Ceren D. Karabulut🔹

- Lead the measurement and enhancement of Net Promoter Score (NPS) for Vodafone Business, targeting improvements across SME and SOHO client segments. - Strategize and implement solutions to resolve customer issues with Vodafone Business products and services, enhancing overall client satisfaction and loyalty. - Increase efficiency in addressing customer pain points by fostering internal collaboration with key stakeholders, streamlining processes and enhancing service delivery.

- Executed the setup of ad campaigns for Vodafone’s global loyalty platform “Happy”, managing different ad units featuring banner ads from various partner brands. - Implemented effective strategies to enhance outbound communication by sending targeted Push notifications and text messages to customers, ensuring timely and relevant updates on ongoing campaigns. Increased CTA 98% on average. - Leveraged company's Data Warehouse that hosts 24M customer data, to analyze and create specific audience segments with key characteristics, resulting in a notable increase in the conversion rate of outbound communications.

- Tracked key metrics informing the success of Vodafone Turkey’s e-commerce platform, such as traffic funnel, daily sales, and retention, using Adobe Analytics. - Conducted personalized experiments (including pop-ups, banners, offers, and A/B tests) based on behavioral user data from 19 million monthly active app and web users, to optimize these metrics; also designed the visuals used in these experiments. - Key results: Achieved a 55% increase in push notification conversion rates, a 10% increase in average units per cart, a 21% average decrease in refund rates, a 25% increase in unique visitors, and a 14% decrease in deep detractor customers.

- Planned a communication campaign to achieve desired KPIs such as increasing app sessions to Vodafone’s super-app and increasing awareness on Vodafone’s e-commerce platform. - Introduced Medialyzer (a tool that enable companies to measure the incremental impact of their TV copies) to stakeholders so that company’s campaign budgets could be optimized. - Organized online and in person meetings, drafted meeting notes and keep all parties updated on the campaigns’ next steps.

- Scouted European start-ups within the retail sector, identifying emerging players and innovative technologies. - Created detailed profiles of these start-ups for clients, enhancing their understanding and facilitating informed decision-making.

- Drafted and revised communication materials, such as a monthly e-newsletter, presentations, news articles and press releases about the organization’s development projects. - Translated and localized over 20 global campaign materials to ensure Turkish audience’s accessibility. - Drafted and edited photo-stories about UNDP’s projects to demonstrate their impact on individuals and vulnerable groups such as women, children and refugees. - Managed Sustainable Development Goals’ (@kureselamaclar) Instagram and accounts and achieved 20% growth in terms of followers. - Assisted the production of a music video made in collaboration with a previous Eurovision winner to promote Sustainable Development Goals.