Engagement Business Owner (Client Panel)

About Wakacje.pl

We are an organization that has been fulfilling the travel dreams of Poles for 25 years. Wakacje.pl is the largest e-commerce platform in Poland and a network of travel agencies offering a wide range of travel products. Since 2015, we have been part of Wirtualna Polska Holding – the largest Polish group of media and e-commerce companies. At Wakacje.pl, we offer thousands of domestic and international trips, as well as travel insurance, airport parking, and holiday vouchers. We constantly expand our offer to best meet our customers' needs. If you approach life with #ENERGY, value #HONESTY AND OPENNESS, focus on #CUSTOMER UNDERSTANDING and #COLLABORATION at work, carry out your tasks with high #EFFICIENCY and #RESPONSIBILITY, and want to play a key role in making us #INNOVATIVE – join us!

About us:

Our team designs and evolves self-service experiences across the entire purchase journey and within the customer panel. In this role, you’ll take full ownership of the Client Panel — the central place where users manage their bookings, payments, communication, and all after-sales needs. You’ll define the vision, shape the roadmap, and drive ongoing improvements to ensure that every interaction is seamless, intuitive, and truly empowers users to handle everything on their own.

Key responsibilities:

• Lead the development and optimization of the Client Panel across all Invia Group markets (Poland, Czech Republic, Slovakia, Hungary),

• Design and deliver features that increase engagement and login rates, both pre- and post-purchase,

• Drive the integration of post-sale processes into the panel, improving convenience and self-service capabilities,

• Collaborate on post-sale communication strategies, including automated messages, notifications, and payment reminders,

• Partner closely with Customer Service, IT, and UX teams to automate workflows and improve the flow of information,

• Create and maintain as-is / to-be process maps for the Client Panel,

• Develop self-service mechanisms such as requests, statuses, notifications, chat, and booking history,

• Analyze user behavior and experience metrics (UX patterns, login data, click paths, response times, resolution rates),

• Define and track KPIs for the Client Panel (e.g., logged-in users, self-service case resolution rate),

• Work with UX/UI specialists on usability testing and research to continuously improve the user experience,

• Report on results, identify improvement areas, and prioritize the development backlog based on customer value and business impact. 

Requirements:

• At least 3 years of experience in product or process management within e-commerce or digital services, 

• Proven experience improving user experience (UX) and implementing self-service features,

• Strong ability to map customer journeys, identify bottlenecks, and optimize service flows,

• Solid understanding of customer service and after-sales processes, including ticketing and two-way communication systems,

• Ability to define and monitor KPIs and translate data into actionable insights,

• Experience collaborating with IT and UX teams on design, implementation, and testing,

• Excellent communication and stakeholder management skills – able to balance user needs with business priorities,

• Background in the travel industry or a strong interest in digital travel experiences is an advantage.

What do we offer:

Workplace safety and comfort:

• Employment based on an employment contract or B2B,

• Fully remote work or a hybrid model in Gdańsk, Warsaw, or Wrocław, with occasional visits to the headquarters in Gdańsk,

• Full support during the onboarding period under the supervision of an engaging leader.

Business agency and agility:

• Real influence on business decisions, the ability to take initiatives and implement your ideas. 

Development within the organization:

• Individual Development Plan,  

• Participation in training courses and conferences to enhance professional competencies.

All-inclusive for Employees:

• A benefits package that you can use according to your preferences – Lux Med medical care, Health and Life Insurance (PZU and Warta), Multisport card, shopping and lunch vouchers, and many other cafeteria offers available on the Worksmile platform,

• Study Tour – trips abroad to explore our product offerings (destination tours and hotel audits),

• A training and webinar package supporting professional and personal development, 

• Discounts on our products for employees and their families,

• Employee Referral Program – we pay up to 10,000 PLN for a referral, depending on the position the referred person will take, 

• Teambuilding events for the start and end of the tourist season – check them out: Instagram, LinkedIn, Tiktok, Facebook, 

• Mini events, delicious coffee, and on Mondays, hot chocolate,

• Casual dress code.