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Work Background
AppleCommercial Experience & Product Manager
Feb. 2025İstanbul, TürkiyeDriving large-scale customer and organizational transformation across Apple’s flagship operations. leading through culture, empowerment, and operational excellence. influencing the engagement, performance, and development of a 170+ person organization. • Transformed leadership culture by designing and implementing a coaching-based development framework, resulting in measurable gains in collaboration, accountability, and initiative across all teams. • Directed experience and commercial excellence across multiple high-impact domains, aligning cross-functional teams with Apple’s global customer experience vision. • Designed and launched a new customer experience channel and process, leading the end-to-end implementation and achieving 40% growth in adoption and conversion within six months. • Strengthened organizational performance by integrating product operations, service quality, and people engagement. Achieving sustainable improvement in productivity and satisfaction. • Enabled emerging leaders through personalized coaching, feedback systems, and growth pathways, increasing internal promotion readiness and leadership confidence. • Executed strategic experience innovation and product launch initiatives, ensuring world-class standards in execution, brand alignment, and customer trust. • Partnered with executive leadership to translate global strategy into locally actionable models that balance customer focus, efficiency, and cultural depth.
Confidential ClientRegional Project Manager (Africa)
Feb. 2024 - Feb. 2025Güney AfrikaLed strategic business and governmental partnerships for a confidential client in the chemical and technology sectors, operating across multiple African markets. Managed institutional negotiations, large-scale sales agreements, and cross-cultural relationship building with key ministries and industrial authorities. • Established high-level partnerships with governmental entities across energy, infrastructure, and sustainability projects, ensuring alignment with national development priorities. • Developed and executed market-entry strategies tailored to regulatory frameworks and procurement structures in Sub-Saharan Africa. • Negotiated multimillion-dollar contracts by positioning technology solutions around long-term economic and environmental value. • Coordinated international project teams across multiple countries to ensure operational compliance, timely delivery, and client satisfaction. • Represented the client organization in official and diplomatic contexts, strengthening its credibility and regional influence.
DocplannerCustomer Success & Retention Manager
Jul. 2023 - Jun. 2024Istanbul, TurkeyLed customer success and retention transformation across DocPlanner’s SaaS healthcare ecosystem, driving long-term client loyalty and revenue sustainability. Oversaw a multi-disciplinary team integrating marketing, sales, and product operations to deliver measurable business impact. • Redesigned the customer lifecycle by implementing predictive churn analysis and proactive engagement strategies, improving retention and renewal rates across key markets. • Scaled the customer success function by building frameworks for onboarding, value realization, and post-sale relationship management. • Aligned commercial and operational teams around unified customer experience goals, enhancing collaboration and accountability. • Leveraged customer insights to influence product roadmap decisions, ensuring data-driven innovation and user adoption growth. • Delivered sustainable commercial impact by combining experience design with revenue strategy, resulting in higher customer satisfaction and long-term growth.
PhoenixBusiness Consultant
Oct. 2021 - Jul. 2023Helsinki, Stocholm, Berlin, AmsterdamConsulted for multinational clients across Europe on sales growth, organizational design, and leadership capability development. Partnered with executive teams to design data-driven strategies that optimized performance and strengthened customer relationships. • Led cross-border consulting projects across Northern and Western Europe, aligning sales structures and cultural practices for efficiency and scalability. • Advised executive leadership on team development and organizational transformation, supporting long-term capability building. • Implemented performance frameworks that improved commercial effectiveness and client retention in competitive markets. • Built consultative relationships across diverse cultures, driving trust and collaboration between global and local teams.
Turk TelekomMarketing Specialist
Jul. 2015 - Oct. 2021Istanbul, TurkeyLed strategic marketing and commercial growth initiatives for SME and SoHo segments, driving double-digit revenue expansion through data-driven go-to-market and customer lifecycle strategies. • Directed a cross-functional team responsible for national SMB marketing operations and acquisition campaigns, integrating sales and brand objectives. • Designed sub-segment and go-to-market frameworks that increased customer penetration and improved retention across multiple service categories. • Executed lifecycle marketing programs combining acquisition, conversion, and loyalty management—achieving sustained portfolio growth. • Delivered measurable impact, including a 14% rise in fixed voice revenue, a 50% boost in broadband, and a 77% surge in mobile lines through targeted retention and acquisition initiatives. • Collaborated with HQ leadership to align regional sales, pricing, and communications strategies with nationwide performance goals. • Mentored regional marketing teams in adopting data-driven decision-making and digital-first campaign models.
Turk TelekomCustomer Experience Specialist
Apr. 2012 - Oct. 2015Istanbul, TurkeyLed customer experience and quality transformation initiatives across seven regional contact centers, overseeing 400+ outsourced employees and ensuring alignment with national service standards. • Enhanced customer satisfaction and service quality by optimizing processes, training frameworks, and performance metrics. • Implemented NPS-based feedback loops to identify customer pain points and drive continuous improvement. • Collaborated with senior leadership to redesign end-to-end service workflows, improving operational efficiency and employee engagement. • Delivered measurable performance gains, including reduced complaint ratios and improved first-contact resolution rates. • Conducted nationwide quality audits and developed actionable reports that shaped leadership decisions on process and vendor optimization.
ÇiçeksepetiSales and Customer Experience Manager
Sep. 2011 - Apr. 2012Led customer experience and sales operations for one of Turkey’s leading e-commerce platforms, building the foundation for data-driven customer satisfaction and loyalty programs. • Pioneered the implementation of Net Promoter Score (NPS) and customer feedback frameworks within Turkey’s e-commerce sector, leveraging global best practices to establish a measurable voice-of-customer model. • Enhanced service quality by designing performance, recognition, and reward systems that boosted team motivation and customer engagement. • Optimized operations and staffing processes to improve efficiency, recruitment quality, and overall service consistency. • Partnered with senior management to align customer experience standards with brand identity and online sales strategy.
Garanti BBVASales and Marketing Team Leader
Oct. 2008 - Sep. 2011Led multicultural teams across Turkish and German markets, building a strong foundation in sales leadership, customer loyalty, and financial services excellence. • Directed high-performing sales and service teams, exceeding targets through data-driven coaching, motivation programs, and continuous skill development. • Developed and executed customer satisfaction frameworks, introducing early-stage performance measurement and feedback systems that improved customer engagement. • Collaborated with cross-functional departments to align marketing strategies with retail banking goals, increasing client acquisition and retention in competitive markets. • Mentored emerging leaders, cultivating a culture of accountability, initiative, and consistent top-tier performance.
CMC TurkeyCustomer Experience Manager
Jun. 2005 - Jun. 2008Led multi-site operations and project implementations, optimizing service processes and enhancing customer satisfaction. Improved team efficiency and profitability through KPI-driven performance management and continuous process refinement.
Koç HoldingTechnical Specialist
Oct. 2004 - Jun. 2005Managed corporate customer relations and technical support processes, ensuring timely resolution and system reliability. Collaborated with cross-functional teams to optimize information systems for service excellence.
medyaJournalist
Jun. 2003 - Mar. 2004Produced technology-focused editorial content, blending research, analytical writing, and clear storytelling.
CHIPFreelance Journalist
Jan. 2001 - Feb. 2002Contributed technology and consumer trends articles, developing early-stage analytical and communication skills.
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