Post-Delivery Experience Manager
il y a 3 semaines
At Amazon France Logistique SAS, we're committed to delivering exceptional customer experiences. We're seeking a talented Post-Delivery Experience Manager to join our French & Belgian Customer Service Team (CS). This role is based in Paris.
Key Responsibilities:- Lead strategic projects to improve post-delivery experience and customer satisfaction in FR/BE.
- Act as the point of contact for CS and partner teams, ensuring seamless collaboration.
- Create and maintain a metrics framework for post-delivery experience and emerging issue detection.
- Surface and investigate new ideas through data analysis, driving improvements in customer experience and key metrics.
- Challenge negative effects on customer experience prior to new launches.
- Keep management informed of changes impacting customer experience and CS Operations.
- Advocate for the customer, driving change through robust delivery and governance mechanisms.
- 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.
- 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' in an ambiguous environment.
- Customer Experience Evangelist and role model on Customer Obsession.
Amazon France Logistique SAS is an equal opportunities employer. We believe that a diverse workforce is essential to our success. We make our hiring decisions based on your experience and skills. We value your enthusiasm for discovery, innovation, simplification, and building.
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