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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.

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Location and workplace preferences

Location
Düsseldorf, NW, Deutschland
Remote only
Primarily works remotely

Preferences

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

Verifications

Freelancer code of conduct signed
Read the Malt code of conduct

Verified email

Languages

  • German

    Conversational

  • French

    Fluent

  • Turkish

    Native or bilingual

  • English

    Native or bilingual

Categories

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.

Experience

Freelance.de

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

Projects:

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

E.ON SE - E.ON SE

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

E.ON SE - E.ON SE

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

iEngaged

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

Education

Certifications