Senior Customer Experience Manager, EU AMZL Concessions

TN United Kingdom; Manchester; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Customer Experience Manager to enhance customer satisfaction across multiple regions. This role involves leading large-scale programs aimed at improving delivery experiences and operational efficiency. You will collaborate with various teams to develop innovative solutions and drive continuous improvements. The ideal candidate will have a strong background in project management and a passion for customer-centric solutions, ensuring that the company remains at the forefront of exceptional service delivery. If you're ready to make a significant impact in a dynamic environment, this opportunity is for you.

Qualifications

• Experience managing complex, cross-functional projects.
• Demonstrated experience developing operational processes.

Responsibilities

• Develop and implement programs to improve customer experience.
• Lead complex process improvement efforts and present results.

Skills

Project Management

Customer Experience Improvement

Data Analysis

Stakeholder Management

Process Improvement

Education

Bachelor's Degree

MBA or PhD

Tools

Six Sigma

Lean Methodologies

Job description

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Senior Customer Experience Manager, EU AMZL Concessions, Manchester

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Client:

Amazon UK Services Ltd.

Location:

Manchester, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

223a1aea8ca1

Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job 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? 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 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