Customer Happiness Transformation Lead

G2A.COM is the world's largest marketplace for digital entertainment, serving over 35 million users globally. We are looking for a Customer Happiness Transformation Lead to shape and improve the overall customer experience across our platform, acting as the primary Voice of the Customer to drive business decisions and cross-functional initiatives.

Key responsibilities

• Define and drive the Customer Happiness strategy across the entire customer journey.
• Act as the Voice of the Customer, translating insights into strategic business improvements.
• Identify pain points in the customer path and coordinate initiatives to address them.
• Analyze feedback and behavioral data to influence business priorities and improve metrics like NPS, CSAT, and CES.
• Lead cross-functional cooperation with UX, Product, and Support teams to enhance customer satisfaction.

Requirements

• At least 5 years of experience in Customer Experience, Customer Success, or related fields.
• Proven track record of leading cross-functional initiatives and driving organizational change.
• Strong understanding of customer journey management and Voice of Customer methodologies.
• Excellent analytical skills with the ability to turn data into actionable recommendations.
• Strong stakeholder management and communication skills with English proficiency at B2+ level.

What we offer

• Fully remote work environment.
• Support for your home office with ergonomic furniture and electronic equipment.
• Opportunities for professional development through internal and external training.
• Comprehensive benefits package including private healthcare and wellness programs.
• A culture based on DEI values and a focus on work-life balance.