Senior Customer Experience Manager, EU AMZL Concessions

Amazon; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Senior Customer Experience Manager to enhance customer experience and operational efficiency. This role involves managing large-scale programs, developing metrics, and collaborating with teams across various functions to drive continuous improvement. The ideal candidate will have a strong background in project management and customer-centric solutions.

Qualifications

• Experience managing complex, cross-functional projects.
• Proven track record of delivering measurable results through process improvements.

Responsibilities

• Develop and implement programs to improve customer experience.
• Lead complex process improvement efforts and present results to management.
• Build relationships with stakeholders to define and execute solutions.

Skills

Customer Focus

Data Analysis

Stakeholder Management

Process Improvement

Communication

Education

Bachelor's Degree

Advanced degree (MBA, PhD)

Job description

Senior Customer Experience Manager, EU AMZL Concessions

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Description

*Please note: This position can be based in any of the following corporate offices: MAN11 Manchester, MAD15 Madrid, LHR35 London, LIN11 Milan, MUC11 Munich or CDG10 Paris*

Are you passionate about improving the customer experience? Do you strive to design and deploy customer-centric solutions that drive measurable results? If so, the AMZL EU Concessions team is looking for a Senior Customer Experience Manager to manage large-scale programs that enhance the customer experience and find ways to positively surprise our customers.

As Senior CX Manager, you will be responsible for developing and implementing programs that improve customer experience and operational efficiency through process improvements. You will need to uphold high standards, develop and iterate new processes, and drive continuous improvement activities internally and externally. Building collaborative relationships with teams across operations, training, tech, and corporate is essential to identify solutions and create a delivery experience roadmap. You will also prepare and present regular program updates to senior management on a weekly and monthly basis.

Key job responsibilities

• Customer-Focus: Develop a thorough understanding of customer needs related to deliveries. Use this knowledge to create metrics that drive change and enable AMZL to provide an exceptional delivery experience.
• Deliver Results: Lead complex process improvement efforts, including scope alignment with local and international teams, data analysis, and presenting results to senior management.
• Manage Ambiguity: Understand complex business problems and manage multiple priorities, ensuring critical projects remain visible to leadership and stakeholders.
• Stakeholder management: Build trustworthy relationships with multidisciplinary stakeholders globally to understand and evaluate business priorities, define shared opportunities, and establish information sharing mechanisms. Collaborate to define and execute innovative solutions for customers, influencing with and without authority.
• Drive best practices: Focus on outcomes for customers. Identify and own EU initiatives to optimize operational teams. Maintain high performance standards and drive continuous improvement across the business.
• Plan and execute: Develop and implement weekly and monthly action plans to deliver programs as per the roadmap.
• Data analysis: Identify and analyze data to resolve issues, develop solutions, and prioritize CX improvement opportunities.

Minimum qualifications

• Bachelor's Degree
• Experience managing complex, cross-functional projects
• Experience developing operational processes that improve customer experience
• Proven track record of delivering measurable results through process improvements and technology
• Experience presenting to and influencing senior leadership
• Managing multiple projects with competing deadlines

Preferred qualifications

• Advanced degree (MBA, PhD) or Bachelor's in Science, Engineering, Logistics, or related fields
• Six Sigma certification and/or Lean methodologies experience
• Experience in transportation, logistics, or carrier operations
• Ability to analyze complex data and deliver data-driven solutions
• Leading projects without direct reporting relationships
• Developing and launching new business initiatives
• Working backwards from customer needs
• Excellent communication skills across organizational levels
• Ability to work autonomously in a fast-paced environment

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