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Customer Experience Director

1 tydzień temu

Poznań, Greater Poland Allegro Pełny etat

Job Description

We are seeking an experienced Customer Experience Manager to lead our international team of Customer Experience Leaders and experts in the Logistics Delivery Area. As a key member of our organization, you will be responsible for delivering high-quality service and exceeding performance targets.

  • You will take charge of developing service and delivery support processes, resolving complex customer, merchant, and courier issues.

  • You will drive the development of your team's 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) - with a main focus on logistic processes such as claims, carrier communication, and internal client interactions.

  • You will own process flow, create and implement projects to increase satisfaction of Allegro customers and improve quality standards of their support.

  • You will identify and remove barriers and limitations of efficiency and quality of service development, increasing efficiency and productivity while minimizing transactional time.

  • You will collaborate with cross-functional, international teams, including Commerce, Delivery Operations, and Tech to advocate for CX delivery needs and drive initiatives to enhance experience.

  • You will stay up-to-date on industry trends, best practices, and competitor activities to provide insights and recommendations for improvement.

  • You will handle escalated merchant issues and complaints, demonstrating empathy and professionalism in resolving problems and ensuring merchant satisfaction.

  • You will contribute to training plans to support ongoing learning and development within the team.

  • You will foster a positive and inclusive team culture promoting collaboration, innovation, and continuous improvement.