Director
PwC CONSULTING
Total years of experience :10 years, 2 Months
Customer Impact Practice
* Mustafa is the leader of Customer Impact Practice at PwC Turkey, where full ranges of solutions
around sales, marketing and digital transformation services are under his responsibility. He is also
currently leading the Retail & Consumer practice at PwC Consulting Turkey.
* Mustafa coordinated a transformation project, in which Boyner Group companies are transformed into
a multichannel and more customer centric structure from the perspective of new trends, both in retail
and major industries. He has managed teams both within the holding and group companies with
analytical and channel dimensions.
* Prior to that, in his role at Boyner Holding, Mustafa engaged in conducting analysis prior to starting up
new businesses and preparing detailed business plans for new ventures. In his role, he identified,
negotiated and managed strategic relationships within the group companies, particularly in marketing
and sales domains with a reporting responsibility to the executive board. He was also responsible for
coordinating consulting teams and monitoring fiscal targets for the group companies.
* Mustafa worked as a Manager in CHT (Communications& High-tech) function of Accenture Turkey
Office. He took role in strategy and business development for telecommunication clients. In his project,
he acted as a delivery lead for a leading telecommunications operator on Group IT governance and
processes development. He assessed organization structure within group companies for potential
improvement opportunities and centralization for efficiency and effectiveness and led the stream to
design centralized group governance processes, principles, roles and
* As part of the business development responsibility, Mustafa worked on following trends and
opportunities in the markets (EMEA), generating leads, scope and the business proposals to meet
country or practice specific company targets across industries (particularly Telecommunications and
Retail).
* Mustafa managed the team where the existing loyalty programme of the leading online retailer of the
EMEA Region, Hepsiburada.com, Istanbul, was assessed, ideal structure of differentiated earn/burn
mechanism, hard & soft benefits and processes were designed and implementation plan was
developed.
* Mustafa also took part in Behaviour Based ARPU Stimulation project at Turkcell, Istanbul where he
analysed customer behaviours, identified tactical micro segments, defined expected and unexpected
behaviour patterns per segment and developed an offer matching mechanism to retain and upgrade
existing customers.
the retention management project at Saudi Telecom, Riyadh, as the Project Manager, Mustafa
coordinated the activities of developing retention capability at Customer Service Office, uplifting
retention capability at the Retention Team, improving retention/winback performance and
standardization and institutionalization of Retention Capabilities at STC.
* In Qatar Telecom, Doha, Mustafa worked on the transformation of QTel Call Centre from a product
oriented structure (internet-mobile-fixed) to an integrated (multi-skilled) customer centric structure and
he was responsible for the overall ownership of roadmap implementation, coordination of initiatives,
monitoring of progress on initiatives, provision of conceptual guidance to initiative owners, facilitation
of integrations to relevant business units and execution of change management activities through the
Call Centre.
* At Cell C South Africa, Mustafa worked on the establishment of SME Channel Strategy, determination
of sales targets by the key products as well as the commission system. He was also responsible for
creating new revenue streams in the CSTs (Community Services Telephone Division) in order to
increase the market share of Cell C in the communities.
* In Saudi Telecom, he managed the PMO establishment project which involved staffing, portfolio
implementation support for selected strategic projects, framework process/templates advancement of
PMO, training of PMO staff and execution of communication activities across the company.
* In the project at Turk Telekom, Mustafa worked in the advancement of the dealer network, where the
competition in F2F channels in telecommunication market increased day by day and the company had
opportunities to upgrade and modify its dealer network.
* At the project in one of the largest banks of the EMEA Region, Isbank, Turkey, Mustafa was
responsible for the segmentation of corporate customers in the light of best practices, understanding
their needs and definition of segment strategies.
* In Turkcell, Turkey, he was engaged in evaluation of the organizational structure alternatives in the
light of development opportunities and world-wide best practices and the selection of the ideal
organization structure.
MİGROS
* Before taking part in Peppers & Rogers Group, Mustafa worked as a Marketing Specialist in Migros
Turk T.A.Ş. and was responsible for stock, sales, marketing and category management, purchasing of
different categories such as house and personal cleaning products, evaluation of the new products
and private label management.
Russia/CIS/Turkey LLM Award Dissertation: The Regulation of Convergence in the Telecommunication Industry
Dissertation: Software Patents in the European Union
CERTIFICATES & TRAINING * Consultancy Skills Training * Galatasaray University European Union Politics Certificate Program * Galatasaray University Middle East Politics Certificate Program COMPUTER & FOREIGN LANGUAGE SKILLS * Excellent writing / speaking skills in English * Intermediate level writing / reading skills in German * MS Office Programs, SPSS (Clementine) DISSERTATION(S) & PAPERS & ARTICLES * “Factors of Investment Decision for Multinational Corporations: The case of Turkey", Journal of Turkish Weekly, March 2010 * “The Regulation of Convergence in the Telecommunication Industry”, LLM. Dissertation , University of Warwick, September 2009 * “Telecom Do's and Don'ts in the Economic Downturn”, Strategic Insight, Ask the Expert, 1to1 Weekly