Senior Manager, Consumer Experience

Allegro Ltd.; Poznań; On-site; PLN 240,000 - 360,000; Full time

Benefits offered by this job

Great offices

Medical package

English classes

Training budget

Volunteer day

Team events

Job summary

Allegro Ltd. in Poland is seeking a senior leader to shape and execute the area strategy for Consumer Experience across omnichannel support teams.

You will drive the budget, set performance targets, and ensure operational readiness for changes affecting buyers and sellers on Allegro's platform. You will own the end-to-end CX program, optimize processes, and champion AI-enabled tools and automation to reduce contact volume while improving quality and cost efficiency.

Qualifications

• Extensive experience managing omnichannel CX in ecommerce.
• Strong analytical skills with KPI management (NPS, CSAT, FCR).
• Fluent English in international environment.

Responsibilities

• Develop and execute the area CX strategy and budget to guarantee the best consumer experience across all channels.
• Ensure operational readiness for changes across Allegro for customers and partners.
• Take ownership of CX performance across all channels and KPI areas (quality, cost efficiency, operational effectiveness).
• Deliver modern CX tools and AI-enabled solutions by defining requirements, coordinating UAT, and monitoring rollout.

Job description

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.

This is the right job for you if:

You have years of experience managing omnichannel customer service and Customer Experience (CX) at an e-commerce scale.

You have an excellent understanding of the Allegro platform (from both the Buyer's and Seller's perspectives) and a deep knowledge of e-commerce market trends and mechanics.

You demonstrate outstanding analytical skills and have experience working with operational and financial data (planning, budget management, cost optimization).

You have practical knowledge of, and the ability to manage, key customer service performance indicators (including NPS, CSAT, FCR, ASA, and cost per contact).

You have experience optimizing business and operational processes (knowledge of Lean, Six Sigma, or related methodologies is a plus) and can successfully eliminate process pain points.

You have practical knowledge of CRM systems, WFM tools, and modern technologies supporting CX (including process automation and AI solutions).

You are a charismatic leader capable of building engaged teams, developing talent, and effectively managing change in a dynamic environment.

You communicate fluently in English (minimum B2/C1 level) to collaborate effectively in an international environment.

You are characterized by a proactive approach, a high standard of professionalism, excellent interpersonal skills, and a strong focus on collaboration and achieving business goals.

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.

Don’t wait until you join us! Let's meet online!

Get to know our team, take a peek at our office life and check out what else we do at Allegro.