Customer Happiness Transformation Lead

G2A Group; Warszawa; Hybrid; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid or remote work options

Welcome pack

Private health care

Job summary

G2A.COM is seeking a senior Customer Happiness Transformation Lead to shape and continuously improve the overall Customer experience across the platform. You will serve as the Voice of Customer, ensuring insights guide decisions and roadmaps.

You will lead data-driven initiatives, coordinate across Sales, Support, UX, and Product, and drive measurable improvements in customer outcomes and business performance.

Qualifications

• At least 5 years in Customer Experience, Customer Success, Insights, or Operations.
• Proven track record leading cross-functional initiatives and driving organizational change.
• Strong understanding of Customer journey measurement and VOC methodologies.
• Ability to translate data into actionable recommendations and drive outcomes.
• Excellent stakeholder management and communication across teams and levels.
• Experience in e-commerce, marketplaces, technology, or digital businesses.

Responsibilities

• Define and drive G2A's Customer Happiness strategy across the entire Customer Journey.
• Act as the Voice of Customer, translating insights into improvements and decisions.
• Identify barriers in the Customer Path and coordinate initiatives to address them.
• Analyze feedback and data to identify opportunities and influence priorities.
• Lead cross-functional cooperation to improve Customer experience and KPIs (NPS, CSAT, CES).
• Collaborate with Support, UX, Product and other teams to raise service standards and satisfaction.
• Monitor review platforms and coordinate trust-building initiatives.
• Promote Customer-centric ways of working and adopt best practices.
• Develop and evolve Customer experience measurement frameworks with clear outcomes.

Skills

CX Leadership

Cross-functional leadership

Voice of Customer

Data-driven mindset

Customer journey management

E-commerce / marketplaces

Job description

G2A.COM is the world's largest marketplace for digital entertainment. On our platform, over 35 million people from 180 countries have already purchased more than 145 million digital items. Why? Sellers from all over the world present a rich offering of over 125,000 digital codes for games, software, gift cards, subscriptions, DLCs, in-game items, and various digital entertainment. We are a safe marketplace, where sellers guarantee instant delivery.

What else sets us apart? G2A.COM is a place co-created by a team of around 400 exceptional experts representing 10 nationalities. Most of us work in a hybrid model, some remotely, or on-site in a chosen location. Our R&D center is in Rzeszow, we also have office in Warsaw. The company's main headquarters are in Hong Kong, with the central office in Amsterdam.

We address each other by our first name, we are supportive, and we share knowledge. We operate based on DEI values – Diversity, Equity, and Inclusion and provide extensive development opportunities – in 2025, we delivered approximately 86 development and wellbeing events. We work in a dynamically changing environment, continuously implementing and utilizing the latest technologies such as artificial intelligence (AI) or augmented reality (AR).

Our mission is to seek new opportunities, pursue continuous growth, and deliver engaging entertainment. G2A’s vision is to build and strengthen its position as a leader in the digital industry by creating a comprehensive, integrated digital ecosystem based on innovative technologies and cutting-edge cybersecurity solutions.

As part of our “First in Digital, Digital First” strategy, we emphasize the balance between being external innovators and internal drivers of progress—leading digital transformation while simultaneously developing people to thrive in an ever-changing environment. This approach allows us to shape a future where technology and human potential go hand in hand, delivering exceptional results and driving sustainable growth.

We regularly check job satisfaction. According to the latest survey, as many as 96% of people trust themselves and support one another, 97% appreciate teamwork, and 83% highly value managerial support. The average tenure at G2A.COM is an impressive 5 years. This is simply a place where people want to be.

We place particular emphasis on maintaining a healthy work–life balance, as well as on the value of Deliver Value – providing value to the user, the company, oneself, and the people we work or collaborate with

By joining us, you will have the opportunity to collaborate and create projects with international brands such as Google, PayPal, Amazon, VISA, Mastercard, PayU, EY, Synerise, Modivo, Empik, and Microsoft. We think and act globally, and in our daily work, we are guided by analysis and data, although intuition and experience-based insights are also considered a significant asset. We invite you to join us on the journey of co-creating Gate2Adventure – the gateway to the world of digital entertainment.

