Delivery Experience Strategy Lead

Allegro; Poznań; On-site; PLN 260,000 - 600,000; Full time

Benefits offered by this job

English classes

Training budget and cross-functional研

Volunteer day

Company events

Job summary

Allegro in Poznań seeks a senior Delivery Experience leader to shape strategy and drive a high-performance team delivering exceptional customer experiences on the platform. You will optimize processes, lead CX initiatives, and ensure readiness for feature rollouts across the Allegro ecosystem.

The role requires strong leadership, CX KPI focus, and hands-on process optimization within a dynamic ecommerce environment, with opportunities to implement AI-driven innovations.

Qualifications

• Experience building Delivery Experience processes.
• Proven leadership of large teams in e-commerce logistics.
• Strong understanding of CX KPIs (ASA, NPS, FCR).
• Hands-on process management and optimization methodologies.

Responsibilities

• Shape and execute area strategy, plans and budget for Delivery Experience.
• Ensure operational readiness for rolling out new features on Allegro platform.
• Identify pain points and optimize processes to reduce unnecessary contacts.
• Own key CX KPIs and cost optimization across service channels.
• Define requirements for AI-driven tools and perform UAT testing.
• Foster a collaborative, development-focused team culture.
• Lead delivery experience to the highest standard with deep domain expertise.

Skills

Delivery Experience

Leadership

Process optimization

CRM/WFM systems

English proficiency

Tools

CRM systems

WFM systems

Job description

Allegro in Poznań seeks a senior Delivery Experience leader to shape strategy and drive a high-performance team delivering exceptional customer experiences on the platform. You will optimize processes, lead CX initiatives, and ensure readiness for feature rollouts across the Allegro ecosystem.

The role requires strong leadership, CX KPI focus, and hands-on process optimization within a dynamic ecommerce environment, with opportunities to implement AI-driven innovations.