Opis oferty:

Customer Experience Manager; Your main responsibilities: 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 re-verification). 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 Allegro’s strategy, monitor and report on team performance (efficiency, case resolution times, Contact Rate, tNPS). Cooperate closely with cross-functional 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 data-driven improvements. Develop Team Leaders and teams’ competencies through coaching, feedback, and targeted development initiatives. Foster a culture of ownership, customer-centricity, innovation, and continuous improvement.

Wymagania:

• Have experience in managing multiple teams through Team Leaders in customer service, pre-sales, 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 data-oriented, capable of analyzing problems and proposing effective, scalable solutions.
• Value collaboration, transparency, and cross-functional cooperation.
• Show strong ownership, creativity, and resilience in a dynamic environment.

Dodatki i korzyści:

• Well-located 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 top-class 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 impact-driven work environment.