customer needs and fostering positive client relationships. Possesses foundational knowledge in CRM systems and data analysis, along with proficiency in Excel and customer database management. Committed to leveraging these skills to drive customer satisfaction and loyalty.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
CRM & Growth Executive
İnoksan
09.2022 - Current
- Developing and implementing a growth plan aligned with the company's profitability objectives.
- Creating and executing comprehensive strategies to drive customer acquisition, retention, and expansion.
- Designing and implementing a CRM plan to enhance customer engagement and loyalty through emails, in-app and web notifications, and SMS campaigns.
- Managing growth campaigns and ensuring all teams, marketing partners, and agencies execute them effectively.
- Monitoring revenue growth and conducting performance analyses to achieve business objectives.
- Strengthening the company's competitive position through market research and competitor analysis.
Senior Reporting Specialist
Samsung Electronics
09.2019 - 04.2022
- Providing sales team and product marketing department with regular and ad-hoc analysis and reports
- Preparing weekly and monthly sales reports
- Reporting marketing Marcom activities
- Supporting in the process of budget preparation, working collaboratively with other departments
- Defining marketing campaigns to the Cores system
CRM & Loyalty Program Manager
Jarvis Atölye Danışmanlık
04.2018 - 09.2018
- Company Overview: Jarvis Atölye is a loyalty marketing agency especially established to take over the Japon Tobacco International's (JTI) online retailer loyalty programme (www.jtibenimbayim.com)
- Understanding the retailer's behavioural patterns within the programme
- Establishing new gamification and point collecting mechanisms and periodical campaigns to increase the participation of the retailers
- Collaborating with the IT firm for updating the loyalty programme portal both in terms of visual design and infrastructure and deciding together to the project management calendar for the developments required for the new campaign mechanisms
- Revising and rewriting the contents of the portal and call center scripts
- Managing of MS Dynamics software development requests and coordinating SMS and mailings for all communications
CRM Executive
AVVA
07.2017 - 04.2018
- Coordinating SMS, mailings and push notifications for segmented campaigns
- Cooperating with 3rd parties in CRM projects and managing CRM budgets
- Analyzing customer profiles and consumption behaviours to increase customer loyalty and managing Avva Club Loyality Program
- Adapting customer data to the Personal Data Protection Law regulation, managing data cleaning, deduplication and marketing information collection processes
- Managing customer services and returns according to complaint management process and return policies
- Working with business partners about new campaigns
- Preparing other adhoc sales&performance,custumer complience reports and campain activity analysis work or participating in other adhoc projects as and when required
Senior Customer Analytics Specialist
TURK TELEKOM GROUP
03.2012 - 05.2017
- Gathering and transforming related information to develop analytical models that directly remedy identified business needs using IBM SPSS Modeler
- Working with marketing teams to generate new profitable business
- Collecting analytical requirements from business lines for improved sales and service to various customer segments
- Conducting analyses to understand customer values, behavior and needs incorporating these into retention and loyalty strategies
- Defining micro clusters characterizing customer usage, demographics and other behavioral characteristics and inform Segment Management, VAS teams for potential revenue growth actions
- Tracking and report model performances to enhance their results
- Following up all CRM projects, monthly/weekly tasks and KPIs
Performance Reporting and Training Specialist
EKOM GROUP
10.2010 - 03.2012
- Planning of short and long term training / development needs analysis process of the company, realization of program designs of Ekom Academy
- Managing training platforms, training assignment, measurement and follow-up
- Supporting process development and developing new reporting methodologies
- Daily, weekly and required the preparation of reports on a regular basis in monthly periods
- Analysing and preparing departmental reports for individual and unit performance metrics to HR management
Sales Analyst -Project Supervisor
PROCTER & GAMBLE-Braun (Outsource)
02.2008 - 10.2010
- Determining the sales target for the primary analysis and reporting system monitoring of field activities
- Sales analysis of Braun products by category/brand and SKU
- Weekly, monthly, quarterly accurate internal reporting requirements of management, sales and marketing team and preparing presentations if needed
- Analysing return and price differences by key account, Category and SKU on monthly basis
- Supporting the management team of the company with ad-hoc management information & analysis in need
- Optimizing the performance of sales outlets and analysis to support decision making process
- Preparing the weekly business plan of merchandising team, managing and performance reporting the handheld terminal plan for route system
- Designing of training contents for the company and planning and implementation of trainings
Project Specialist
Frekans Research
01.2006 - 02.2008
- Controlling the execution of the company's current projects, conduct the necessary studies for the realization of new projects
- • Making projects and monitoring surveys about focus group discussions ,mystery shopping, telephone surveys and developing of the research models for the specific needs of the client
- • Making regular reports and data analysis by statistical methods to senior management regarding the Project and providing accurate and statistically relevant analysis
Education
Bachelor of Science - Statistics
ESKİŞEHİR OSMANGAZI UNIVERSITY
Eskişehir, Turkey 04.2000 - 01.2005
Skills
Sales strategy development
CRM software proficiency
Lead generation techniques
Client retention strategies
Customer segmentation
Customer relations
Team building
Campaign management
Email marketing campaigns
Customer journey mapping
Customer acquisition
Personal Information
- Place of Birth: Libya
- Date of Birth: 11/30/82
- Marital Status: Married
Timeline
CRM & Growth Executive
İnoksan
09.2022 - Current
Senior Reporting Specialist
Samsung Electronics
09.2019 - 04.2022
CRM & Loyalty Program Manager
Jarvis Atölye Danışmanlık
04.2018 - 09.2018
CRM Executive
AVVA
07.2017 - 04.2018
Senior Customer Analytics Specialist
TURK TELEKOM GROUP
03.2012 - 05.2017
Performance Reporting and Training Specialist
EKOM GROUP
10.2010 - 03.2012
Sales Analyst -Project Supervisor
PROCTER & GAMBLE-Braun (Outsource)
02.2008 - 10.2010
Project Specialist
Frekans Research
01.2006 - 02.2008
Bachelor of Science - Statistics
ESKİŞEHİR OSMANGAZI UNIVERSITY
04.2000 - 01.2005