Customer Experience Manager

We are looking for a passionate and experienced Customer Experience Manager to join our team at Groupon. This role is critical in advocating for our customers’ needs, driving improvements in customer satisfaction, and ensuring a seamless experience across all interactions. The ideal candidate will work closely with cross-functional teams to identify and solve customer-related challenges, using data to drive strategic initiatives. This is a senior-level position with the opportunity to influence large-scale changes across the business.

📝 Role overview:

As a Customer Experience Manager, you will lead initiatives to improve customer satisfaction by analyzing feedback, identifying pain points, and collaborating with internal teams to deliver holistic solutions. Your adaptability will be key as you manage projects that range from process improvements to training customer support teams. You will focus on continuous improvement, using data to uncover opportunities and implementing strategies that make a measurable impact on the customer experience. This role will allow you to collaborate with Product, Engineering, Sales, Marketing, Finance, and Legal teams to drive long-term value.

🚀 You’ll spend time on the following:

• Collecting and analyzing customer feedback to develop actionable improvement strategies.

• Designing and implementing customer-centric processes that enhance satisfaction and loyalty.

• Measuring and tracking the return on investment (ROI) for customer experience initiatives.

• Preparing reports on key customer satisfaction metrics to guide senior management decisions.

• Leading cross-functional teams in the development and execution of solutions to resolve complex customer issues.

• Delivering training programs to enhance the capabilities of customer support teams.

• Collaborating with various stakeholders across commercial, legal, and operational departments to align on customer needs and improve processes.

• Supporting the development and optimization of marketplace tools and self-service platforms.

✏️ Qualifications :

• Bachelor’s degree in Business, Marketing, Communications, or a related field (Master’s degree preferred).

• Advanced certifications in Customer Experience, Customer Relationship Management, or related areas are a plus.

• Minimum of 5 years of experience in customer experience or a related role, with senior or leadership experience preferred.

• Proven ability to drive significant improvements in customer satisfaction and loyalty through data-driven strategies.

💪 ​Skills & Competencies:

• Strong analytical skills and expertise in data interpretation and customer journey mapping.

• Proficiency in tools such as Tableau, SQL, and Salesforce.

• Excellent problem-solving abilities and experience in creating scalable solutions.

• Proven project management skills with the capacity to handle multiple high-impact projects.

• Effective communication skills with the ability to present complex data clearly to all stakeholders.

• Fluency in English, both written and spoken.

• Ability to manage high-pressure situations and crises effectively.

• Capability to drive innovation and foster a performance-driven culture.

• Capacity to manage and thrive under pressure, maintaining focus on objectives.

• Confidence to make decisions and take charge in directing teams and initiatives.

• The ability to thrive in an environment with deadlines and shifting priorities is crucial for success in this role.

🌎 Location:

• Warsaw

• We work in a hybrid model - 2 day per week in the office, 3 days remotely. 

💬 What is our mindset? 

• We compare ourselves to a sports team, striving to assemble the best team with the available resources.

• While maintaining values like fairness, mutual support, and respect, we also focus on performance, aiming to build a top-notch organization capable of delivering excellent results quickly. 

• Our culture is built on courage, ambition, and is strongly meritocratic, allowing the most capable individuals to grow rapidly.

• Deconstruct the system into the smallest building blocks.

• Clearly articulate key issues and communicate next action steps.

• Deliver results under pressure, focusing on weeks rather than years during the transformation period.

• Learn more about us on the landing page

Join us in this transformative journey at Groupon, where your impact will drive our success and create lasting value for our customers and vendors. 🚀

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.

Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings, always check our official careers website at grouponcareers.com.

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.

Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings, always check our official careers website at grouponcareers.com.