Koray Ertuna

Head of Digital Platform Engagement & Communication @ Turkcell

About

With over 20 years of leadership in the telecommunications and digital services space, I have built a career around driving digital growth, customer engagement, and operational excellence across web, app, and e-commerce platforms. As a senior executive, I specialize in Digital Channels & Platform Management, Customer Experience Design, Digital Product Strategy, UX/UI Innovation, and Strategic Program Execution. I lead a team of 100+ professionals (in-house and outsourced), working across major digital assets including the Turkcell app, turkcell.com.tr, superonline.net, and pasaj.com. I’m passionate about building seamless digital experiences that not only meet customer needs but also deliver measurable business outcomes—growth in revenue, conversion, and engagement. Known as a customer-centric, result-driven leader with a deep eye for detail, I consistently seek ways to optimize digital journeys and scale impact. I believe in empowering teams to perform at their best and creating a culture of ownership, agility, and innovation. Let’s connect if you’re interested in digital transformation, customer experience strategy, or collaborative leadership in complex environments.

Country

City

Türkiye

Industry

Telecommunications

Skill

Digital Platform Management | UX & CX Design, Customer Journey Optimization | Omni-Channel Strategy, Digital Transformation | Revenue Growth & Engagement, Data-Driven Decision Making | Agile Leadership, Cross-Functional Team Management, Product Development, Customer Experience, Digital Strategy, Business Growth Strategies, Telecommunications, Product Management, Business Development, Project Management, Mobile Devices, Account Management, Strategy

Experience

Head of Digital Platform Engagement & Communication

Turkcell

2019-6 - 2025-6 · 6 yrs 1 mo

Directed the development and engagement strategies for Turkcell's key digital platforms — Turkcell Pasaj, turkcell.com.tr, and the Digital Operator App — generating 30% of total company revenue. Delivered superior UX through end-to-end customer journey optimization, enhancing satisfaction and loyalty for 20M+ active users and 30M monthly visitors. Championed data-driven decisions to implement agile digital solutions for scalable growth.

Head of Retail Experience & Concept Development

Turkcell

2016-12 - 2019-6 · 2 yrs 7 mos

Led a nationwide retail transformation program, redesigning layouts and customer journeys for 1,300 stores in 11 months. Digitized all in-store and backend processes, boosting operational efficiency and customer experience. Implemented customer-focused training programs for retail staff, fostering a culture of service excellence.

Retail & Sales Development Lead

Turkcell

2014-7 - 2016-12 · 2 yrs 6 mos

Turkey

Developed omni-channel strategies, integrating physical and digital sales channels for a seamless customer experience. Improved operational processes and sales performance, delivering higher efficiency and engagement.

Intraprenuership Manager

Turkcell Global Bilgi

2013-5 - 2014-7 · 1 yr 3 mos

Drove corporate intrapreneurship initiatives, identifying and developing new business models and revenue opportunities.

Turkcell Consumer Operations Specialized Services Manager

Turkcell Global Bilgi

2011-11 - 2013-5 · 1 yr 7 mos

Istanbul, Turkey

Managed specialized service portfolios such as Platinum, Black, Social Media Services, and Technology Centers, leading a 16-member team to deliver premium customer experiences.

Partnership & Business Development Manager

Turkcell Global Bilgi

2011-1 - 2011-11 · 11 mos

Istanbul, Turkey

Developed and executed strategic partnerships for the Directory Services vertical (11850), unlocking new revenue streams and competitive advantages.

Business Development & Program Manager

ARDIC

2010-6 - 2010-12 · 7 mos

Istanbul, Turkey

Expanded high-tech telecom product and R&D service portfolios to major accounts, including Turk Telekom, TTNet, and FoxCon, driving customer growth and satisfaction.

Managing Director

Vascom İletişim ve Pazarlama Hiz. Ltd Şti

2008-12 - 2010-8 · 1 yr 9 mos

Istanbul, Turkey

Founded and led a marketing and service development company, delivering strategic marketing and sales projects.

Product & Category Manager

Turkcell

2004-5 - 2008-12 · 4 yrs 8 mos

Istanbul, Turkey

Managed a portfolio of B2C value-added services generating $100M in annual revenue, including games, infotainment, and mobile lifestyle services. Drove product strategy, pricing, marketing campaigns, and partner management, achieving KPIs across multiple verticals.

Marketing & Sales - Specialist

Ericsson

2000-1 - 2002-5 · 2 yrs 5 mos

Istanbul, Turkey

Managed centralized pricing and proposal processes for regional operators including Azercell (Azerbaijan), Geocell (Georgia), Kcell (Kazakhstan), and Moldcell (Moldova). Established pricing strategies for major GSM customers in Turkey and Israel.