Senior Manager, Consumer Experience

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.

• Send us your CV and… see you at Allegro!

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.

Your main responsibilities:

• 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.