Post-Delivery Experience Manager

il y a 2 jours

Clichy, Île-de-France Amazon France Logistique SAS Temps plein
Job Description

At Amazon France Logistique SAS, we're committed to delivering exceptional customer experiences. As a Post-Delivery Experience Manager, you'll play a critical role in driving experience improvement initiatives in the post-delivery phase of the customer journey.

Key Responsibilities
  • Lead and coordinate strategic projects to continuously improve post-delivery experience and customer satisfaction.
  • Act as the point of contact for CS and various non-CS partner teams, including Retail, Reverse Logistic, Technical Teams, and After Market Services.
  • Create and own a metrics framework to track post-delivery experience and emerging issue detection.
  • Surface and investigate new ideas through data analysis and process improvement.
  • Challenge negative effects on the customer experience prior to new launches.
  • Keep management informed of changes in and outside CS that impact customer experience and CS Operations.
Requirements
  • Fluent in French and English.
  • Bachelor's degree in Management, Business Administration, or a related area.
  • Experience managing cross-functional programs, including external and internal stakeholders.
Preferred Qualifications
  • Strong delivery record.
  • Work experience in customer service.
  • Data-driven decision making or quantitative analysis skills.
  • Excellent communication skills, ability to simplify complex topics for broad audiences.
  • Experience with root cause analysis and process design.
  • Entrepreneurial spirit and ability to 'think big' and 'out of the box' being comfortable with ambiguity.

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