NİHAN ÇELİK YETİŞİR

Experience

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  Yapı Kredi

  Mar 2009 - Jul 2009

  Pension Consultant

  -Sales of pension and fund to existing customers of Yapı Kredi-Gain new customers in order to increase customer base -Provide customer satisfaction

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  Garanti Bankası

  Jul 2009 - Aug 2017

  -Responsible for marketing and CRM activities on digital transactions.-Manage key stakeholder relationships across internal and external suppliers (Vendors, IT etc..).-Lead the development of new online and mobile customer propositions, including accountability for building benefit cases, to support the delivery of the Digital Strategy. -Track user experiences’ behaviour and analyse their journeys in web analytics tools (Google Analytics Premium, Yandex webvisor)-Manage and optimize continuously SEM, SEO, Affiliate and display network performance as a whole with the aim of increase digital acquisition-Develop and deliver the roadmap for all services and trx of corporate customers-Observing the behavior of customers and acting according to their needs- Develop and deliver the roadmap for all branches -Assign digital channel targets for all branches-Develop and deliver the roadmap for all services and transactions of corporate customers -Observe customers’ behaviours and act according to their needs.-Enhance customer satisfaction-Manage relationships with both corporate and retail customers-Manage branches and Call Center on the basis of digital targets and keep track of sales performance-Report performance of all branches and share with top management -Manage teller personnel salary according to their performance with Human Resources Department-Handle marketing activities in order to increase number of transactions realized through digital banking -Train branch personnel on digital channels and direct them on how to sell digital banking to customers Show less -Fully leverage the onsite experience, design and optimisation tools to ensure the servicing solutions are designed and deployed to deliver business and brand objectives.-Responsible for credits, time deposit, insurance, credit card products and also transactions such as payments and money transfers.-Enhance brand perception, customer satisfaction and support activity to increase active customer usage of the online banking and mobile proposition. -Manage budgets, processes, agencies and key suppliers to ensure that the bank achieves best in class, cost effective servicing -Manage key stakeholder relationships across internal and external suppliers. -Forecast and monitor online usage and develop strategies to boost adoption of online servicing capabilities and achieve customer satisfaction and self service usage targets. -Lead the development of new online and mobile customer propositions, including accountability for building benefit cases, to support the delivery of the Digital Strategy. -Develop and deliver the roadmap that delivers the functionality across digital channels to deliver these strategies. -Responsible for business relationship management including the strategic success of delivering the business performance of the Digital Channel. -Responsible for driving performance improvement across customer needs, engagement and retention. -Responsible for the long term strategic roadmap of digital initiatives to create a best in class customer experience. Show less

  • Digital Marketing and Sales Customer Management Supervisor

    Mar 2015 - Aug 2017

  • Digital Marketing and Sales Associate

    Oct 2012 - Mar 2015

  • Customer Supervisor

    Jul 2009 - Oct 2012
• 

  ING

  Aug 2017 - now

  Digital Sales and Products Senior Business Manager

  - Organizing and performing marketing strategies for Daily Banking Products, Saving Accounts, Loans, Credit Cards, Insurance and Investment Products available through ADCs- Exploring new business models to provide the supreme customer experience.- Leading sales and marketing activities of Digital Banking- Planning and designing strategic customer journeys for each of the customer lifecycle stages for Digital Banking- Making monthly and yearly forecasts for above-mentioned products and monitoring their sales performance in ADCs- Follow-up analyses and comparative research- Leading digital strategy for Business and Whole Sale Banking customers.- UX and digital service design for these ING Mobile application - Developing cross-functional relationships with IT/information management and 3rd party vendors.- Using Digital Marketing tools Insider & Google & SEO & Dataroid- İnternal & External communication of products.- Analyzing trends of products sales- Analyzing and organizing processes- New customer acquisition- İncreasing functional usage of products - Managing related ıt, communication partners in an agile way of doing- Organizing 3rd party engagements and executing lead generation and sales campaigns to improve sales performance of the products Show less