Customer Experience Manager

We're searching for a Customer Experience Team Manager to join our dynamic and fast-growing organization. The Team Manager will take on key responsibilities, including managing our support teams for clients, merchants, and couriers, and leading initiatives to improve service processes and customer satisfaction.

Your main responsibilities:

• Managing the CX Teams: Lead the customer experience (CX) teams responsible for supporting Allegro's clients, merchants, and couriers in the delivery area

• Improving Service Processes: Support the development of service processes and delivery support with the goal of improving customer, merchant, and courier service in the logistics area

• Team Development & Communication: Support the team's professional development and ensure effective communication across the team

• CX Delivery Process Optimization: Set goals and monitor team performance, focusing on logistics processes such as claims, communication with carriers and internal customers, and controlling the flow of funds after claims decisions. You will also analyze and report on key performance indicators (KPIs) like efficiency, productivity, and cost-to-GMV

• Enhancing Customer Satisfaction: Take ownership of the process flow by creating and implementing projects and initiatives to increase customer satisfaction and improve support quality standards

• Removing Barriers: Identify and remove barriers and limitations to improve the efficiency and quality of service development, and increase productive and transactional time

• Cross-Functional Collaboration: Collaborate with cross-functional and international teams, including Commerce, Delivery Operations, and Tech, to advocate for CX delivery needs and drive initiatives to enhance their experience

• External Courier Collaboration: Partner with external courier companies to improve customer service

• Staying Up-to-Date: Stay current on industry trends, best practices, and competitor activities to provide insights and recommendations for improvement

• Handling Escalated Issues: Handle escalated merchant issues and complaints, demonstrating empathy and professionalism to resolve problems and ensure merchant satisfaction

• Fostering a Positive Culture: Foster a positive and inclusive team culture that promotes collaboration, innovation, and continuous improvement

This is the right job for you if you have:

• A minimum of 4 years of experience managing a customer service team and you operate with a "customer-first" mindset

• A deep understanding of the transportation services market and logistics processes

• Knowledge of operational management, quality metrics, and performance measurement in customer service

• Very good command of the English language (B2+ is a must)

• The ability to analyze data, draw conclusions, and make data-driven recommendations

• The ability to work effectively on a team and collaborate with different areas and levels of the organization (e.g., IT, Commercial Team, DEX)

• A proactive, creative, and innovative approach with a strong sense of ownership

• The ability to thrive in a dynamic environment and manage change

What we offer:

• Well-located offices with fully equipped kitchens and bicycle parking facilities, along with excellent working tools

• A wide selection of fringe benefits through a cafeteria plan where you can choose what you like (e.g., medical, sports or lunch packages, insurance, and purchase vouchers)

• A supportive team environment with top-class specialists and experts

• A training budget and access to MindUp, our internal educational platform with training courses on work organization, communication, motivation, and various technologies