Senior Manager, Omnichannel CX & Strategy

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

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.