CX Delivery Lead: Customer & Partner Journeys

Allegro Ltd.; Polska; Hybrid; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work model

Flexible working hours

Discretionary incentive plan

Annual bonus

Well-equipped offices

Fringe benefits cafeteria plan

English classes

Training budget

Volunteer day

Job summary

Allegro Ltd. in Poland seeks a Manager, Business Process Management (CX Delivery) to shape end-to-end Customer Experience for Buyers and Partners within Delivery. You will bridge Delivery Ops, CS, NPS/Research and Product/Tech to drive improvements and scalable CX initiatives.

You will define journeys, set CX standards, reduce friction in logistics workflows, and own core metrics like NPS and CSAT, while mentoring a multilingual team of specialists.

Qualifications

• Proven experience in Customer Experience management with metric focus (NPS, CSAT, CES).
• Strong stakeholder management and cross-functional collaboration with executives.
• Experience leading multicultural teams and mentoring CX professionals.

Responsibilities

• Define, implement, and optimize CX and partner journeys within Delivery.
• Establish CX quality standards and streamline logistics workflows.
• Analyze root causes of inquiries to reduce support tickets and contact rates.
• Own key CX metrics: NPS, CSAT, CES, FCR, and On-Time Delivery perception.
• Lead and develop a multilingual team of CX managers and specialists.
• Bridge Delivery Operations, Customer Service, NPS/Research, and Product/Tech.
• Translate feedback into actionable process improvements and initiatives.

Job description

Allegro Ltd. in Poland seeks a Manager, Business Process Management (CX Delivery) to shape end-to-end Customer Experience for Buyers and Partners within Delivery. You will bridge Delivery Ops, CS, NPS/Research and Product/Tech to drive improvements and scalable CX initiatives.

You will define journeys, set CX standards, reduce friction in logistics workflows, and own core metrics like NPS and CSAT, while mentoring a multilingual team of specialists.