Duygu S. Dalkanat

DUYGU DALKANAT Merkez mah Ayazma Cad. Papirus Plaza, İstanbul/Turkey Tel: 00 90 532 427 23 27 duysez2009@yahoo.com https://www.linkedin.com/in/duygu-dalkanat-27aa6516/ Career Summary Business leader with 25 years of experience in prominent companies functioning in various industries from banking & wealth management to telecommunications. Strong background in business development especially with luxury products and services, digitalization, procurement & marketing. Also a business leader of different function heads i.e. logistics, AI, production, sales/budget planning. A target oriented team player and a successful motivator, who is innovative and hard worker. Possesses a deep sense of personal responsibility especially regarding inclusion and diversity, meticulous leader in all areas of the organization, and enjoys juggling many priorities at the same time. Education 2001-2002 City University Business School, United Kingdom MSc Banking and International Finance, Dissertation on Risk Management  Scholarship from City University (offered to 4 students out of 60)  Courses: Sales & Marketing Strategies, CRM, Business Strategies, Intl. Finance  Dissertation on Credit Risk Management, Comparison of British and Turkish risk management systems and policy suggestions, 2002 1992-1996 Boğaziçi University, Turkey Faculty of Economics and Administrative Sciences  Dept. of Political Science and International Relations. GPA:3.50/4.00  Represented BU in a Med Campus Project, in Spain (Sept.1995) 1985-1992 Özel Kalamış Lisesi, Turkey  Graduation degree: 9.50/10.00 Work Experience (Summary) 2008- Papa John’s Turkey CEO & Telecity Group Companies / CEO & Board Member 2004-2008 Nokia CMO Turkey / Chief Sales Officer of Turkey 2001-2004 Akbank / Alternative Delivery Channels Division Head 1997-2001 Pamukbank / Private Banking & Wealth Management Marketing Manager 1996-1997 TSKB / Dealer in Treasury Dept. Extracurricular Information  Languages: Turkish: Native; English: Fluent; German: Very good; Arabic, French & Italian, Basic  Activities: o Member of Bosphorus (Boğaziçi) University Alumni Association - Finance Group o Writing story books for children published by Is Bank Press, 1998 onwards o Short stories published over the internet www.dergi.org, supporting philanthropists o Playing tennis and skiing 2 Professional Training & Rewards  All update trainings & rewards can be viewed from Linkedin Account  Managing and developing investor relations – USA (2017 & 2018 & 2019)  Women in Technology by Bain / Security seal launch – USA (2018 & 2019 )  Diversity and inclusion / Rewarded as AGENT of Change – USA (2016 & 2018)  Retail business development from start-ups to chains by McKinsey Co.– UK (2015)  Global management and leadership / Best growing business award– USA (2009 & 2014)  Operator Business Understanding by McKinsey Co.– Italy (2007)  Retail Segmentation Training – Germany (2007)  Principles of Private Banking & Wealth Management – Italy (2007)  Leading people by McKinsey Co.– Italy (2006)  Value Selling – Dubai (2006)  Distribution Landscape and Channel Management – Boston Consultancy Group – TR (2006 & 2016)  Sales Excellence for High end devices and services – Finland Headquarters (2005)  Channel Management Workshop – Booz Allen Hamilton (2005)  Call Center Management for Executives by Sistema & NCR (2003)  Cash management workshop by NCR & Transoft (2003)  European Banking seminar by NCR (Moscow) ( 2003) Work Experience (detailed) Oct.2008 – ongoing Papa John’s Turkey CEO & Telecity Group Companies Board Member Responsibilities: - P&L management - Business Planning and identifying key areas for  Procurement and supply chain management  Quality center for food standards  Commissary for high quality production  New store development for business growth  Innovation for differentiaton & managing competitor landscape - Field Operations to coordinate seamless operations at store level - Working cross-functionally with retail, category, marketing, product, sales, insights and analysts, legal, and PR to deliver high quality channel management and training programs to ensure staff readiness - Develop face to face mechanisms, processes, and measurement of all related parties to align for group targets - Conduct monthly business reviews, face to face dealer meetings, franchisee roadshows for new business development - Annual resource planning for all partnering companies based on agricultural output evaluation and based on outputs from commodity markets - Identify global stakeholder & investor needs, organise face to face meetings for relationship management to achieve prioritization in relevant investor portoflios - Building close contacts with all stakeholders across all markets to ensure Papa John’s commitment as to better ingredients better pizza Achievements: - Developing Papa John’s Premium brand in Turkey and pursuing regional contracts - Launched premium product line for Papa John’s using luxury ingredients i.e.duck, high protein beef, fresh premium cheese - Granted Change Agent Award & joined Operators’ Annual Conference as keynote speaker - Ensuring investor satisfaction thus sustainability across business lines - Developing Telecity group telecom companies to 100 MIO USD turnover level 3 Dec.2004 – Sept.2008 Nokia CMO Turkey – Turkey Chief Sales Officer Responsibilities: Trade customer responsibility and direct report to Expat Country Manager. Responsible for managing and developing key accounts i.e. retail, distributor channels, operator and CES accounts. CSO acts as an operational business manager, relationship manager, sales person and business developer in his/her defined business area. - Acting as main contact point for key customers, key focus on understanding customer strategic and business plans and aligning company objectives - Ownership of key accounts for creating and executing sales and marketing