We’re waiting for you!

At G2A, we believe that Customer journey is one of the key drivers of loyalty, trust, and long-term business growth.

As Customer Happiness Transformation Lead, you will be responsible for shaping and continuously improving overall Customer experience across G2A. Acting as the Voice of Customer, you will ensure Customer needs, feedback and insights are reflected in business decisions, processes and priorities. You will play a key role in building a Customer‑centric organization by driving cross‑functional initiatives that improve Customer satisfaction, Customer outcomes, and business performance.

This role requires strong stakeholder management skills, a data‑driven mindset, and the ability to drive change across teams.

You're a perfect match for the role, if:

• You have at least 5 years of experience in Customer Experience, Customer Success, Customer Insights, Customer Operations, or a related field
• You have a proven track record of leading cross‑functional initiatives and driving organizational change
• You have a strong understanding of Customer journey management, Voice of Customer methodologies, and Customer experience measurement
• You're familiar with Customer experience and Customer operations/support metrics and know how to use them to drive improvements
• You have strong analytical skills and can turn data and Customer insights into clear, actionable recommendations
• You have excellent stakeholder management, communication, and influencing skills and can effectively engage people across different teams and levels
• You have a data‑driven mindset and a strong focus on delivering measurable outcomes
• You have experience in e‑commerce, marketplaces, technology, or digital businesses
• You have English skills at B2+ level

Your responsibilities:

• Define and drive G2A's Customer Happiness strategy across the entire Customer Journey
• Act as the Voice of Customer, ensuring customer insights are translated into business improvements and strategic decisions
• Identify barriers and pain points across the Customer Path, and coordinate initiatives aimed at addressing them
• Analyze Customer feedback, behavioural data, and Customer service insights to identify improvement opportunities and influence business priorities
• Lead cross‑functional cooperation and coordinate initiatives aimed at improving Customer experience,
• Drive initiatives aimed at improving metrics, including NPS, CSAT, CES, sentiment, Customer service, and reputation scores
• Work closely with Customer Support, UX, Product and other teams to improve service standards, Customer satisfaction, and overall Customer experience
• Monitor Customer review platforms, and coordinate initiatives aimed at improving Customer trust and perception
• Promote Customer‑centric ways of working across the organization and support the adoption of Customer‑focused best practice,
• Develop and evolve Customer experience measurement frameworks and ensure progress is tracked through Customer and business outcomes

Why joining us worth it?

• You can choose hybrid or even fully remote work
• You'll receive the tools necessary for your work, such as a laptop or/ and a phone
• We can provide your home office with ergonomic furniture and electronic devices, such as: footrests, exercise balls, chairs and lumbar supports, monitors, mousepads, laptop docking stations, mice, keyboards, and headphones
• We care about the work‑life balance and wellbeing of our team
• We provide opportunities for you to turn your ideas into reality and we appreciate such initiatives
• We support skill and knowledge development via internal and external trainings
• We work according to the values of DEI: Diversity, Equity & Inclusion
• We support grassroots initiatives and charities
• We offer valuable benefits, such as the welcome pack, Motivizer vouchers (250 points/PLN employees can spend on a variety of services and products from known brands available on the platform), private health care, MultiSport card, the opportunity to participate in internal and external trainings and industry conferences, and many more
• You will receive discount codes to use on the G2A.COM sales platform so that you can enjoy the benefits of our offers and services

What we offer

Hybrid and/or remote

MultiSport card

Work resources

G2A discount codes

Welcome pack

Development of skills

Intracompany trainings

External trainings

Other

Diversity, Equity & Inclusion

Grassroots initiatives

Charity events

Development and well-being programs

Multisport card

Life insurance

Medical care

Ergonomic workplace equipment

Employee referral program

Discounts on G2A.COM

Ergonomic and electronic equipment

Discounts in the Samsung partner store

Welcome Pack – to start your collaboration off right

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