Customer Experience Leader

As our business continues to grow, so does the number of our customers and partners. That's why we're looking for a true leader by nature who will drive the development and strategic direction of our Customer Experience team in Ostrava.

We're not just looking for a manager to "handle customer requests" or oversee schedules. We want someone with a genuine leadership mindset - a leader who truly knows how to take care of their people, empower them, and nurture their potential. At the same time, great empathy must go hand-in-hand with hard facts: you must be fiercely data-driven, continuously raising service standards, and ensuring every single customer interaction delivers an outstanding experience.

If you're passionate about Customer Experience, fluent in Czech, and know how to perfectly balance exceptional people care with high performance standards, we'd love to hear from you!

Your main responsibilities:

• Leading and developing the Customer Experience team responsible for supporting Allegro Delivery operations, including parcel-related inquiries and cooperation with depots. You'll provide regular coaching, constructive feedback, and clear priorities while supporting the professional growth of your team members and fostering collaboration and engagement.
• Driving service quality and customer satisfaction by monitoring key CX metrics such as NPS, CSAT, and FCR, while continuously improving our service standards.
• Optimizing the customer journey by identifying process pain points and implementing solutions that make life easier for both customers and business partners.
• Supporting recruitment and onboarding by playing a key role in hiring new team members and ensuring they have a smooth start with the company.
• Acting as the Voice of the Customer by transforming customer feedback into meaningful improvements across products, services, and internal processes in collaboration with cross-functional teams.

This is the right job for you if:

• Native or C1-level Czech and English at B2 level or higher.
• Proven experience leading teams, preferably within Customer Experience, Customer Support, or Account Management.
• A data-driven mindset with hands-on experience using CX metrics such as NPS, CSAT, CES, or AHT to support decision-making.
• Excellent communication and interpersonal skills, with the ability to actively listen, resolve complex situations calmly, and build positive customer relationships.
• A proactive attitude and a passion for continuous improvement, innovation, and delivering exceptional customer experiences.
• Strong organizational skills, the ability to prioritize effectively, manage multiple tasks, and pay close attention to detail.

What we offer:

• Enjoy up to 29 days off per year (20 vacation days, 5 additional Relax Days, 3 Sick Days, and 1 Volunteer Day), plus a paid day off to accompany your child on their first day of primary school. After three years with Allegro, you'll also become eligible for our Sabbatical Leave program.
• Meal support in the form of meal vouchers or a meal allowance, with a company contribution of 70 CZK per working day.
• A monthly Benefit Plus Cafeteria allowance that fully covers the cost of your MultiSport card or can be used for a wide range of other benefits.
• Additional financial support, including a 5,000 CZK bonus for the birth or adoption of a child, a 500 CZK monthly pension contribution after the probation period, and long-service awards through the Benefit Plus Cafeteria.
• Well-being support through Mindgram, providing free, confidential psychological assistance for you and your family, available 24/7.
• A comprehensive onboarding program designed to help you settle into your new role and team from day one.