Senior Manager, Consumer Experience

Allegro; Poznań; On-site; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Office amenities

Non-wage benefits cafeteria

English classes

Training budget and cross-functional培训

Volunteer day

Company events

Job summary

Allegro in Poznań, Poland, seeks a Customer Experience Leader to develop and execute the area strategy, plans, and budget to guarantee the best CX, aligned with the company's CX strategy.

You will ensure readiness for changes across Allegro, improve processes, own CX KPIs across all support channels (including AI-based solutions), and drive adoption of modern customer service tools while fostering a collaborative, growth-oriented team environment.

Responsibilities

• Developing and executing the area strategy, operational plans, and budget to guarantee the best Consumer Experience (CX).
• Ensuring operational and service readiness for changes implemented across Allegro (customers and partners).
• Improving operational processes, eliminating pain points, and prioritizing changes to reduce contact volume across the CX area.
• Owning operational performance metrics (quality, cost efficiency, and effectiveness) across all customer support channels, including AI-based options.
• Delivering modern and effective customer support tools by defining requirements, coordinating UAT, and monitoring rollout.

Job description

This is the right job for you if:

• Developing and executing the area strategy, operational plans, and budget to guarantee the best Consumer Experience (CX), aligned with the company's overarching CX strategy.
• Ensuring operational and service readiness for new changes implemented across Allegro (for both customers and partners).
• Improving operational processes, eliminating pain points, and prioritizing changes designed to reduce contact volume across the entire customer service area.
• Taking full ownership of operational performance (core CX KPIs such as quality, cost efficiency, and operational effectiveness) across all customer support channels, including automated and self-service options.
• Delivering modern and effective customer support tools (including AI-based solutions) by clearly defining business requirements, coordinating User Acceptance Testing (UAT), and monitoring rollout progress (including go/no-go decisions).
• Cultivating an engaging, open work environment while continuously developing the competencies and career paths of the customer service team.

What we offer:

• Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).
• A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).
• English classes paid for by us.
• A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
• A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
• Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate.

And that's just the beginning! You can read more about the benefits here.

#goodtobehere means that:

• You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.
• You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.
• You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.
• You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.