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Merve Silahci

Sr. Customer Experience & Digital Manager

Moves to Essen, Düsseldorf, Cologne, Berlin, Frankfurt am Main, Amsterdam, Eindhoven, Hamburg

  • 51.4582
  • 7.0158
High Potential
Propose a project The project will only begin when you accept Merve's quote.
Propose a project The project will only begin when you accept Merve's quote.

Location and geographical scope

Location
Essen, Germany
Can work in your office at
  • Essen and 30km around
  • Düsseldorf and 30km around
  • Cologne and 30km around
  • Berlin and 30km around
  • Frankfurt am Main and 30km around
  • Amsterdam and 30km around
  • Eindhoven and 30km around
  • Hamburg and 30km around

Preferences

Project length
Would prefer:
≥ 6 months
Would prefer avoiding:
  • ≤ 1 week
  • ≤ 1 month
  • Between 1-3 months

Verifications

Languages

Categories

Skills (50)

Merve in a few words

I’m a high-energy global customer experience and digital transformation professional with industrial engineering background. I gained strategic and operational achievements in customer experience management, digitalization, customer & market insights, journey mapping, customer loyalty and customer-centric product design. I thrive in fast paced, multicultural environments and worked in corporations and within the startup ecosystem. I also started my own business in the USA.
I have extensive international experience after working in the USA, Canada, UK, Germany, Sweden, Romania, Hungary, Italy, Czech and Turkey.

Experience

Sustainability Startup

Digital Agency and IT company

Founder

Essen, Germany

March 2020 - February 2021

Development of technology platform linked to EU sustainable development goals. Startup paused due to Corona

E.ON SE

Energy & Utilities

Chief of Staff, Digital Technology

Essen, Germany

March 2019 - February 2020

• Reported directly to the CEO of Digital Technology (DT) and worked alongside the executive team; managed company-wide strategic goals and increased productivity and success of the CEO, executive team, and company
• Led short-term critical projects and various digital and IT programs that span several parts of the organization to keep the objectives on track (business reviews, objectives & key results)
• Advised cross-regional and cross-functional teams and key external partners on strategy and operations while leading customer experience and operational excellence initiatives
• Joined the CEO, and represented in executive meetings and ensured preparation and execution of decisions and follow-up actions with the executive team
• Developed and executed the engagement model for key stakeholders to the organization increasing efficiency and responsiveness into existing operations
• Supported the CEO in internal communication to the wider organization and in external communication of the digital and IT transformation at E.ON

E.ON SE

Energy & Utilities

International Customer Experience Manager

Essen, Germany

June 2016 - February 2019

• Developed and drove the global strategy of digital customer experience (CX) and NPS program, leading the digital transformation of marketing in UK and Germany through agile way of working (experience with JIRA, Confluence)
• Drove customer strategies at all levels of the organization as a senior advisor to E.ON’s European Heads of Customer Experience with record in driving CX transformation, which resulted in sustained ROI and NPS improvements
• Drove and led customer advocacy and CX transformation workstreams in group-wide digital programs across E.ON’s European countries
• Drove E.ON-wide implementation of CX programs and embedded group-wide customer-centric culture
• Activated the CX Community across the group by fostering internal and external best practice sharing and increase in communication. Delivered Design Thinking & Service Design trainings for E.ON’s colleagues.
• Managed Global Strategic Customer Experience and NPS performance across E.ON’s European countries 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

External recommendations

Check out Merve's recommendations

Education

Certifications