related activities to ensure planning accuracy, optimum profitability and target requirements - Performing and coordinating sales activities in B2B and consumer sector to meet country objectives. - Coordinate and interact with cross functional teams; marketing, import, production and logistics to assure sales targets. - Understanding customers’ key business drivers and uses this knowledge for creating profitable business. This includes identifying premium products and/or solutions and developing a total product offering to meet customer needs - Monitor all competitor activities in order to revise and develop strategies to meet changing trade customer requirements. - Developing and implementing recommendations regarding the relevant operator account - Relationship management for ongoing trade partners and prospects. Achievements:  Offering business consultany for new channel development by activating CES account Vestel.  Contributing to coverage and market share increase by improving the sales in Turkey’s biggest branded retail chain Teknosa.  Contributing to coverage increase nation wide via implementation of global channel management strategies and landscape changes  Business Consultant for successful lounge of navigation solution sales via direct customers April 2001 – Dec.2004 AKBANK, Private Banking & Wealth Management Transition to Alternative Channels & Digitalisation Responsibilities:  In charge of Private Banking Call Center Marketing (Start up business): - Executing all internal & external marketing communications - Designing and leading top notch activities for high net worth individual customers - Leading internal sales for the newly introduced channels - Extensive coaching and training to branch staff across Turkey about wealth management - Supervising the merger of Customer Care, Call Center & back office operations  Analyzing industry developments and competitive behaviour (R&D) to shape sales and marketing activities - Leading the MIS reporting team of 50 people  In charge of pension fund sales to high net worth individuals and product marketing via Call Center team of 50 including agents - Designing sales campaigns and luxury events for premium customers - Ensuring premium service levels and quality of sales force - Collaborating with multiple teams for sales excellence - Monitoring and optimising all costs associated with premium marketing - Etiquette training & coaching to Customer Representatives  In charge of budgeting and optimising operations - ATM Cash management project leader: optimising amount of cash in ATMs by NCR consultants - Dealing with vendors on contract management and service levels  Managing vendor relations: Nixdorf, NCR and Servus - Adherence to contracts - Maintaining operational efficiency: adherence to schedule, quick delivery, online reporting  In charge of ATM PREMIUM operations and ATM PREMIUM hotline 24/7 - Leading ATM monitoring team and ATM mobile teams totalling 50 people - Supervising mobile teams of vendors in terms of service quality and adherence - Ensuring ATM availability targets: ATM customer availability ratio improved %3 in 7 months 4 - ATM hotline established to improve End user services of ATM network Achievements:  Ability to work & communicate effectively with large networks and multiple teams  Awarded on operational excellence, premium service and vendor relations  Recruitment responsibility for developing new teams 5 Sept.1997 – April 2001 PAMUKBANK, Private Banking & Wealth Management Marketing Manager Responsibilities:  Coaching Sales Team and Private Banking Centers: - Product training delivered to 7 private banking centers and 105 Relationship Managers - Budgeting of Private Centers: appointing annual sales targets & supervising adherence - Supervising marketing of various investment products including foreign funds to customers, in collaboration with major investment banks: Citibank Gold, Merill Lynch, JP Morgan  Managed the development of Premium Banking Products including Credit Cards (new line of business): Launch of World Signia / MasterCard  Leading marketing communications with private customers and Private Banking Centers - Creating a community concept - Redesigning Private Banking Concept in co-operation with PR Department  Designed marketing plans to increase product ownership ratio Achievements:  Sales and marketing of core banking products to private customers  Adherence to annual sales targets was %90  Business analysis of the new credit card package, campaign management and scoring tools PAMUKBANK, Business Development Supervisor Responsibilities:  Establishment of the first Call Center in a Turkish Retail Bank - Workforce planning and management - Training the Customer Representatives on deluxe Customer Care  Developing customer and merchant acquisition strategies, Collaborating with merchants: Superonline, Digiturk and other content providers  Brand marketing for Telephone Banking project (IVR) to retail customers  In charge of developing the Internet Channel, www.pamukbank.com.tr, in collaboration with IBM management consultants & Microsoft - Designing operational procedures - Setting up a 24/7 help desk for Internet customers  Designing, developing and leading marketing campaigns for all delivery channels including budgeting  Supervising the E-Commerce project: virtual mall via intranet  Recruiting team members: Graduate recruitment scheme Achievements:  Acquired 25,000 customers in the first year as a result of marketing campaigns  Initiation of the first Contact Center project  Launching bank's first virtual merchant on the internet  Training the help desk, the branch network and the Call Center staff (in line with Internet service level requirements) Aug.1996 – Sept.1997 TSKB Industrial Development Bank of Turkey, Dealer  Dealer in International Money and Capital Markets  FX desk – Trading for customers as well as Proprietary Trading