Customer Experience Manager

What will your job consist of? 

• You will manage a team of 4-6 leaders and up to 100 total number of advisors
• You will support the development of the teams' competencies and ensure effective communication between them
• You will set goals based on Allegro's strategy, monitor and report team performance (efficiency, productivity, KPI realization, cost to GMV)
• You will own the process flow, create and implement projects and initiatives to increase satisfaction of Allegro customers and improve the quality standards of their support
• You will solve complex problems of customers and take measures to prevent a decline in their satisfaction and 
• Identify and remove barriers and limitations to efficiency and quality of service
• Establish service processes that increase efficiency and productive time
• You will cooperate and will be a part of CX global managerial team

Why should you work with us?

• In this role you will directly observe how your work and commitment translate into the satisfaction of our customers and the development of Allegro
• You will significantly contribute to building the best customer service in Poland and CEE
• You will work with a team of experienced and goal-focused leaders and advisors who are guided by the "customer first" principle in their work
• You will create solutions to increase the satisfaction of customers and measure the effects of implemented changes 

We offer

• Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools 
• A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers)
• Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise
• Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)

 The offer is addressed to individuals who:

• Have min. 4 years of experience managing a team in the customer service area and work according to the "customer first" principle
• Have knowledge of operational management and quality metrics and performance measurement in customer service
• Have a very good command of the English language (min. B2+)
• Are goal-oriented, able to analyse data, draw conclusions and make recommendations based on it
• Care about the atmosphere in the team, are communicative and able to work in a team and effectively cooperate with different areas and levels of the organisation (e.g.: IT area, Commercial team, DEX)
• They show initiative, are creative and innovative, and take responsibility for their actions
• They find themselves in a dynamic environment and can manage change

Send in your CV and see why it is #dobrzetubyć (#goodtobehere)