Customer Experience Manager
Customer Experience Manager
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Job Description
What will your job consist of
Manage and develop four teams led by Team Leaders responsible for supporting merchants in onboarding to the Allegro platform (account registration proactive KYC/AML verification and account reverification).
Oversee activation and management of financial operations on merchant accounts (account payout activations managing account blocks account information changes).
Lead initiatives to solve merchant onboarding and account management problems ensuring a seamless experience and minimizing barriers to entry and growth on Allegro.
Proactively identify and drive initiatives aimed at lowering Contact Rate increasing automation and improving merchant experience (tNPS).
Design implement and optimize service processes supporting merchants on Allegro focusing on scalability efficiency and high service quality.
Set goals for teams aligned with Allegros strategy monitor and report on team performance (efficiency case resolution times Contact Rate tNPS).
Cooperate closely with crossfunctional teams: Commerce Technology (MEX) Trust & Safety Allegro Finance (AML/KYC Payments) to streamline onboarding and account management journeys.
Regularly analyze data to identify pain points and inefficiencies and propose datadriven improvements.
Develop Team Leaders and teams competencies through coaching feedback and targeted development initiatives.
Foster a culture of ownership customercentricity innovation and continuous improvement.
Why should you work with us
You will have a real and measurable impact on Allegros merchant experience and business success.
You will lead initiatives improving merchant satisfaction automation rates and the quality of onboarding and account services.
You will work closely with experienced leaders across Customer Experience Technology Commerce Compliance Payments and Merchant Operations.
You will contribute to Allegros success not only in Poland but across the broader CEE region.
We offer
Welllocated offices with excellent facilities (equipped kitchens bike parking).
A wide range of benefits under a cafeteria plan you choose (e.g. private medical care sports cards insurance vouchers).
Work with topclass specialists and experts in merchant experience onboarding and financial operations.
A training budget and access to MindUp our internal learning platform.
A collaborative innovative and impactdriven work environment.
The offer is addressed to individuals who:
Have experience in managing multiple teams through Team Leaders in customer service presales or onboarding areas.
Are familiar with KYC AML processes and basic account and financial operations for business clients.
Have experience driving initiatives to lower Contact Rate boost automation and improve customer satisfaction metrics.
Communicate fluently in English.
Are highly goal and dataoriented capable of analyzing problems and proposing effective scalable solutions.
Value collaboration transparency and crossfunctional cooperation.
Show strong ownership creativity and resilience in a dynamic environment.
Send in your CV and see why it is #dobrzetuby (#goodtobehere)
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
