Customer Experience Leader

About the role

Allegro Retail is seeking a natural leader to shape the strategic direction of its Customer Experience team in Ostrava. You will combine strong people‑care with a data‑driven mindset to continuously raise service standards and ensure every customer interaction is outstanding.

Key responsibilities

• Lead and develop the CX team supporting Allegro Delivery operations, providing coaching, feedback and clear priorities.
• Monitor and improve key CX metrics such as NPS, CSAT and FCR to drive service quality.
• Identify pain points in the customer journey and implement process improvements for customers and partners.
• Support recruitment, onboarding and professional growth of new team members.
• Act as the Voice of the Customer, turning feedback into actionable improvements across products, services and internal processes.

Required profile

• Native or C1‑level Czech and English at B2 level or higher.
• Proven experience leading teams in Customer Experience, Support or Account Management.
• Data‑driven mindset with hands‑on use of CX metrics for decision‑making.
• Excellent communication, calm conflict resolution and strong interpersonal skills.
• Proactive attitude, passion for continuous improvement and strong organizational abilities.

Required skills

What we offer

• Up to 29 days of paid leave per year (including vacation, Relax Days, Sick Days and Volunteer Day).
• Paid day off for a child’s first day of primary school.
• Sabbatical leave eligibility after three years of service.