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Merve Silahci

Sen. Customer Experience & Transformation Manager

Works remotely from Düsseldorf

  • 51.226297
  • 6.801324
  • Rate On-demand
  • Experience 7+ years
  • Response rate 100%
  • Response time A few days
Propose a project The project will begin once you accept Merve's quote.

This freelancer is available full-time but hasn't confirmed their availability in over 7 days.

Propose a project The project will begin once you accept Merve's quote.

Location and workplace preferences

Düsseldorf, NW, Deutschland
Remote only
Primarily works remotely


Project length
  • Between 3-6 months
  • ≥ 6 months


Freelancer code of conduct signed
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Verified email


  • German


  • French


  • Turkish

    Native or bilingual

  • English

    Native or bilingual


Skills (44)

Merve in a few words

As a high-energy project/program manager, with focus on customer experience and technology, I contribute to long-term sustainable growth by delivering strategic projects that optimize the omni-channel experience. Alongside project/program management, I provide expertise on customer experience management, voice of customer, customer journeys and technology transformation of sales & marketing.

I speak English, French, Turkish and I’m improving my German language skills. I worked in global corporations and within the startup ecosystem. I thrive in fast paced, multicultural environments and have extensive international project management experience after working in Turkey, Germany, UK, Sweden, Italy, Romania, Hungary, Czech, China, USA and Canada.


Consulting & Audits

Freelance Consultant, Customer Experience and Transformation  - As a freelancer

Düsseldorf, NW, Deutschland

April 2021 - Today (1 year and 11 months)

• Global program/project management of customer/user experience, voice of customer programs and technology transformation of sales & marketing
• Improvement and management of customer experience: strategy, customer journey mapping, customer insights (qualitative and quantitative studies, data analysis), net promoter system (NPS), performance KPIs and reporting
• Senior stakeholder management and cross-functional/country communications
• Human centric solution/service/product development through the design thinking process and workshops


tesa Voice of Customer Program, B2B Digital – Remote, Germany
- Development of B2B Voice of Customer (VoC) program concept and blueprint
- Implementation of customer journey mapping for automotive industry customers in Europe
- Measurement technology transformation, implementation and tracking of KPIs of VoC touchpoints
- Development of customer insights approach

Sustainability Startup Product and Strategy Development – Essen, Germany
- Co-development of technology platform linked to EU sustainable development goals
- Conducted market research and value proposition workshop with the team
- Managed the backlog, developed the user wireframes
Customer Experience Customer Journey Digitalisierung Marketing Sales Market Research Reporting Programm Management Project Management Change Management


Energy & Utilities

Chief of Staff, Digital Technology

Essen, Germany

March 2019 - February 2020 (11 months)

• Reported directly to the CEO of Digital Technology and worked alongside the executive team; managed company- wide strategic goals and performance
• Led IT escalation in Germany reporting directly to the Board, managed the team of 20+ people including external partners,
• Led short-term critical projects and various digital technology programs that span several parts of the organization
• Advised cross-regional/functional teams and key external partners on strategy while leading customer experience and operational excellence initiatives
• Developed and executed the engagement model for the key stakeholders to the organization increasing efficiency and effective responsiveness into existing operations


Energy & Utilities

International Customer Experience Manager

Essen, Germany

June 2016 - February 2019 (2 years and 8 months)

• Digital Attacker’s customer experience NPS product owner as part of MarTech team, executing the digital technology transformation of sales and marketing in UK and Germany
• Drove customer strategies at all levels of the organization as a senior advisor to E.ON’s European Customer Experience Heads, and executed transformation programs resulted in sustained KPI improvements
• Led customer advocacy and experience transformation work-streams in digital technology programs across E.ON
• Managed Global Strategic and Journey NPS performance delivering group-wide reporting, performance deep-dives and optimization of key game-changer initiatives

Enerjisa A.Ş.

Energy & Utilities

Customer Experience Process Leader

Istanbul, Turkey

May 2014 - May 2016 (2 years)

• Implemented group-wide CX framework and NPS programs resulted in increased strategic and journey NPS; and awarded “Global Best Customer Action Award” by E.ON SE
• Facilitated monthly CEO-led Strategic Customer Service & Experience Committee meetings with the executive team; managed Enerjsa’s B2C and B2B strategic and operational CX performance
• Initiated and managed the Organizational Behavioural program: customer-centric, data based front-line coaching improving sales and CX performance for telesales and door-to-door sales
• Led Customer Insights: Designed and implemented customer research studies with external research agencies. Implemented Customer Immersion program: face to face sessions with executive team and customers


Digital & IT

Freelance Digital Marketing Consultant  - As a freelancer

San Francisco, United States of America

August 2012 - April 2014 (1 year and 7 months)

• Execution of digital marketing strategy and digital experience improvements for mature startups in USA, Canada
• Managed SEM and SEO, implemented paid search campaigns and optimized traffic from organic search results
• Managed marketing communication for B2C/B2B clients from different industries (automotive, luxury, etc.), created blog content and managed social media accounts

Ortopro Orthopaedics A.Ş.

Pharmaceuticals industry

Marketing Specialist

Istanbul, Turkey

January 2011 - August 2011 (7 months)

• Supported product positioning and new product launch campaigns, executed data analysis and reporting for sales growth and channel strategy
• Improved field sales scripts and provided product trainings to front-line agents, represented Ortopro in country-wide fairs and workshops for product demonstrations

Ortopro Orthopaedics A.Ş.

Pharmaceuticals industry

Supply Chain Specialist

Istanbul, Turkey

January 2010 - December 2010 (11 months)

• Initiated and led the Inventory Optimization Project that improved inventory performance by +20% delivering country-wide inventory analysis and execution of recycle strategy for defined idle stock
• Initiated and led the Supply Chain Forecasting System delivering automated forecast models and reporting, which resulted in increased forecast accuracy by +18% for imported goods and production orders

Oracle - Oracle

Digital & IT

ERP Consultant, Supply Chain

Istanbul, Turkey

January 2009 - December 2009 (11 months)

• ERP implementation of client’s processes through functional design, functional setup and configuration. Performed root cause analysis for frequently occurring issues and provided permanent fix working with technical consultants