Post Delivery Experience Manager

il y a 3 semaines

Clichy, Île-de-France Amazon Temps plein
Post Delivery Experience Manager

At Amazon, we're committed to delivering exceptional customer experiences. To achieve this, we're seeking a highly skilled Post Delivery Experience Manager to join our French & Belgian Customer Service Team (CS). The role is based in Paris.

The Post Delivery Experience Manager is responsible for driving experience improvement initiatives in the post-delivery phase of the customer journey: Returns, Repairs, Product Support, and general After Market Services processes. This role will need to deliver through influencing other teams to change, using quantitative and qualitative data, and comprehensive project proposals to create and communicate convincing process/service improvement proposals to a broad audience.

This role owns maintaining a comprehensive overview of the health of customer experience post-delivery and the initiatives running throughout the FR/BE and EU business that will impact this. The role is expected to challenge any threats to experience, advocate on behalf of the customer, and communicate any risks to CS Operations in a timely manner.

Key Responsibilities
  1. Lead/initiate/coordinate strategic and/or critical projects in FR/BE to continuously improve post-delivery experience and customer satisfaction.
  2. Act as the point of contact for CS and various non-CS partner teams such as Retail, Reverse Logistic, Technical Teams, After Market Services, Sustainability.
  3. Act as the point of contact for the French CS for pan-European and Global Post-Delivery Experience projects.
  4. Create and own a metrics framework that allows for high-level overviews and deep dives into post-delivery experience and emerging issue detection.
  5. Surface and investigate ad hoc new ideas through quantitative and qualitative analysis of data, processes, and procedures with a mind to improving the customer experience and key metrics.
  6. Challenge any negative effects on the customer experience prior to new launches.
  7. Keep management informed of changes in and outside CS that have an impact on customer experience and CS Operations.
  8. Act as the voice of the customer toward a broad range of stakeholders, driving change through robust delivery and governance mechanisms.
BASIC QUALIFICATIONS


• 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

• High energy for an ambiguous, 'internet-speed' environment

• Customer Experience Evangelist and role model on Customer Obsession

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