Zeynep Ertürk

Trainer and coach specifically in team building, communication, presentation skills, customer relations and sales techniques and consultancy projects specifically in organizational development, learning and development processes, talent management, performance and goal management

• Responsible for learning and organizational development functions of the company with approx. 1500 employees (including 600 call center employees), with a budget responsibility, reporting directly to Assistant GM. • Closely cooperated with Talent and Recruitment Director regarding the recruitment (200 staff monthly), performance management, talent management and employee engagement. • Partnering with management consultancy firms and contributing to sales development and workforce planning projects as a key stakeholder in HR. • Planning, organizing, and leading training programs ensuring and proper execution for the company. • By monitoring the churn rate, customer satisfaction rates, customer retention rates etc. analyzing the ROI of the training platform • Contributing to coaching, facilitation, team development, process reengineering and organizational development services. • Implementing an effective work organization in learning and development unit and train the trainer initiatives in order to manage the budget effectively and ensure employee engagement. • Managing the transition from traditional in-class training to online/blended training method and managing this change. • Assessing training need analysis of departments and planning learning activities.

• Manage all sales and training business in Turkey. • In charge of developing weekly/monthly/annual and seasonal sales targets for the department, examining grow the opportunities. • Creates and implements sales action plans that incorporate key actions that work to set KPI’s for the business. • Takes a lead role in building a strong sales management culture with the team, spends time coaching store managers identifies skills and opportunities for development, provides advice and training activities when needed. • Develop the training &development curriculum for all shop personnel, including all sales and managerial skills training

• Execute HR services covering the whole employee life cycle (recruitment, on-boarding, data changes, performance management, employee relations, exit management etc.) • Implement HR Strategy and System, ensure HR KPI’s ( productivity, turnover, cost per hour, hour budget etc. ) are met. • Contribute to development and execute action plans towards engagement / retention and employee turnover • Identify training needs, facilitating and assisting with providing training and coaching on key HR and management skills, coach and support SM, DM’s in the field to leverage employee's management • Execute talent acquisition and talent management including assessments and succession planning • Develop and implement induction program for shop personnel; follow-up staff performance till the end of probation period and consult to Region Manager and Shop Manager where needed. • Developing the training & development curriculum for all shop personnel, including all sales and managerial skills training. • Designing training contents (classroom and on line trainings); building alliances with vendors and consultants in this respect. • Making visits to shops to observe application of training, on-the-job coaching and feedback to shop staff. • Developing post-training tools to measure effectiveness. • Revitalizing mentoring mechanism, embeding coaching culture in the shops. • Working as internal trainer when needed.

• Achievement of agreed sales targets for 21 Stores in European Region • Advises and participate in decision making about sales events in cooperation with the Marketing Department • Monitors and analyze cost of personnel. Formulates recommendation to increase staff productivity. • Ensures shops operates in line with Tchibo discipline and standards • Support Sales Channels Coordinator to organizes and delivers sales • Implements training plans in cooperation with the HR department • Development progress and succession planning options for shop manager, • asst shop manager and skills coach positions • Analyze customer facing performance and implement measures to optimize it. • Coordinates new shop opening activities for the territory.

• Responsible to organize and manage the store with 3 sections -women, men, and children by directing 55 staff and 3 section managers. • Direct the daily activities of the store associates to ensure the store's smooth operation. • Review profit and loss (P&L) and other financial reports to identify sales and expense control opportunities; • Ensure all sections of the store attains monthly and annual sales goals • Search, select, recruit, and train personnel for the store when needed; • Train new managers for other stores, • Evaluate personnel performance, • Responsible to maintain effective control of productivity standards, labor costs and gross profit opportunities,