Senior Customer Experience Manager, EU AMZL Concessions

Amazon; London; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading company is seeking a Senior Customer Experience Manager to enhance delivery services across Europe. The role demands a strong focus on customer-centric solutions and collaboration across various teams, targeting measurable improvements in customer satisfaction and operational efficiency.

Qualifications

• Experience managing complex, cross-functional projects.
• Track record of delivering measurable business results.
• Experience presenting to and influencing senior leadership.

Responsibilities

• Develop a thorough understanding of customer needs related to deliveries.
• Lead complex process improvement efforts.
• Build trustworthy relationships with multi-disciplinary stakeholders.

Skills

Customer Focus

Process Improvement

Data Analysis

Stakeholder Management

Communication

Education

Bachelor's Degree

Advanced degree (MBA, PhD) or Bachelor's in Science, Engineering, Logistics

Job description

Senior Customer Experience Manager, EU AMZL Concessions

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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: MAD15 Madrid, LHR35 London, LIN11 Milan, MUC11 Munich or CDG10 Paris*

Description

*Please note: This position can be based in any of the following corporate offices: 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? Does coordinating across teams and countries sound exciting? If so, the AMZL EU Concessions team is looking for a Senior Customer Experience Manager to manage large-scale programs that improve the customer experience and find ways to positively surprise our customers with our services.

As Senior CX Manager, you will be responsible for developing and implementing highly impactful programs that improve both customer experience and efficiency by process improvements. Achieving such aspirational goals will require insisting on the highest standards, developing and iterating on new processes, and driving continuous improvement activities internally and externally. You will build collaborative relationships with numerous teams (operations, training, tech, and corporate) to identify solutions and to create and execute a Delivery Experience project roadmap. You will also prepare and execute 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 our deliveries. Use that knowledge to create metrics that drive change and enable AMZL to provide an exceptional delivery experience.
• Deliver Results: Lead complex process improvement efforts incl. scope alignment with local and international teams, data analysis, and presenting results to senior management.
• Manage Ambiguity: Understand complex business problems and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
• Stakeholder management: Build trustworthy relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute innovative solutions for your customers while influencing with and without authority.
• Drive best practices with a focus on outcomes for our customers. You will identify and own EU initiatives that will continue to optimize our highly customer focused operational teams. You will have high performance standards that you will drive continuous improvement across the business.
• Develop and execute weekly and monthly action plans to deliver programs as per roadmap.
• Identify and analyse data to isolate issues, develop solutions and prioritize opportunities for CX improvements.
  
  

Basic Qualifications

• Bachelor's Degree
• Experience managing complex, cross-functional projects
• Demonstrated experience developing and implementing operational processes that improved customer experience
• Track record of delivering measurable business results through process improvements and technology implementation
• Experience presenting to and influencing senior leadership audiences
• Experience managing multiple concurrent projects with competing deadlines
  
  

Preferred Qualifications

• Advanced degree (MBA, PhD) or Bachelor's in Science, Engineering, Logistics, or related field
• Six Sigma certification and/or experience with Lean methodologies
• Experience in transportation, logistics, or carrier operations
• Proven ability to analyze complex data and deliver data-driven solutions
• Strong track record of:
• Leading projects without direct reporting relationships
• Developing and launching new business initiatives
• Working backwards from customer needs
• Excellence in written and verbal communication across all organizational levels
• Demonstrated ability to work autonomously in a fast-paced environment
  
  

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.


Company - Amazon UK Services Ltd.

Job ID: A2949782

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management, Management, and Product Management

• Industries

  Software Development

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